Word Cloud

Note: The settings on this screen might affect Word Cloud modules in dashboards, depending on whether those modules are configured to use the settings on this screen. For information about configuring Word Cloud modules that appear in Responses List reports, see Responses reports.

A word cloud is a selection of words that appear most frequently in customer comments, specifically from Comment fields modules in Responses reports. They are color coded and sized according to the frequency and rating of a desired key metric, such as Overall Satisfaction or Likelihood to Recommend.

  • Green — Associated with surveys with better than average scores.
  • Red — Associated with surveys with worse than average scores.
  • Grey — Associated with surveys with neutral or average scores.

Click a word to filter the list of surveys to show customer comments that contain that word.

A word cloud in reporting

Configuring Word Cloud

Warning: Changes made on the Reporting > Reports > Word Cloud screen might affect dashboards using Word Cloud modules, depending on whether those modules are configured to use the settings configured below.

Properties on the Word Cloud screen

  1. For the  ScoreField property, select a field to be measured against as good or bad. Coloring of words is based on scores for this field.
    Note: This property sets a global default value for Word Cloud dashboard modules, and is used only when the Score property is not set in the dashboard module. For more information about configuring Word Cloud dashboard modules, see Word Cloud.
  2. For the  NegativeThreshold property, enter a negative value to determine what causes words to be colored red. Words that score this amount below the average are colored red.For example, with the default value of -1.4, words that score 1.4 points worse than average are colored red.
  3. For the  PositiveThreshold property, enter a positive value to determine what causes words to be colored green. Words that score this amount above the average are colored green.For example, with the default value of 1.0, words that score 1 point better than average are colored green.
  4. If you want Medallia Experience Cloud to use raw frequency counts instead of probability when determining which words to use in the word cloud, turn on the  UseRawFrequency property.
  5. If you want non-English words from survey responses to be available for the word cloud, turn on the  IncludeNonEnglishSurveys property.
  6. If you want translated words from non-English surveys to be available for the word cloud, turn on the  ShowTranslation property.

  7. In the  BannedWordsConfig property, add words that should never appear in the word cloud. Experience Cloud includes a list of common words by default. When modifying the list, ensure that words are separated by spaces. You can use as many lines as you need. Lines prefaced by a two-letter language code (such as it for Italian and es for Spanish) and a colon are applied only for that language. Each language must be on its own line, with the language code at the beginning of the line, followed by a space, and with all banned words for that language separated by a space. For example, es: asquerosa asqueroso. If a language code is not specified on a line, Medallia defaults to English (en).

  8. Click Save.
  9. If you changed the text in the BannedWordsConfig property, complete a backfill, as described in Backfill. Your BannedWordsConfig changes are not implemented in reports until that backfill process has completed.
  10. To specify which languages to display in a word cloud:
    1. Open the Company > Users > Your Preferences screen.
    2. In the  Word Cloud Languages property, choose the languages you want used.
    3. Click Save.

  11. Assign the View Guest Voices capability to all roles that need to see Word Clouds. For more information about configuring capabilities, see Roles, permissions, and capabilities.

Troubleshooting

Issue: Word Cloud appears for some roles but not others.

Fix: the most likely cause is that Experience Cloud is configured to use K-field comment fields. Word Cloud is intended to work with Q-field comment fields. However, K-field comment fields are sometimes used for profanity filtering. Complete the following steps to configure Word Cloud to display K-fields: 

  1. Create a Comment fields standard report with no assigned roles, and add all Q-field comment fields that your K-field comment fields reference. For more information about creating a Comment fields report see Standard Report Modules.
  2. Complete a backfill, as described in Backfill.

If a word cloud does not appear in reports, you might need to reload Lucene indexing. For more information, see Lucene.

Issue: Some words in Word Cloud have larger sizes than others despite having less responses mentioning them.

Fix: This issue happens when no fields are included in the MemberExcludedSurveyIndexFields section of Lucene.

When setting MemberExcludedSurveyIndexFields, ensure that all of the following are included on the left side:

  • Guest Name (name)

  • Address (address)

  • Date of response (date)

  • Phone (phone)

  • Email (email)

  • Comments (comments)

Issue: Words with apostrophes are not being removed from the banned list.

Fix: A straight apostrophe ' (directly from the keyboard) is different from a slant single quotation ' (option + shift + ]) because they are different characters. If you're adding words to the Word Cloud Banned word list that include an apostrophe (for example: don't) - it might be worthy to include both don't and don't as survey takers could us the straight and slant apostrophes interchangeably.