Overview

Tag Analysis provides a comprehensive view of the most commonly mentioned topics or themes (tags) in customer feedback. It helps you understand what customers are talking about and how they feel about those topics.

By analyzing tags along with sentiment and trends, you can quickly identify key strengths, recurring issues, and shifts in customer perception over time. This allows teams to make data-driven decisions without manually reviewing large volumes of feedback.

When to use it:
Use Tag Analysis when you want to identify trends, measure sentiment across themes, and track how customer feedback evolves over time.

Focus on high-volume and high-negative tags first to prioritize impactful improvements.

Key Use Cases

• Identify the most discussed topics in customer feedback
• Understand sentiment distribution across different themes
• Track changes in customer concerns or satisfaction over time
• Discover strengths and areas needing improvement
• Monitor the impact of business changes on customer perception

Components Of Tag Analysis

How to Access Tag Analysis

1. Go to Text Analytics
2. Open Tag Analysis

Tags, Sentiment, and Volume

Tag Analysis displays themes or keywords extracted from open-text feedback, such as “Quick approval”, “High interest”, “Customer care”.

Each tag is paired with a color-coded sentiment bar that indicates how customers feel about that topic. Green represents positive feedback, orange represents neutral feedback, and red represents negative feedback.

You will also see the volume, which shows how often a tag is mentioned along with its percentage contribution to total feedback. This helps identify the most common topics being discussed.

Volume Change and NPS

Tag Analysis also tracks how tag mentions change over time through Volume Change (%), comparing current data with a previous period (weekly or monthly). This helps you understand whether a topic is gaining or losing attention.

Additionally, each tag includes an NPS (Net Promoter Score), reflecting customer satisfaction for that specific theme. Positive NPS indicates satisfied customers (promoters), while negative NPS highlights dissatisfaction (detractors).

Combining volume change with NPS helps identify not just what is trending, but whether it’s improving or worsening.

Word Cloud

The Word Cloud highlights the most frequently used words in customer feedback, helping generate automated summaries and tag suggestions.

Word Cloud summaries refresh automatically with every sentiment update.

Summary

The Summary section provides an overview of customer feedback based on analyzed tags and sentiment. It highlights key takeaways so users can quickly understand overall customer experience without reviewing individual responses.

This section includes insights such as top strengths, most appreciated themes, and key pain points.

Top Strengths highlight the most positively mentioned aspects of your product or service, such as fast delivery, high product quality, or good customer support.

Top Positive Tags

Top Positive Tags represent the themes customers appreciate the most. These are frequently mentioned with positive sentiment and help identify what customers like about your product or service.

For example, a tag like “Easy / Fast Process, Quick Approval” with high volume and strong NPS indicates a major strength in the customer journey.

Top Negative Tags

Top Negative Tags highlight issues or pain points that customers frequently mention with negative sentiment.

For example, a tag like “Extra Charges / Penalties” may indicate dissatisfaction due to unclear or unexpected costs. These insights help identify areas that require immediate attention and improvement.

High-volume negative tags should be prioritized as they indicate widespread customer dissatisfaction.

Tag Volume Change

Tag Volume Change shows how frequently a tag is mentioned compared to a previous period. This helps track whether certain topics are becoming more or less important over time.

It is useful for identifying emerging concerns or improvements in customer experience.

Tag Net Sentiment Change

This metric reflects how customer sentiment for a specific tag has changed over time. It shows whether feedback is becoming more positive or negative compared to earlier periods.

This is especially useful for evaluating the impact of product updates or service improvements.

Tag Trend

The Tag Trend section visualizes how often each tag is mentioned over time, typically on a monthly basis.

It helps track rising or declining discussions around specific topics and highlights recurring issues or improving service areas. For example, a consistently high-volume positive tag may indicate a strong experience, while a declining negative tag may show that an issue is being resolved.

Verbatim Section

The Verbatim section displays individual customer responses along with their star rating, detected sentiment (Positive, Neutral, Negative), and tagging options.