Analyze text answers

Text Analysis shows what people wrote in your Text Input and Email questions. What you get depends on your plan:

Plan	What you get
Free, Solo	Not included. Text Analysis shows a padlock in the left menu and opens an upgrade prompt
Team	Response statistics, top keywords, and a searchable list of answers
Growth and above	All of that, plus AI that groups answers into topics, labels each one’s sentiment and writes a summary. This uses AI credits

You need access to the survey to open it. Stop words, renaming and merging themes, and re-tagging an answer need permission to edit the survey. Exporting needs the Editor role or higher.

If AI is turned off for the workspace, Growth and above get the same page as Team.

Run an analysis

1. Open the survey and click Responses in the top bar. If you need the steps, see See your survey’s results.

2. In the left menu, click Text Analysis. The page opens on the first text question and analyzes it straight away.

3. To look at another question, choose it under Question, then click Analyze.

   

The results appear below the buttons.

How AI credits are used

On Growth and above, the first analysis of a question uses AI credits, and that includes the automatic run when you open the page. The cost grows with the number of answers.

We keep the result, so coming back to a question uses no credits. These run a new analysis and use credits again:

• Choosing a filter you haven’t analyzed that question with before, or one cleared by either of the two actions below
• Clicking Update Analysis
• Saving your Stop Words

Read the results

Every plan with Text Analysis shows:

• Response Statistics: Total Responses, Avg. Response Length, Earliest Response and Latest Response.
• Top Keywords: a chart of the most used words. Open Detailed Table to see up to 50 words with their Count and % Responses. Click a heading to sort, and hover over a word to see it in context.
• Responses: the answers themselves, 10 at a time. Click Show more for the next 10. Search responses… finds text in the answers loaded so far.

Growth and above also show:

• Executive Summary: a short written summary of the answers.
• Topics: the themes found in the answers, with a count and share for each. A line above them says how many answers are in a topic, and links to any that aren’t.
• Sentiment Distribution: how many answers are Positive, Negative, Neutral or Mixed.
• Sentiment Trend Over Time: a line chart of sentiment across your collection period.

Each answer in Responses also shows its topic and sentiment. An amber dot or Review marks an answer the analysis was less sure about. Hover over it to see the confidence score.

See the answers behind a topic or sentiment

This is on Growth and above. Click a topic under Topics, or a segment of Sentiment Distribution. Responses then lists only those answers, and a label appears above the list. To go back to every answer, click the × on the label.

Update an analysis after new answers

On Growth and above, a stored analysis doesn’t change when new answers arrive. When there are new ones, a bar at the top of the results says how many. Click Update Analysis to include them.

This deletes every stored analysis of the question, including filtered ones, so theme names you changed, themes you merged and quotes you pinned are not kept.

Correct the analysis

These are on Growth and above. Renaming, merging and moving an answer also need permission to edit the survey.

Rename a theme:

1. Click Manage Themes.
2. Click a theme’s name or its pencil icon.
3. Type the new name and press Enter.

Merge themes:

1. Click Manage Themes.
2. Tick two or more themes.
3. Click Merge Selected.
4. Type the name for the merged theme and press Enter.

Move an answer to another topic:

1. In Responses, click the tag icon on the answer.
2. Under New Topic, choose a topic.
3. Click Save.

The answer shows “manually tagged” from then on.

Pin a quote: click the bookmark icon on an answer to pin it as a theme’s quote. The export uses it for that theme.

The Executive Summary stays as it was written when you rename or merge themes.

Leave words out of the keywords

Stop words are words you don’t want counted in Top Keywords, such as your company name. They apply to every question in the survey.

1. Click Stop Words.
2. In Custom Stop Words, type the words, separated by commas.
3. Click Save.

The analysis runs again. On Growth and above, this deletes every stored analysis of the selected question, including filtered ones, so it uses AI credits, and theme names you changed, themes you merged and quotes you pinned are not kept.

Filter the analysis

Use the filter bar at the top of the page. When a result is on screen, changing a filter runs the analysis again for the matching answers. See Filter your results. On Growth and above, you can also keep a filter under Saved Filters. See Save views and schedule reports.

Export the analysis

Export is greyed out until an analysis has finished.

1. Click Export.
2. Choose CSV or Excel (.xlsx).

On Team, the file holds the word frequencies and the answers. On Growth and above, it holds the answers with their theme, sentiment and confidence, then a summary of the themes and a summary of sentiment. That file replaces email addresses, phone numbers, Social Security numbers and IP addresses with placeholders such as [EMAIL], so an Email question’s answers all read [EMAIL]. The Team file keeps them.

The file covers all the question’s answers. It doesn’t use the filter on the page. The Excel file has a size limit: see Exported files.

Example

Your support team adds “What could we do better?” to a customer survey. After a month you open Text Analysis. On Growth, Topics shows the themes and Sentiment Distribution shows the mood. You click a topic to read the answers behind it, then merge two themes that say the same thing. On Team, Top Keywords shows which words come up most, and you add your company name under Stop Words so it stops topping the list.

Troubleshooting

The page says “No text questions found.” The survey has no Text Input or Email question, or you aren’t allowed to see them. Click Go to Dashboard to go back.

After loading, the page shows only “Select a text question and click Analyze.” The analysis didn’t finish, and the page doesn’t say why. Click Analyze to try again. If you’re on Growth or above, check that your account has AI credits left. On an anonymous survey, a filter that matches too few completed responses is refused the same way, so widen the filter.

A topic says “This analysis is out of date.” New answers came in after the analysis ran. Click Update Analysis in the bar at the top of the results.

“Not enough data to show a sentiment trend.” The chart needs answers from more than one point in time.

I don’t see Topics or sentiment. They need the Growth plan or above, with AI on for the workspace.

My search finds nothing, but I know the word is there. Search covers the answers loaded so far. Clear the search, click Show more to load more answers, then search again.

Text Analysis shows a padlock. It needs the Team plan or above.