Wizu have launched Wizu Smart Comments, an intelligent open text question that offers real time probing to provide more detailed survey responses. In this presentation we run through what the problem with standard survey text boxes, how Wizu Smart Comments work and the benefits it can bring.

1. The Smarter Way
To Collect Open
Text Feedback
From
WIZU SMART COMMENTS

2. THE SMARTER WAY TO COLLECT FEEDBACK
1) Why use text questions?
2) The problem with standard text boxes
3) What are Wizu Smart Comments?
4) How it works
5) An example question
6) The benefits
7) Wizu Text analytics
8) Conclusion
Agenda

3. WHY USE TEXT
QUESTIONS?

4. Open text questions offer a number of benefits including:
• Offer a unlimited range of answers
• Allow the respondent to express themselves openly
• Provide deeper insight than closed responses
• Is a more natural way for people to provide feedback.
WHY USE TEXT QUESTIONS?

5. THE PROBLEM WITH
STANDARD OPEN TEXT
BOXES

6. THE PROBLEM
Traditional text questions ask the respondent to do all the work. This
leads to a number of issues such as…

7. 1. NO VALIDATION OF THE TEXT
Do you find yourself looking through feedback comments and wanting to ask what
exactly didn’t work and why it didn’t work?
Standard text boxes do not offer validation of the text.

8. 2. LACK OF DETAIL
There is no prompting for more
information or to expand on a
point.
These types of responses
identify an issue but don’t
provide you the ‘why’.

9. 3. TOO LITTLE, TOO LATE.
Post feedback it is too late for clarification or to obtain more details.
Often when you look at your response data it creates more questions than answers
and usually you are unable to go back to the respondent to request further
information.

10. 4. GARBAGE IN, GARBAGE OUT
Text analytics and machine learning
is only as good as the data you
gather.
Responses like ‘It was rubbish’ need
to have context in order for the data
to make sense.

11. 5. LACK OF ENGAGEMENT
Respondents might worry that their response will not be understood.
They might be unsure how much to actually write and also not be clear exactly
what the company want to know about.

12. INTRODUCING
WIZU SMART
COMMENTS

13. WHAT ARE WIZU SMART COMMENTS
Wizu Smart Comments solve those issues using real-time AI to get
deeper and more actionable insight. On screen messages change as the
respondent types, encouraging more information.
They do this through the following methods…
Validate Probe Prompt Nudge Route Understand

14. Clarify points in real-time to ensure better quality data.
Wizu uses Natural Language Understanding to identify if the text is valid rather than character length or
number of words. Wizu can dynamically change validation depending on the respondent.
Validate Probe Prompt Nudge Route Understand

15. Dynamic, in-the-moment, probing uncovers more detailed insight
through follow up questions.
Validate Probe Prompt Nudge Route Understand

16. Subtle, dynamic messages provide additional help to ensure better
quality responses and prompt on common topics.
Validate Probe Prompt Nudge Route Understand

17. Progress bar encourages respondents to provide more detail. The
message bar provides the appropriate nudge as the respondent types.
Validate Probe Prompt Nudge Route Understand

18. Move the conversation down different paths depending on the
sentiment and topic mentioned.
Validate Probe Prompt Nudge Route Understand

19. Responses are automatically tagged based on theme and sentiment to
provide insight.
Validate Probe Prompt Nudge Route Understand

20. HOW IT WORKS

21. HOW IT WORKS
Wizu Smart Comments can be used as part of the Wizu Conversational
Survey solution or with your existing survey provider.

22. 1. CREATE
Within Wizu
• Add the question as part
of your Wizu survey
• Use out the box or
customise prompts and
messages
Outside Wizu
• Embed and configure a
simple code snippet into
your existing survey
platform

23. 2. COLLECT
Collect your response data either through your Wizu survey or existing
solution. The prompts work in real-time to generate more detailed
feedback.

24. 3. ANALYSE
Responses are automatically processed by Wizu Text Analytics instantly
so you can start to see developing themes along with sentiment
analysis.

25. AN EXAMPLE

26. STANDARD TEXT BOX
This standard text box is not identifying the root cause and the data
generated is not actionable.
The service was bad

27. WIZU SMART COMMENTS
With Wizu Smart Comments, as the customer enters the response the
progress bar starts to fill up and when a topic and sentiment is entered
the message asks for more information….

28. WIZU SMART COMMENTS
The respondent expands on the point and Wizu understands they are
talking about a person so asks for a name. The progress bar is now
complete but the message still asks for more details if they have
anything else they want to share…

29. The data generated by Wizu Smart Comments is significantly more detailed
than via the standard text box.
By prompting for more information and showing a progress bar, respondents
are encouraged to provide more detail and help you uncover more ‘why’ and
make the data more actionable.
The service was bad
Standard Text Box Wizu Smart Comments

30. The service was bad
Text Analytics
Actionability
Close The Loop
Engagement
Detail
Text Analytics
Actionability
Close The Loop
Engagement
Detail
Standard Text Box Wizu Smart Comments

31. WIZU TEXT ANALYTICS

32. WIZU TEXT ANALYTICS
Wizu Smart Comments produces better
quality data which, combined with our
powerful Text Analytics, offers more
actionable insight and a better
understanding of your customers.
Here are some of the key benefits of Text
Analytics…

33. WIZU TEXT ANALYTICS
Prioritise Issues
Identify and
prioritise the most
important issues.

34. WIZU TEXT ANALYTICS
Auto Tagging
Responses are
tagged by themes
and sentiment score
to give you an
instant overview.

35. WIZU TEXT ANALYTICS
Sentiment Tracking
Track sentiment scores over time to see
where you are improving or spot issues
emerging.

36. CONCLUSION

37. CONCLUSION
Open text questions are hugely important in understanding your
respondents but standard text boxes offer limited results.
Wizu Smart Comments evolves the standard text box into an
interactive question type that increases the length and value of the
response.
Combined with text analytics this offers a much deeper level of insight
ensuring companies can generate clearer actions to improve customer
experience.

38. FIND OUT MORE
Find out more about how Wizu can help you
measure and improve customer experience by
booking your demo today.
Find Out More
www.wizu.com
hello@wizu.com