How to find recurring themes in customer reviews
Review themes show what customers repeatedly talk about, such as setup, durability or communication. Grouping these subjects helps a team choose which experiences deserve a more detailed investigation.
Start with the right material.
- What you provide
- a loaded set of product or service reviews.
- The intended result
- Group recurring themes and provide counts within the selected sample.
How the workflow works.
Assign themes from the actual comments and allow a review to discuss more than one subject. Keep representative excerpts so the meaning of a category remains inspectable.
What to check in the result.
Check whether a theme is supported by several independent reviews or one repeated complaint. Report the sample size and counting method before comparing the apparent importance of different themes.
Import the CSV with a consistent delimiter and inspect text identifiers, dates and amounts before using spreadsheet totals. Keep the original file available while checking any automatic type conversion.
Learn from the worked example.
The downloadable CSV example uses these columns: Theme, Count, Sample size. Compare a complete record with the source before sorting, combining or importing your own output.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.