-4.png?width=100&height=75&name=Wordnerds%20Logo%20Yellow%20and%20Black%20On%20Transparent%20(RGB)-4.png){kind=spacer}
Formatting multiple free-text responses
There are two ways of getting data into the Wordnerds platform: manual upload and input API. Typically, your CSM will support getting your data in the platform during onboarding via manual upload. You can then decide how often you'd like to upload your data (often periodically or monthly) but can do so at any time. If, however, you're keen to look at in-day reporting and require a live feed of data, please speak to your CSM about connecting to the Wordnerds Input API.
Mandatory fields
There are 3 column headers that you absolutely have to have. For some, you can just rename the columns you already have to these headers.
The first row of your CSV will need to contain the following titles:
- content - this contains your free text responses - you can only have one content column per upload (see here for multiple free text questions). Anything marked as 'content' will be taken at face value and analysed by the platform. If you include questions or email sign offs for example, these will be treated the same as customer feedback.
- published_at - date stamp in the format DD/MM/YYYY which will become your date filter in the platform.
- brand - can technically be any aspect of your data but we generally recommend this being your data sources. These could be survey names or the channels used in collating the data such as email, chat, or voice. There should be something in the Brand column for EVERY row. The platform will not accept the data file if the Brand column is blank for a data entry.
Multiple free text questions
This is the column for the gold dust - the free-text, qualitative data. You can only input ONE content column per sheet. If your survey has multiple free-text answers, you can either upload a separate sheet for each question or stack them under each other, copying and pasting the full dataset along with each free-text response. In either case, it's a good idea to tag each response to the question it's responding to. This creates a filter in the platform so you can isolate specific responses. Below is an example of how this would look in a spreadsheet.
Top Tip 💡
You can upload blank content cells, but they will be assigned a neutral sentiment score, so they will skew overall sentiment scores. We recommend removing blanks from the content column.
Optional fields
As well as the three main columns, you might also want to add more information alongside your core columns of data.
Author - a unique identifier such as case reference or customer ID that will help you track your anonymised data in Wordnerds back to your CRM/internal databases. This will not become a filter but will be visible and attached to each verbatim
We recommend choosing ONE unique identifier and labelling it author. Adding any IDs or numbers without this label will result in creating many themes (one for each ID) and cause the themes page to load more slowly.
Upload themes/metadata - You may also want to attach additional bits of information or quantitative data to your free-text data points. These examples could include:
- Age group
- NPS score
- CSAT Score
The name in the column header (eg-Age) will become the theme category, and the content of the column (eg- 20-29, 30-39) will become themes. These 'themes' will provide a filter function that will allow you to isolate all the responses from, say, a particular age group and understand what their feedback was and how it differed from other age groups.
If your data only includes exact answers, such as age, but not age group (18, 23, 55), then we recommend creating groups or segments for easier analysis. Likewise, with a quant score such as 1-10 for NPS, where you would like to analyse these based on NPS groups (detractor, passive and promoter), then we recommend adding a column which groups the scores into the appropriate category before uploading to the platform.
Cleansed data
To get the most value out of the data you send to the Wordnerds Platform, it is best to clean it up before sending it. Ideally, ensure only the data you want to analyse is contained in the 'content' cells.
Email data:
- Make sure you filter the raw email content for the useful part, you want the plain text version of the email (not HTML and not a raw email meant for your email client)
- You normally won’t want a full email thread every time. Ask your team to filter for just the most recent message in the thread. Libraries like this can be helpful.
Call transcripts:
- Are you interested in both sides of the conversation? Normally, the useful part is what your customer is saying.
- Are you interested in the full call transcript? The useful information is normally at the start, this can clear up noise in your data and reduce your costs.
CRM:
- Often, structured data (standard questions, account numbers, names) is brought across as text content, which will give worse results. This kind of data can be brought in as metadata or themes. Text content should normally be words directly from your customer.
Uploading to the Platform
To upload your data file on the platform, make sure you’ve downloaded it in a .csv format. Head to the Data Uploads section on the lower left-hand side of the platform, and you’ll come to this page. Click on the New Upload button in the top right-hand corner to start.
Name your dataset accordingly and drag your .csv file into the area highlighted. There should be a green smiley face if your data upload is all correct and ready to be uploaded. If you would like an email notification when the upload is complete, tick the box. If there is an error, you’ll see a red sad face.
Troubleshooting
Problems with the Date/published_at column
You might get an error message like this:
There are 3 formats you can use for dates, make sure it fits one of the below:
Brand column
You must have a brand column in your dataset. If you don't know what to put in your brand column, use the name of your survey. The platform will not accept datasets with no brand column, or empty cells in the brand column.
Content column
Similarly to the brand column, your dataset must (and hopefully will anyway!) have a content column where your free-text responses go. The platform will not accept datasets with empty content columns.
Duplicated columns
Make sure there are no duplicated columns.
More questions?
We’re always happy to chat. Reach out using the help bubble at the bottom of your screen or contact your Customer Success Manager.
✍️ Article written by: Lyndsay, Senior Customer Success Manager