Review of free-text comments
Free-text comments in your customer surveys are reviewed automatically. Comments with offensive content are removed to protect your employees and keep your results useful.
Every free-text comment in your customer satisfaction surveys (CSI) is reviewed before it appears in the platform.
What is removed?
A comment is removed if it:
- contains derogatory, hateful or racist language
- attacks a person
The comment is replaced with the text “The comment has been removed”. You will see this text in reports, in the platform and in exports.
What is kept?
Criticism is not removed. Negative feedback on your business, products or service is kept, even when it is harshly worded.
Examples
- Kept: “Completely unacceptable service, nobody got back to me for two weeks.”
- Removed: A comment that insults or singles out a named employee.
Good to know
- Personal data: Personal data in the comment is masked before the review takes place. The review is carried out within the scope of our existing processing of personal data.
- Voice responses: If the comment was left as a voice response, the recording is also deleted.
- Text analysis: Removed comments are not included in the text analysis and therefore do not affect topics or sentiment.
- Respondents: The review does not affect how respondents answer the survey.
- Existing and imported comments: Comments already in the system and imported comments are not affected.
Questions? Contact us at support@brilliantfuture.se.