Quantitative data tells you what’s happening. Qualitative data helps you understand why.
That’s why our surveys go beyond scores. We include open comment fields where respondents can share honest, detailed feedback. These insights often contain actionable suggestions, praise for what’s working, and fresh ideas for improvement.
Why Do Open Comments Matter?
Open comments offer a layer of depth that numbers alone can’t capture. They reveal what’s driving satisfaction or dissatisfaction and point to areas that need attention or recognition.
Take this example: A respondent marks ‘resolution time’ as an area for improvement for the Service Desk. In their open comment, they explain that lacking admin rights means even simple tasks require IT support. This creates bottlenecks, overwhelms the service desk, and slows ticket resolution.
Without that level of detail, critical insights are easily missed.
Through our dashboard, you gain direct access to this feedback, allowing you to:
- Spot issues before they escalate
- Understand what’s boosting employee satisfaction
- Add valuable context to your survey scores
The Challenge: too many comments, too little time
Manually reviewing hundreds of comments is time-consuming, and that’s where Yorizon steps in.
Our tailored comment analysis combines scores, segmentations, and open feedback into one unified report. Whether you’re tracking a specific theme or reviewing trends over time, we help you extract what really matters.
How We Analyze Feedback: Comment Coding
We use a structured process called comment coding to organize and interpret responses at scale.
The comment coding involves:
· Sorting comments into predefined categories
· Calculating how often each category appears
· Highlighting recurring issues, praise, or suggestions
Let’s say a respondent complains about tickets being closed before issues are resolved. That comment might be tagged as ‘ticket closed without solution’. A single comment can match multiple tags, giving you a clearer view of widespread concerns.
Our category library is continually refined based on real-world data across various industries, and our analysis integrates ChatGPT to help sort through and classify large amounts of data.
Seeing the Full Picture
Comment coding helps surface insights that a rating scale can’t capture, things like specific technical pain points, positive reactions to process changes or upgrades, and suggestions for training or service improvements.
It’s not just about identifying problems. It’s about recognizing what’s working and doing more of it. Based on our double look feedback approach, our survey is designed to collect both positive and negative feedback, and with that rich data in hand, provide you with a comprehensive picture of where your company stands.
However, not all feedback to your team and services will help paint that picture.
What Makes a Comment Useful?
We focus on feedback that is:
· Specific: Contains concrete details
· Actionable: Offers a clear path forward
· Substantive: Goes beyond one-word answers
Comments like “Good” or “Terrible” offer little value. So, our algorithm is trained to filter out vague or overly brief responses, keeping the analysis focused and meaningful.
Is there a way to increase the chances that your survey will get valuable comments? We believe there is! To improve the quality of responses, we use our Dynamic Comment Response Feedback (DCRF) tool.
The DCRF is a smart feature built into the comment box, and as respondents type, they get live feedback based on the length of their message. While longer isn’t always better, more detailed responses tend to offer clearer insights.
The result? Richer, more actionable feedback and better outcomes for your organization.
Ready to Dig Deeper?
Want to turn your survey data into real decisions? Let’s create a customized report built around your goals.