Detailed functionality of the Verbatims Report

The Verbatims Report allows you to automatically analyze your customers’ text comments to better understand what they appreciate, what is causing problems, and which aspects of your business deserve special attention. This article explains in detail how this report works and how to use it to track your customer experience.

To access it:

You will see a preview of the report based on a sample of your customers, including the “Total analyzed” and “Pending” indicators.

“Total analyzed” represents the number of texts already analyzed by the AI Assistant in the report.

“Pending” represents analyses that have not yet been processed. These analyses are important if you want a complete view of your customer experience.

To analyze all pending texts, you simply need to increase your AI limit. As soon as the limit is increased, feedback analysis will automatically run on all pending texts.

Note: It is recommended to monitor the estimated feedback volume when changing plans so you can continue analyzing all new feedback received in the Verbatims Report.

The first step is to structure the categories that will be used to classify verbatims.

This action launches an analysis of all responses and usually suggests between 6 and 8 main categories representing the main aspects of your business, for example:

In the “Organize” view, identify the category columns and the topics associated with each one. Each topic contains a certain number of related verbatims.

Once the suggested categories are displayed, click “Confirm”.

You can also create your own categories:

To automatically distribute topics into your current categories:

In the organization view:

Tip: This step is important because the quality of your categories directly affects the quality of the analysis that follows.

Once the categories are organized, use the filters to define the scope of the analysis.

You can filter by:

After choosing your filters, click “Start Analysis”.

After launching the analysis, you will see several summary indicators.

Total number of verbatims analyzed over the selected period.

Percentage of verbatims classified as positive (very positive or positive) over the selected period.

Category with the highest share of positive verbatims over the selected period.

Category with the lowest share of positive verbatims, therefore the most negative, over the selected period.

Below the main indicators, you will see the “Insights to watch” section.

This section highlights the items that require the most attention, including:

This section helps you quickly identify critical points without having to review the full report.

The “Sentiment by source” section shows the distribution of sentiment for each feedback source.

For each source, you can see the percentage of verbatims that are:

For example, you can compare whether Google reviews are more positive than comments collected through surveys.

This view is useful for understanding where the most positive or most negative perceptions are coming from.

By scrolling further down, you will see the “Sentiment distribution” section.

This section shows the overall share of verbatims that are:

It gives you a quick overview of the general tone of comments over the selected period.

This section shows the number of positive, neutral, and negative verbatims for each category.

It helps you quickly identify:

You can click on a category or a percentage to view the related verbatims and see exactly which customers and texts explain the result.

By scrolling further down, you will see the “Category sentiment over time” section.

This section displays the average sentiment score by category over the selected period.

It allows you to track how positive and negative sentiment evolves for each aspect of your business.

This can be especially useful for measuring the impact of your actions. For example, if you implement changes to improve wait times, you can see whether the category related to waiting improves over time.

In this section, you can also use the “Breakdown” field to choose how the trend is displayed, for example by month.

At the very bottom of the report, you will see the “Theme spotter” section.

An analysis of the main themes is generated automatically. This section also lets you ask your own questions about your business to get a more detailed analysis.

For example, you can ask:

What are the most frequent negative comments?

Each result block in theme detection corresponds to a theme automatically identified by the AI Assistant. For each theme, you will see its title, the number of related verbatims, the number of sendings involved, the related location if applicable, and a short summary of what customers are saying. For example, a theme such as “High cost of care” or “Unsatisfactory wait times” helps you quickly identify recurring pain points and better guide your improvement actions.

A good category structure improves the readability of the entire report.

If you see many items marked as “Pending”, increase your limit to get a complete analysis.

Before interpreting results, make sure you have selected the right period, the right locations, and the right sources.

The Verbatims Report is especially useful when reviewed regularly so you can track category trends and measure the impact of your actions.

The Verbatims Report helps you: