Sometimes, we need to provide a more creative way for our customers and stakeholders to air their opinions. And if that’s the case, nothing provides more opportunity to air one’s views than the medium of speech. After all, it’s the freedom of speech we hold so dear, and less so the freedom of multiple-choice survey responses.

There’s a multitude of benefits that pure unfiltered speech brings. Not only does it bridge the gap between quantitative and qualitative research, it provides context (such as tone of voice) and exploration of thought that makes us think harder about the questions we’re answering. With that in mind, let’s see how we can quickly and easily leverage conversational feedback with ntropy:

Step 1: Create your feedback campaign

Use the ntropy drag ‘n’ drop survey builder to create a feedback campaign that captures audio input. You can allow respondents to record directly from their mobile or desktop device, or upload a pre-recorded file.

Step 2: Customize your analytics settings

Pick and choose the analytics that are most meaningful to you. Options include:

  • Transcript: View a full written transcript of the audio recording
  • Speaker ID: Identification of each speaker in the audio
  • Question Extraction: See how many and which questions were asked
  • Keyword extraction: Define keywords to be extracted and highlighted
  • Sentiment Analysis: Identify positive, negative, neutral and frustrated sentiment based on a speaker’s tone of voice
  • Recording Summary: View a condensed summary of the recording that highlights key points
  • Timeline: View an interactive and time synchronized timeline that lets you jump to specific parts of the recording

Additional options can be selected to create an holistic view across all recordings, including key trends, overall sentiment, common phrases and keywords and much more.

Step 3: View your insights

Once your survey has been shared, open the campaign dashboard to view your insights. The example dashboard below shows output from audio feedback submitted by a concerned resident. The overall sentiment is frustration, and it’s clear from reviewing the keywords and summary that the focus is on the cities development application process, which the resident believes is unduly complex and lacks transparency.

How easy was that? Get started with conversational analytics today by contacting [email protected]