Comments (replies to open-ended questions in your questionnaires or customer feedback collected online) are accessible from a specific menu in the Feedback solution: Analyze > Customer Comments.

From this page, you can read all customer comments grouped by theme. Each theme is in the form of an open-ended question. To add or remove a theme: Managing comments

An automatic translation system is available for foreign language comments. The translation is carried out using the language of your browser.

A search engine is also available on this page in order to find verbatim text containing one or more specific words. The search engine works in exactly the same way as the search engine on the Customer Relationship page (The search engine)

• The word you are looking for is displayed in bold in the verbatim text.
• It is possible to search for several keywords at the same time by leaving a space “ ” between the two words (e.g.: Pool Bedding).

The display can be selected as a card or a list using the button below:

Each card contains: the date (reply date or experience date), 2 metadata items, the theme of the comment, the comment and a “View” button for accessing the customer’s card (The respondent card). This “View” button is only accessible if the user has the rights to access the “Customer Relationship” page.

The total number of comments is displayed, taking into account the filters, the analysis period, the semantics (selected concepts and/or message tone) as well as the search if applied.

Semantic analysis

If you are using semantic analysis, the concepts (parents-children) are also available via the Customer Comments page:

You also have the ability to filter the comments according to the tone of the comment: positive or negative.

It is also possible to combine the choice of concept with the tone.

Exemple: vous souhaitez lire les commentaires négatifs du concept "Qualité hébergement - propreté" vous devez :

1) Ouvrir la page de sélection des concepts:

2) choose the concept “Accommodation quality - cleanliness”

3) Then select a negative tone:

1. It is possible to search in the concepts popup by parent and/or child concept. Simply choose from the drop-down list or manually enter the word you are looking for.

2. When you click, all sub-concepts (children) linked to the parent concept and/or concept(s) associated with the child concept are displayed.

3. It is possible to click one by one or Select All in the top right corner.

4. Click on Apply to save the selected concepts.

Learn more about semantic analysis: General description of semantic analysis