Every topic has its own page that brings together everything about it: how often customers raise it, how it moves your score, what is driving it, and the actual comments behind the numbers.
How to open a topic page
Click a topic name in any of these places:
The Topics page: the Topic movers widget, the top positive and negative topics widgets, and the Overall Feedback Topic Analysis widget.
The Topic movers widget on your dashboard.
The topic links in your Email digests.
The Related topics list on another topic page.
Filters
The bar at the top of the page controls every section below it:
Filters: the same filters you use on the Responses page, such as date range, campaign, and customer properties. Active filters appear as chips you can remove one at a time.
Metric: NPS, CSAT, CES, or another metric you collect, or All metrics. The page starts on the metric most of your campaigns use.
The date range starts at the last 30 days. When you open a topic from another page, the filters you had there carry over.
The page header
Next to the topic name you will see:
A colored dot: red when more than half of the topic's mentions are negative, green otherwise.
A label showing where the topic came from, for example created by your team, suggested by AI, or added through an integration. Hover over it for details.
The topic's Relevance (1 to 5) and whether AI classification is on or off for it. Hover over each one to see what it does. Learn more about Relevance.
Use View in Responses to see every response that mentions the topic, and Topic settings to rename, merge, or edit the topic.
Key metrics
Five cards summarize the topic for the selected period:
Mentions: how many responses mention the topic, and what share of all responses that is.
Customers mentioning: how many different customers raised it.
Topic score: your score (for example NPS) calculated only from responses that mention the topic, next to your overall score.
Negative rate: the share of mentions with a negative sentiment.
Score impact: how many points the topic adds to or costs your score. It compares your actual score with what it would be without the responses that mention this topic.
Each card also shows the change compared with the previous period of the same length. Click a card to open the responses behind it.
đ Note: Scores cannot be combined across different metrics, so Topic score and Score impact are only shown when a single metric is selected.
Trend
The chart shows the share of responses mentioning the topic over time. Use the toggle to switch between:
Volume: one bar per day showing the topic's share of responses.
Sentiment split: the same bars split into positive, neutral, and negative mentions.
The dashed line is the topic's rolling average over previous days. A bar above the line means the topic came up more than usual that day. When a single metric is selected, two more lines show the topic score and your overall score, read on the right axis.
Use Export to download the chart as a PNG image or its data as a CSV file.
What's driving this topic
This section uses AI to read the comments that mention the topic and group them into the main reasons customers bring it up. Each driver shows:
A short name and whether it leans positive, negative, or mixed.
A summary of the underlying cause.
The sentiment of the comments quoted for it.
Up to three customer quotes. Click a quote to open the full response.
It needs at least 20 comments mentioning the topic.
The section shows when the drivers were generated and marks them as Stale after 24 hours. Click Regenerate to refresh them with the latest feedback. Regenerating is limited, so if the button is unavailable, the section shows when you can use it again. Use Export as CSV to download the drivers with their quotes.
What customers said
This list shows the responses that mention the topic, each with its campaign, customer, date, rating, and comment. Sort it by Recent, Most negative, or Highest severity. Click a response to open it without leaving the page.
To see or export every response that mentions the topic, click View all in Responses at the bottom of the list.
Breakdowns
The breakdowns show where the topic comes up most. Hover over any row for a plain-language explanation of its numbers, and click a row to open the matching responses.
Related topics: other topics raised on the same responses. "15 of 25" means 15 of the 25 responses that mention this topic also mention the other one. Only with this topic means the other topic never appeared without this one in the period. Click a related topic to open its own topic page.
By score band: the share of your promoters, passives, and detractors (or the equivalent groups for your metric) who mention the topic.
By campaign: the share of each campaign's responses that mention the topic. "vs avg" is the difference, in percentage points, from the rate across your whole account.
By customer property: the same comparison split by your customers' properties, so you can see which segments raise the topic most.
Top products: for Ecommerce accounts with order data, the share of responses involving each product that mention the topic, compared with the average across all responses that include a product.
Data coverage
The line at the bottom of the page shows how many responses the period includes, how many have a comment, how many of those were classified, and how many mention this topic. Topics are assigned from text comments, so this helps you judge how much feedback the page is based on.
Export the page as PDF
Click Export as PDF in the filter bar to download the whole page. The file includes the topic name, the date range, the metric, and the campaign you selected, so it still makes sense when shared later.
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