GenAI Comment Analysis Best Practices

Smart, Safe, and Strategic: Best Practices for Using GenAI to Analyze Employee Survey Comments

Why This Matters
Leaders are increasingly using Generative AI to synthesize employee feedback. It’s a powerful tool—but only when used with care. Without thoughtful application, GenAI can produce misleading summaries, reinforce unintended biases, or compromise confidentiality. This guide shares practical tips and real-world lessons from Perceptyx’s GenAI workshops to help you unlock insight while minimizing risk.

What GenAI Does Well

• Synthesizes large volumes of open-ended feedback

• Identifies recurring themes and patterns

• Provides summaries, representative quotes, and draft recommendations

• Clarifies language and refines communication

What to Watch Out For

• Hallucinations: AI can generate plausible but unsupported claims

• Prompt bias: Leading language can distort outputs

• Data privacy risks: Public GenAI tools may not meet your company’s security standards

✅ DOs: Smart Strategies for Using GenAI

Ask neutral, data-driven prompts:
Keep questions focused and objective to avoid bias.

• “What are the most common themes in these comments?”

• “What suggestions do employees offer for improving the work environment?”

• “Summarize this feedback with supporting quotes.”

Use filters first, not in the prompt:
Use Perceptyx filters to isolate comments by groups (e.g., those who wouldn’t recommend the company), but don’t include that context in your prompt. Let the AI analyze the comments at face value to avoid skewed interpretations.

Guide the tone intentionally:
Set the tone based on your audience.

• “Summarize this in the tone of a compassionate expert.”

• “Frame these insights as ideas for leaders to consider, not directives.”

Analyze one question at a time:
Treat each open-ended question independently. For example, don’t combine:

• “What do you like best about working here?”

• “What additional feedback do you have for leadership?”

Merging responses clouds the intent and dilutes insight.

Use familiar frameworks:
If leaders refer to specific models or books, prompt the AI accordingly.

• “Describe this feedback using the Competing Values Framework.”

• “Frame these insights using language from The Five Dysfunctions of a Team.”

Protect sensitive data:
Before using any GenAI tool, ensure:

• No PII or confidential content is included

• The platform complies with company security protocols

Pair AI with human insight:
AI can speed up analysis, but your judgment is essential. Use organizational knowledge to contextualize and refine what the AI surfaces.

❌ DON’Ts: Common Pitfalls to Avoid

Don’t lead with assumptions:
Avoid prompting GenAI with emotionally loaded or judgmental language.

• Instead of “Why are employees so negative?” ask, “What are employees most focused on in this feedback?”

Don’t confuse sentiment with engagement:
Open-ended questions often invite constructive criticism, which may skew the tone. That doesn’t mean employees are disengaged—those who care tend to comment more.

Don’t accept AI outputs at face value:
Check that themes reflect broad patterns, not a few loud voices.

Don’t use unsecured tools for sensitive data:
Never upload raw comment data into public GenAI platforms unless fully vetted. Remove identifiers and ensure the tool meets company data standards.

Real-World Reminder: When Context Backfired

A CHRO asked, “Are you surprised engagement is so high given these comments?” The AI answered “yes,” prompting concern about survey validity. But the comments came from a question specifically asking for suggestions for improvement—so critical tone was expected. The AI, unaware of this, mirrored the prompt’s bias.

Lesson: Let the data speak. Ask AI to describe, not judge.

Final Thought: Partner for Impact

Leaders will continue using GenAI tools. Our role is to help them use these tools wisely—combining human-centered insight with AI-powered efficiency. When guided well, GenAI becomes a multiplier for employee listening, not a replacement.

If you’re exploring how to integrate GenAI into your employee listening strategy, partner with Perceptyx. Our consultants can help you craft effective prompts, interpret results thoughtfully, and ensure your approach aligns with both your values and your goals. Let’s build a smarter, safer, and more strategic path forward—together.