Thousands of survey comments and reviews become a monthly list of themes, with examples

Every survey comment and Google review is read and tagged each month. The service head gets the top themes, what changed since last month and real comments as examples.

Used day to day by
  • Customer service head
  • Regional service managers
  • Customer experience team

How it runs with AI

The AI reads every comment each month, in whichever language it is written, and tags it with a theme. It counts each theme against last month and emails the service head a short list with real comments as examples. The team spends its time fixing what the comments point to.

How it is done today

Comments from the after-service survey and Google reviews pile up across your service centres. Once a quarter, someone exports them to Excel, reads a few hundred, tags them by hand and builds a summary. Most comments stay unread, and a problem in one city shows up months later as lower ratings.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Collects every survey comment and Google review from the month

    Needs to know: Survey and review sources, Service centre list

    In Qualtrics , Google reviews

  2. Step 2, AI

    Reads each comment, in whichever language it is written, and tags its theme

    Needs to know: Agreed list of themes, Languages customers use

    In Qualtrics , Google reviews

    Exception to step 2

    Sends unclear comments to a person, who can add a new theme

  3. Step 3, AI

    Counts each theme and compares it with last month

    Needs to know: Last month's counts, What counts as rising

    In Power BI

  4. Step 4, AI

    Emails the service head the top themes, with real comments as examples

    Needs to know: Personal details to remove, Report recipients

    In Outlook

  5. Step 5, Person

    Picks the themes to act on and names an owner for each

    In Outlook , Power BI

What stays with a person

  • Picks the themes to act on and names an owner for each

Apps in this example

  • Qualtrics
  • Google reviews
  • Power BI
  • Outlook

The same flow works with the apps you use.

This fits you if

  • You collect more than 1,000 survey comments or reviews a month
  • Customers write in more than one language
  • Your service or sales network spans several cities or regions
  • Today the comments get read in samples, or once a quarter

What to watch for

  • The service head agrees the list of themes at the start, and a person checks a sample of the tags each month
  • Customer names and phone numbers are removed from the examples before the email goes out
  • Replies to Google reviews stay with your team. The automation reads the reviews and leaves the replies to people
  • Deciding what to fix, and any step about a particular centre or technician, stays with the service head

Read more

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