👋 What is the Workbench?
The Workbench is where you explore the customer feedback behind the data. It helps you understand what people are saying, how they’re feeling, and why certain scores like NPS or CSAT are moving.
You don’t need to configure anything to use it. The Workbench is designed to help you dig deeper and find meaning in the themes Kapiche has already surfaced. If something feels off or you think a theme is missing, your Project Admin can make changes, feel free to reach out to them if you spot anything worth updating.
🔍 What you can do in the Workbench
1. View the top themes in your data
Kapiche automatically identifies patterns in customer feedback and groups similar comments together into “themes” which are placed into "Theme Groups".
The Workbench shows:
How often each theme is mentioned (volume)
Whether the comments about each theme are positive, negative, or neutral
Which themes are growing or shrinking over time
Your CX Metrics associated with the responses with that Theme or Theme Group
💡 Sort by volume to see what’s most talked about, or by impact to see what’s driving your score.
2. Read what customers actually said (and get a quick summary)
Click on any Theme or Theme Group to drill in, where you can:
Review the At a Glance summary at the top of the comment list – this gives you a short, AI-generated overview of what people are saying about the theme
Read the actual customer comments that make up the theme
See each comment’s sentiment (positive / negative / neutral)
💡 Use this view to get the story behind a theme - read the summary for a quick take, or scan comments to find quotes for reporting.
3. Use filters to zoom in on specific feedback
At the top of the Workbench, you’ll see filter options that let you refine what you’re looking at.
You can filter by:
Sentiment (e.g. only see negative comments)
Segment or team (e.g. just one region, brand or business unit)
Score groups (e.g. Promoters vs Detractors)
💡 This helps you answer questions like “What are Detractors in NSW saying about onboarding?”
4. Track how themes change over time
You can use date filters or check the Timeline widget in your Dashboard to see how certain themes are trending over time.
This is useful for:
Spotting emerging issues
Validating the impact of a recent initiative
Comparing months or quarters
5. Use the Segmentation Widget to spot differences
The Segmentation Widget lets you quickly compare how themes differ across groups - like business units, brands, or product lines.
You’ll see:
Which segments talk about a theme more (or less)
Whether sentiment differs between groups
How important a theme is in one group vs another
👉 What Observed versus Expected Frequency tells you
💡 Use this when you need to tailor insights to a specific part of the business.
6. Use Comparison Mode to spot what’s unique
Comparison Mode lets you compare two groups (e.g. Metro vs Regional) to find:
Themes that are more common in one group than the other
How sentiment or volume differs between those groups
💡 Helpful for finding what’s driving the difference in scores.
7. Use the Quadrant Chart to prioritise action
The Quadrant Chart helps you prioritise themes by plotting:
Volume (how often it’s mentioned) on one axis
Impact (how much it drives the score up/down) on the other
Themes that are both high-impact and high-volume will show up in the top-right — these are the biggest opportunities to take action.
💡 Use this view when deciding what to prioritise or include in reporting.
✅ When should I use the Workbench?
Use the Workbench when you want to:
You want to explain why a score has changed
You’re looking for trends or emerging topics
You need customer quotes or examples
You’re preparing a report and want to back it with evidence
You want to understand what matters most for different segments or audiences
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