FAQs

How and when my data is deleted?

Our application handles deletes in two ways - when feedback is deleted manually (via delete button) we remove the data from our search index. Then after two weeks we permanently delete the feedback from our durable data store. This two week waiting period is in place so that we can recover any accidental deletions.

Similarly, feedback deleted by automation rules is hidden from the searchable data but still present in the index. If the data remains deleted for more than 2 months we then proceed to delete it permanently. This difference in behavior comes from the requirement of automatically deleting data coming from integrations and bringing it back if rule conditions are met.

Taking all of that into account data can be immediately and permanently deleted at request. You can request to delete specific data or all of your data via email to support@getenjoyhq.com Furthermore, when your account is closed or your free trial expires - all account data will is deleted within 24 hours.

Will my data be private and safe?

Yes. Communication between all app components, including connections to the database, the message queue, and other internal services happens only within our private network. Communication with all 3rd party systems/APIs is performed over a secure connection. User passwords, access tokens, and any other stored information are also encrypted. Read more about our security here.

How is Sentiment Analysis calculated?

Address customer issues quickly, and find great quotes from your users. With your documents  for their sentiment, you can filter your feedback in the most simple way; the good stuff, and the bad.

You will notice these icons below appearing next to your feedback inEnjoyHQ.

How do we calculate sentiment?

Documents from your integrations, historic and new, get  for sentiment as they are processed by EnjoyHQ.

We run a sentiment analysis algorithm to distinguish if your document is Positive, Negative or Neutral.

This is a model that we have built using a large data set of human classified data which have Positive, Negative and Neutral language.

We use learnings from the model we have built to give each bit of feedback from your integrated sources Positive or Negative sentiment. If the bit of feedback doesn't follow a Positive or Negative pattern, then it is given Neutral sentiment.

EnjoyHQ applies sentiment automatically to integrated sources, but not to documents such as Notes, Spreadsheets or Google . You are able to apply sentiment to these sources manually.

NPS

EnjoyHQ converts any systems which assign an NPS score into sentiment. This can come from NPS platforms, and any NPS scores you are importing from surveys.

NPS Scale Conversion:

  • Postive: 9-10
  • Neutral: 7-8
  • Negative: 0-6

Accuracy

You may find that you have a document in your account with positive sentiment, which has been labeled as Negative, or vice versa.

This is normally down to some complexities in the types of language your customers are using.

The accuracy levels increase over time as the algorithm learns about your data, especially when you manually change the sentiment of your documents. The more you interact with EnjoyHQ the more it learns.

If you want to learn more about sentiment analysis technology you can check this useful video:

Text By the Bay 2015: Richard Socher, Deep Learning for Natural Language Processing

You can improve accuracy by manually changing sentiment. By manually changing the sentiment of a piece of feedback, you are training the machine to understand the  language your customers are using when interacting with you.


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