Verbatims Report

The total number of text responses collected during the selected period. This is your sample size. Higher volumes produce more reliable topic and sentiment analysis.

A breakdown of all text responses into three categories:

The distribution is displayed as percentages and counts. Track the sentiment ratio over time. A healthy trend shows increasing positive sentiment and decreasing negative sentiment.

demeterrr uses AI-powered sentiment analysis (with a keyword-based fallback when AI is unavailable) to categorize responses automatically.

The report groups feedback into common business topics:

• Service - Comments about service quality, friendliness, professionalism
• Wait Time - Mentions of delays, wait times, scheduling issues
• Quality - Product or work quality feedback
• Communication - How well the team communicated expectations, updates, follow-ups
• Price/Value - Cost-related feedback, perceived value for money
• Other topics - Additional categories based on your feedback patterns

Each topic shows its frequency and the sentiment breakdown within that topic. For example, "Service" might have 40 mentions, with 30 positive and 10 negative. This tells you service is frequently discussed and mostly positively perceived, but there's a negative subset worth investigating.

A list of the most frequently appearing keywords across all text responses. This raw word-frequency analysis complements the topic extraction by showing you the exact language customers use.

Look for unexpected keywords. If "parking" suddenly appears in your top 10, it may indicate a new issue your team hasn't identified yet through normal operations.

A scrollable list of recent text responses with their associated sentiment tags. This provides direct access to the raw feedback so you can read specific comments rather than just relying on aggregated metrics.

Filter the analysis by:

• All Time - Complete dataset for broad pattern recognition
• Selected Month - Specific month for focused analysis

Monthly views are best for tracking whether interventions are working. If you addressed a "wait time" complaint pattern in February, check March's verbatims to see if mentions decreased.

If the same topic appears in negative sentiment consistently (e.g., "wait time" with 80% negative sentiment for three months), it's a systemic issue that needs operational attention, not just individual coaching.

After making an operational change (new scheduling system, additional training, revised processes), use the Verbatims report to track whether the related topic's sentiment shifts. This provides qualitative validation alongside your quantitative scores.

Combine the Verbatims report with the Employee Performance report. If an employee has low scores, check their associated verbatims for specific feedback themes. "Communication" topics concentrated around one employee suggest targeted coaching on that skill.

Positive verbatims are a goldmine for testimonials and social proof. Filter to positive sentiment and look for specific, detailed comments that describe what customers loved. (Always get permission before using customer feedback publicly.)

Don't over-react to topics with very few mentions. Three negative comments about "parking" in a month of 500 responses is noise, not a pattern. Look for topics with consistent presence across multiple months.

A topic appearing frequently isn't necessarily a problem. "Service" might appear in 100 comments, but if 90 are positive, that's a strength, not a concern. Always check the sentiment breakdown within each topic.

Before escalating a verbatim finding, cross-reference with the Comments report for specific examples. The Comments report shows the full text of individual responses, giving you the context needed to understand whether a topic trend is worth acting on.

• Review weekly - Check the top topics and sentiment trends at least once a week
• Compare month over month - Track whether negative topic volumes are increasing or decreasing
• Document interventions - Note what operational changes you made and when, so you can correlate with verbatim trend shifts
• Share with the team - Positive themes boost morale; negative themes create improvement buy-in when shared constructively

For individual comment details, see Comments Report.

For the complete reporting overview, see Reports Overview.

For comparing feedback themes across locations or departments, see Advanced Comparison Report.