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THE DASHBOARD VIEWS

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.

Step 1: Identify the top positive and negative themes

The Feedback Overview page provides a view 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

TIP: Filter for the themes by account, market, sector, and other criteria. Switch between Market views to compare your results and spot any sector or region-specific trends.

Step 2: Dive deeper into a specific theme

Navigate to the Theme Analysis view to get a more detailed breakdown of the mentions of the selected theme by selecting the page in the side navigation and setting a filter for the theme you want to dive deeper into.

See trends for that theme over time, including positive and negative sentiment compared to previous rounds, to understand if feelings around the theme are improving or becoming more of an issue.

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, scroll to the Individual Responses table on the same page.

Here you'll see all the comments made related to that theme as well as

  • The contacts who have mentioned it

  • Contact priority level (Critical, Primary, or Standard)

  • And the account

Hover over the 'Feedback' icon to see exactly what comment the contact had made.

This will help you understand:

  1. What unmet needs and priorities have led to negative feedback

  2. Which accounts or markets need your attention first

  3. Which contacts within an account to reach out to 

  4. Who on your team you may need to speak to 

  5. Potential changes needed to improve service delivery

Did you know: Themes are split into 3 levels e.g. Level 1 - Relational, Level 2 - Communication / People / Attitude, Level 3 - Responsive / Proactive / Hard-Working / Friendly. Level 3 themes are usually what has been specifically mentioned in feedback. 

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