Extract and rank the biggest sources of dissatisfaction automatically.
Complaint themes are reviewed manually for reporting today. Chattermill extracts and ranks complaint themes automatically, so the team knows the biggest sources of dissatisfaction quickly.
You use this guide to open the theme analysis, review volume-ranked complaints, read representative examples, spot rising issues, and feed the findings into your CX report.
Replace manual feedback review with an evidence-based customer-health summary.
Give management an evidence-based view of complaint drivers without manual compilation.
Show which issues most drive customers to leave so fixes target what matters.
Open the theme analysis for complaints. Navigate to the theme analysis for complaint feedback.
Review the complaint themes ranked by volume. Scan the themes to understand the most frequent sources of dissatisfaction.
Read examples behind the top themes. View representative customer feedback to understand the context behind each theme.
Note which themes are rising. Look for themes that are increasing to identify emerging issues.
Feed the top themes into the CX report. Use the theme information in your reporting.
You are preparing the monthly CX report for [leadership team]. 1. You open Chattermill and access the theme analysis for complaints for [the reporting period]. 2. The top theme is "[Complaint theme A]" with [volume] mentions, rising compared to [previous period]. 3. You review example feedback behind the theme: - "[Example customer feedback quote]" - "[Example customer feedback quote]" 4. You note "[Complaint theme A]" as a top complaint and flag it as rising. 5. You add the theme information and example quotes to your CX report. 6. You repeat for additional themes and complete the report section.
Show the top complaint themes by volume for the period, which are rising, and example feedback behind each, for the CX report.
See whether an issue is improving after a fix or getting worse.
Surface negative sentiment and churn signals tied to specific customers.