The Analytics page has two powerful tools for analyzing customer feedback - the Feedback Topic Analysis and the Feedback Word Cloud.
The response tags to categorize customer feedback into topics is a highly effective practice that will help you easily analyze your survey data.
Feedback Topic Analysis
The Feedback Topic Analysis report displays the most used feedback tags and their distribution over Promoter/Passive/Detractor survey responses. This information will help you identify certain customer experience patterns, such as what Promoters are mostly delighted about, or what’s keeping Detractors unsatisfied.
The report lists all tags that have been applied to customer feedback. They are ordered descending by their frequency, therefore, the most frequent tag will be on the top.
Next to each tag, you have a counter bar, displaying the total number of Promoter (green), Passive (yellow), and Detractor (red) responses which have the tag applied.
You can easily filter out a customer category by clicking on the Promoters, Passives or Detractors buttons from the top of the Response Tag Analysis block. The buttons are all selected by default. If you want to see for example only the Detractors, you need to click on the Promoters and Passives buttons to deselect them.
You can also use the filtering options available at the top of the page, you can view only response tags given by a certain segment of customers in a specific campaign.
To do so, click on the filters icon at the top of the page. From the drop-down menu, select the campaign name, and choose one or more customer tags. As soon as the filters are applied, your Feedback Topic Analysis will adjust automatically. Scroll down and view the filtered data.
For more information on filters please see the Dashboard and Feedback filters management
It is important to know that the Analytics page filters are different from the Dashboard ones. The Analytics page operates with People and Feedback while the Dashboard operates with People Data.
Feedback Word Cloud
The Feedback Word Cloud is a visual representation of keywords and phrases based on their frequency in Main open-ended text comments. Similar to the Feedback Topic Analysis you can easily filter the results per customer category - Promoters/Passives/Detractors.
This can help you identify the most used keywords by respondents, for example, you can see what are the points you should work on in order to convert Detractors and Passives into Promoters.
Another feature is displaying how many times the keyword was used in a survey scoring category. You just hover the mouse cursor on top of the word you are interested in: