Text Analysis
Customers raise the same handful of things over and over — but which of those themes actually hurt or help loyalty, and which are just loud? Text Analysis answers that. It automatically reads your open-text comments and groups them into themes across a multi-level taxonomy, then quantifies how frequent and how impactful each topic is. Where Sentiment Analysis tells you the tone, this tells you the subject — and, with its Impact Score, which subjects are worth your time. For VoC, product and ops teams, it's the difference between chasing whatever's loudest and prioritizing the themes that genuinely move the needle.
What you'll see
The report opens with comments overview scorecards your organization can tailor:
- Volume of comments and comment rate % — how much open text you're working with.
- Counts of comments analysed at each topic level of the taxonomy.
From there it moves from how themes are organized, to how often they come up, to which ones matter:
- A comments trend — overview scorecards with volume over time.
- Sankey / flow diagrams — how comments distribute across the topic hierarchy (Level 1 → 2 → 3), through themes like customer service, products, delivery & fulfilment, pricing & payment and timeliness.
- Topic-frequency horizontal bars — the most-mentioned themes ranked, with a quarterly / monthly evolution view alongside.
- A "topic by NPS segment" view — topic frequency split across promoters, passives and detractors, so you see what each group raises.
- An Impact Score bubble chart — each topic plotted by its positive versus negative influence on NPS, with bubble size showing volume, so the few high-stakes themes stand out.
- Per-topic sentiment stacked bars — the tone mix within each theme.
- A verbatim table — individual comments tagged by topic and sentiment.
Filter everything by date range, workspace, questionnaire, question title, topic level and topic to focus on one theme or one branch of the taxonomy.
Put it to work
- Prioritize by impact, not volume. The Impact Score surfaces high-volume, strong-negative themes to fix first — louder isn't the same as more damaging.
- See what each segment cares about. The topic-by-NPS-segment view shows what your detractors raise that your promoters don't.
- Spot a rising theme. The quarterly / monthly evolution flags topics climbing before they become a problem.
- Go from theme to verbatim. Drill from a topic straight into the tagged comment table to read the real words behind it.
Chase impact, not noise
A theme can be mentioned constantly and still barely affect loyalty — while a less frequent one quietly drives detractors. Always read the Impact Score bubble chart before deciding where to invest; it's built to separate the two.