Not sure how comment groups work? Find a handy explanation in this article.
Comment Groups automatically filter feedback comments into specific groups. This analysis tool can be found on your Customer Radar Dashboard.
For a full overview of your dashboard, try this article: Your Customer Radar Dashboard
Comment groups are used to detect certain words in customer's feedback comments, grouping them according to the preset categories. For example, the 'Excellent Experience' comment group would contain comments that mentioned words such as perfect, excellent, great, lovely or fabulous. This is a great feature to help you easily analyse trends in your customer feedback.
How do I use Comment Groups?
The first information that comment groups tell you is which comment groups are being talked about most by your customers. The bar graph compares the different comment groups by number of feedback responses or the NPS for that category. You can sort the groups in different ways such as highest or lowest responses or highest or lowest scores.
By hovering over the bar in the graph you can also see the proportion of your total feedback comments that match this comment group and the NPS for this comment group alone. You can also see the percentage of all feedback responses that are a Promoter, Passive or Detractor feedback for this comment group.
By clicking on each of the groups, you can filter the comments in your dashboard to only show feedback that is associated with that group.
By clicking the 'promoters', 'passives' and 'detractors' you can show just those feedback comments in the graph. Filtering your comment groups in this way can reveal the business areas that need the most attention. In the example below, most passive feedback comments are concerning the staff or the wait time.
Find a quick and easy explanation of comment groups in our full dashboard training video.