Your Themes & Concepts tool is a summary of the Themes & Concepts identified when analyzing the open ended feedback of a specific data set.

In this guide:

What is a Theme?

Themes are what your team has identified when analyzing a specific set of open ended feedback (like survey responses) in Kapiche.

What is a Concept?

Concepts are the terms that Kapiche has identified as having the most influence and meaning in that data set using Natural Language Processing - your teams then use these Key Concepts as a starting point to help build out your Themes.

Using Themes & Concepts

You can toggle between Themes & Concepts by clicking on the DATA drop down menu towards the top of the widget.

By default, Themes & Concepts will be sorted based on frequency but you can use the DISPLAY dropdown to sort based on the impact they’re having on key business metrics such as your Net Promoter Score, CSAT, Sentiment and even Revenue by using the 'Display' drop down menu.

For example, in the image below we can see that if the feedback relating to Value for Money didn’t exist, our NPS would increase by 11.09 points.

Note: The blue numbers in the column to the far right indicate the overall score for that particular Theme or Concept.

You can also hover over each Theme or Concept to display some high level stats (like NPS & sentiment):

Drilling down into a specific Theme or Concept

You can click into a Theme or Concept to to view a dedicated insights page for them where each page contains:

The overall NPS & Sentiment for that Theme/Concept and how they're trending over time:

A summary of all of the verbatims that relate to that Theme/Concept, which can be sorted and filtered using the relevant drop down menus:

A timeline chart that allows you to see how the different fields in your data set are trending over time in relation to your Theme/Concept.

Tip: To update the different data sources and views you can use the relevant drop down menus along the top!

A context network to help you understand which terms in the

The Context Network helps you understand which terms in your data set have the most meaningful relationship with that Theme/Concept:

The thickness of the line indicates the strength of the relationship between the connected terms and the size of the circle indicates how frequently these terms appear.

For example, by looking at the size of each circle and by how closely they are appearing together, we can see that the ‘Cabin Crew’ of this flight are frequently being mentioned when passengers are sharing feedback about their In Flight Experience (which is the Theme we clicked into to explore).

A Segmentation Chart that surfaces Segment Outliers

And finally, one of the most powerful tools you’ll have access to with your Kapiche Dashboard is the Segmentation Chart which enables you to quickly and easily identify how each theme relates to your different customer segments.

For example, in this data set we can see that those flying in Economy class are less likely to talk about their In Flight Experience than those who flew in Business Class (you can learn more about how our Observed vs Expected stats here!).

Tip: To update the different data sources and views you can use the relevant drop down menus along the top!

To navigate back to your main dashboard you can click on the 'Back to overview' button towards the top-left hand corner of the page:

Using Segment Filters to surface Theme Drivers

If you've applied a Segment Filter on your Dashboard your Saved Queries & Concepts tool will update to show you which Themes and Concepts are most related to the Segment you've applied as a filter.

In the example above what we've done is apply an Age Filter of 18-24 year olds on the Dashboard which then refreshed the Themes & Concepts widget to show us which Themes/Concepts our 18-24 year olds care most about! 😱

Here's what this workflow looks like in action:

Questions? 🤔

If you have any questions about your Themes & Concepts tool (or if you just need some help!) you can get in touch with us any time by hitting the blue chat button to your right 👉

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