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Text analytics for customer feedback

Open comments hold the reasons behind the scores. We design topic models that sort comments into themes your organisation recognises, then set them up in Qualtrics or with your team, so you can count the themes and track them over time.

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Themes from commentsDeliveryStaffPriceApp

When it helps

Signs you need this.

  • Comments are read by one person, when there is time.
  • The default topic categories don't match how your business talks.
  • A large share of comments land in a catch-all category.
  • You can see that the score fell and can't see why.

How we do it

How we build a topic model.

  1. Use case

    We agree which questions the analysis must answer, and for whom.

  2. Topic library

    We design a hierarchy of topics in your business's language, drawing on a sample of your comments.

  3. Build and tune

    We build the model and test it on comments it hasn't seen. We refine it until coverage and accuracy are acceptable to you.

  4. Reporting

    We add topics and sentiment to dashboards alongside scores, so themes can be filtered and trended.

  5. Handover

    We train an owner to maintain the library as products and language change.

What you get

What you have at the end.

  • A documented topic library
  • A tuned model, with coverage and accuracy reported
  • Dashboard pages for themes and sentiment
  • A maintenance guide
  • A training session for the model owner

Before you startText models need volume. If you receive few comments, we'll tell you whether a model is worth building or whether reading them is the better method.

From our principal consultant's work at Qualtrics

Introduced topic models that cut the time teams spent on monthly reporting.

Done as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party. More experience

What we need from you.

  • Enough comments for the area in focus
  • Your product, service and process vocabulary
  • A person who'll own the topic library
  • The dashboards where themes should appear

Questions

Questions you may have.

Which tools do you work with?

We can build models in Qualtrics. The way we design a topic library carries across to other tools.

What about generative AI summaries?

They're useful for reading a large volume quickly. To track a theme over time you still need stable categories, so we use the two together.

How many comments do we need?

Enough that each topic you care about appears regularly. We check your volumes first and tell you if they're too low for a model to be reliable.

Related

Related services.

Next step

Tell us where your programme is.

The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.

Request a discovery call info@unfoldcx.com