Deep dive into the feedback

Separate transactional from relational feedback, root causes from symptoms, and review individual feedback for targeted action.

Comment Analysis page

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 relational and transactional themes in feedback

The Comment Analysis dashboard view provides a breakdown of the top five relational and transactional themes dominating your customer feedback in the given round.

Relational Themes data section
Transactional themes data section

Additionally, the Positive & Negative Mention Word Cloud is a useful tool to instantly spot the positive (green) and negative (red) elements shaping your customers’ experience with you. The larger the term, the more often it has been mentioned.

Comment Analysis - Positive & Negative Wordcloud

To evaluate the quality of operations and service delivery by account, market, and over time, use the dashboard filter at the top of the page.

These insights will help you:

  • Separate the accounts or markets where you need to tackle the relationship vs the quality of operations

  • Gain a good understanding of the areas requiring your attention 

  • Prioritise your response

Step 2: Understand the experiences shaping customer feedback

To gain a better understanding of the reasons and experiences behind negative transactional feedback, click on any of the relevant keywords in the Positive & Negative Mention Word Cloud (for example, Product Quality / Quality Control or Deliveries OTIF). 

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 

  • The rating they’ve given in the past seven TRR rounds

Theme Comments; Positive mentions of Product Quality / Quality Control theme

You’ll find answers to questions, such as: 

  • "Are we delivering top-level customer service?"

  • "How do clients perceive the quality of our product?"

  • “Have our efforts at efficiency and sustainability been noticed by customers?”

It will also help you identify:

  • 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

Turn to this article to learn how to further examine the main positive and negative themes in customer feedback.