Press Ganey Launches Narrative HX to Turn Unstructured Feedback Into Fast, Actionable Insight

AI-powered text analytics solution builds custom models in minutes accelerating time-to-insight across industries

ORLANDO, Fla.--(BUSINESS WIRE)--Press Ganey, a leading provider of experience measurement, data analytics, and insights, has launched Narrative HX, an AI-powered solution for unstructured feedback analysis.

Narrative HX turns raw feedback into structured insights—highlighting common pain points, signals of trust or concern, and the factors driving customer decisions—and delivers those insights directly into summaries, recommendations, and role-based dashboards.

In head-to-head testing, Narrative HX significantly outperformed traditional rule-based and legacy machine learning approaches across multiple criteria, commonly achieving accuracy in the mid-90% range, with 2× higher recall and model creation within minutes.

Organizations in healthcare, financial services, insurance, retail, and market research already use Narrative HX to move faster from qualitative data to decisions. By reducing turnaround from weeks to hours, the solution makes advanced text analytics accessible to everyday users while scaling to enterprise demands.

Narrative HX features:

• End-to-end generative AI: Create tailored text analytics models in minutes, no manual rules required
• Multilingual analysis: Automatically detect and analyze feedback in ~50 languages; categories display in English for consistent reporting
• Custom categories and sentiment: Build tailored categories that fit your business and see sentiment at both the comment and theme level
• Studio visualization integration: Push results straight into existing HX Platform dashboards, no new tools or interfaces to learn
• Model reusability and trending: Save and reuse models to track changes over time

Every industry is flooded with unstructured feedback from surveys, contact centers, digital channels, and social platforms. But traditional rule-based approaches are slow and rigid. Narrative HX replaces manual effort with AI-powered automation so organizations can surface themes, sentiment, and trends quickly and act with confidence.

“Today, organizations receive staggering volumes of unstructured feedback, but the real challenge is turning that noise into insight that fuels action,” said Darren Dworkin, Chief Operating Officer of Press Ganey. “Narrative HX makes that possible. AI surfaces themes, sentiment, and trends in real time, giving leaders in every industry the clarity they need to act quickly.”

Early adopters report faster analysis cycles, higher productivity, and quicker action on emerging issues. Narrative HX helps organizations bring qualitative voices into daily decision-making, from improving patient and customer journeys, to building brand trust, to accelerating global research.

“Narrative HX has transformed how we act on patient feedback,” said Vanessa Mona, Vice President, Consumer Insights and Experience of Henry Ford Health. “What once required hours of manual effort is now automated, giving our team faster insights and more time to focus on what matters most to patients. With Senior Experience Analytics Specialist Cailin Haggerty leading the way, we’ve uncovered issues like patients struggling to find the portal and addressed them right away, ensuring patient voices don’t get lost in the noise.”

To learn more about how Press Ganey is helping organizations turn qualitative feedback into action with Narrative HX, contact us to speak to an expert.

About Press Ganey

Press Ganey is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology.