Feedback Categories tab

The Feedback Categories tab steps back from individual records to show the big picture: all your feedback, grouped by category and sub category. Use it to spot the most common issues, see how each one rates, and dig into the feedback behind them.

---

Understanding the table

Each category row expands to show its sub categories.

Column	What it shows
Feedback Categories > Sub Category	The category or sub category name.
Cases	How many pieces of feedback are in this group. Hover over it to see how many cases were processed in total.
Count %	This group’s share of all categorized feedback.
0-6 Rating %	Share of this group’s feedback rated 0 to 6. Only shown if the project has ratings.
7-8 Rating %	Share rated 7 or 8. Only shown if the project has ratings.
9-10%	Share rated 9 or 10. Only shown if the project has ratings.
Avg Rating	The group’s average rating. Only shown if the project has ratings.

The table follows your filters, so you can, for example, see the categories for one owner or one period.

Feedback can count more than once

A piece of feedback with two or three classifications counts in each of its categories, so the counts across categories can add up to more than your total feedback.

Seeing the feedback behind a number

On a sub-category row, click the Cases number. A dialog opens listing every piece of feedback in that sub category, with its initiative and response text. It’s read-only. To review a record, find it on the Customer Feedback tab instead, for example by choosing the same Topic and Subtopic filters.

---

Using the table to prioritize

1. Open Feedback Categories - Click the tab in the project header.
2. Expand the categories - See their sub categories and case counts.
3. Look for high counts - These are your most common issues, and need a consistent response.
4. Check the ratings - A high share of 0-6 ratings suggests customers are unhappy with how that issue is handled.
5. Read the feedback - Click the Cases number on a sub category to read what customers are actually saying.

If your project has ratings, the Opportunity Score tab does this weighing up for you, combining volume, ratings and impact into one score.

Export downloads the table as a CSV file, with your filters applied.

---

Editing feedback categories

Click Settings in the project header to manage your categories. The Project Settings dialog opens on the Feedback Categories tab. If you’re a Project Lead or Viewer, the button reads View Settings, the tab is View Feedback Categories, and the list is read-only.

The tab lists your Topics (categories), each with its Sub Topics (sub categories). Sub topics can have a description, which helps the AI understand what belongs there. You can add, rename, reorder and delete topics and sub topics.

When you’re done, choose how to save:

Save Categories saves the category list only. Existing feedback keeps its current categories.

Save Categories & Retag saves the list and asks the AI to reclassify your feedback against it. The feedback shows as “Pending” for a few minutes while this runs in the background. Anything your team has already approved or changed is kept.

Saving replaces the whole list

Whatever is in the tab when you save becomes the new category list. Deleting a topic or sub topic doesn’t ask for confirmation, so check the list before you save. Every topic needs at least one sub topic, and sub topic names must be unique.

If you switch to another tab in Project Settings before saving, you’ll be asked whether to discard your changes. Click Stay on this tab to go back and save them.

Set up your categories early

Shaping your categories before you review lots of feedback saves time. Once you’re happy with them, use Save Categories & Retag to apply them to everything you haven’t reviewed yet.

---

Text Auto Reports

Want to dig deeper into what customers are saying? Action Connect can create a Text Auto Report (TAR) in Text Explorer from your project’s feedback, using your feedback categories as its topics.

Who can generate a report

Only the project owner can generate reports, and they need a Text Explorer license. Anyone with access to the project can open a report once it exists.

For the whole project

1. Open the editor - Click Settings in the project header. The dialog opens on the Feedback Categories tab.
2. Save first - If you’ve made changes, save them. You can’t generate a report with unsaved changes.
3. Generate - Click Generate TAR. The Text Explorer report wizard opens with the project’s feedback and categories filled in. Finish the wizard to create the report.

Once it’s created, a View TAR button appears in the project header.

Generating again creates a brand new report and points View TAR at it. The old report stays in Text Explorer.

For one sub category

On the Feedback Categories tab, hover over a sub-category row and click Generate TAR. The report covers only the feedback in that sub category, and finds its own, more detailed topics within it.

Once it’s created, the row’s action changes to Topical Insights, which opens the report.

---

Frequently asked questions

What’s the difference between Save Categories and Save Categories & Retag?

Save Categories updates the category list but leaves your feedback’s categories as they are. Save Categories & Retag also asks the AI to reclassify your feedback against the new list. Use Save Categories while you’re still building the list, and Save Categories & Retag when you’re ready to apply it.

Will retagging overwrite feedback I’ve already reviewed?

No. Anything your team has approved or changed is kept.

Why don’t the percentages add up to 100%?

Feedback with more than one classification counts in each of its categories.

Where did Defined Solutions go?

They’re now called initiatives, and one initiative can be linked to several sub categories. See Initiatives.

Why can’t I see Generate TAR?

Only the project owner can generate reports, and they need a Text Explorer license. The button also won’t work until the project has finished setting up.