Analyzing Feedback

In Responses, use filters before reviewing individual rows.

Available controls include:

• search by contact identity
• period range
• location
• employee
• sequence
• quick state filters (all, favorites, assigned, dissatisfied, new, in progress, resolved)

1. Filter by period and location to establish context.
2. Isolate dissatisfied and new first.
3. Review score bands (NPS/CSAT) and sentiment markers.
4. Tag recurring themes from comments.
5. Move responses through status and owner assignment.

This keeps analysis tied to execution.

Focus in this order:

1. repeat detractor causes
2. unresolved operational blockers
3. high-volume but low-severity friction
4. long-tail improvements

Not every negative comment needs a policy change. Repetition is the signal.

For each pattern, define:

• owner
• due date
• expected outcome metric

Example:

• Pattern: wait-time complaints from one location
• Owner: location manager
• Action: staffing adjustment at peak hour
• Metric: response-time SLA and CSAT trend over 30 days

• reacting to single outlier comments
• mixing locations/channels without filtering
• closing items without owner accountability

• Viewing Responses
• Using Filters
• Managing Responses
• Comments Report