Identify the key drivers of positive or negative feedback
Categorise and extract key insights across customers, markets, and sectors for constructive conversations and team alignment.
Note: This guide provides an overview of the steps that will uncover use case-specific insights. For a detailed breakdown of each data point and dashboard feature mentioned, turn to Understanding Dashboard views and features and Key terminology explained.
Step 1: Identify top positive and negative themes in customer feedback
The Theme Analysis dashboard view provides an overview of the dominating themes in customer feedback:
What your customers talk about most, positive or negative
What relational or transactional elements are praised the most
What relational or transactional elements are most criticised
By default, this will reflect the feedback provided by all contacts surveyed. To compare and analyse your results by market, region, or other criteria, turn to the dashboard filter at the top of the page.
Step 2: Compare the dominating themes by market and region
Click on any of the themes to see:
The number of comments mentioning it
The number of positive and negative mentions of the theme
This will also give you a more detailed breakdown of the mentions of the selected theme by account, market, sector, region, and other criteria. Switch between the tabs in the by Market view to compare your results and spot any sector or region specific trends.
You can use the dashboard filter for an even more thorough analysis.
Step 3: Understand the experiences shaping customer feedback
To gain a better understanding of the reasons for the positive or negative mentions of a theme, click on any of the View Theme Comments button.
This will take you to a Theme Comments view that lists all the comments linked to the selected keyword, including:
The contacts who have mentioned it
Contact priority level (Critical, Primary, or Standard)
The feedback provided
This will help you understand:
What unmet needs and priorities have lead to negative feedback
Which accounts or markets need your attention first
Which contacts within an account to reach out to
Who on your team you may need to speak to
Potential changes needed to improve service delivery