> For the complete documentation index, see [llms.txt](https://evidano.gitbook.io/ailyze-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://evidano.gitbook.io/ailyze-docs/common-research-workflows/analyze-customer-feedback.md).

# Analyze Customer Feedback

Turn customer reviews, support tickets, and survey comments into ranked themes, quotes, and a summary your team can act on.

This page shows you how to turn customer feedback — reviews, support tickets, and survey comments — into ranked [themes](/ailyze-docs/reference/glossary.md#theme), quotes, and a summary you can share.

At the end you will have ranked themes with quotes and [segment](/ailyze-docs/reference/glossary.md#segment) comparisons you can export.

## Before you start

* The Free plan or higher, plus your feedback as a spreadsheet (XLSX or CSV), a document (DOCX or PDF), or a web link you collect first.

## Step 1: Pick the workflow that matches your data

| Your feedback is…                                                    | Use                                                               |
| -------------------------------------------------------------------- | ----------------------------------------------------------------- |
| A **spreadsheet** (an NPS export, ticket dump, or feedback-form CSV) | **New spreadsheet project**                                       |
| **Documents** (interview write-ups, long-form feedback)              | **New document project**                                          |
| **Live on the web** (app-store, marketplace, or social comments)     | **Get Social Media Web Data** first, then analyze the spreadsheet |
| **Recorded calls**                                                   | **Transcribe Audio/Video** first, then analyze the transcript     |

## Step 2: Set up your analysis

1. Start **Analyze xlsx/csv files** and upload your export, one file per project.
2. At **Choose the type of Analysis**, pick **Analyze text responses in selected columns** to focus on the comment field, or "Analyze text, numerical, categorical, etc. survey data across all columns" for a full survey dashboard.
3. In **Configure Column Types**, drag your routing columns (channel, plan, region, or a satisfaction-score band) into "Segments".
4. Let Evidano generate themes for the comment column. An instruction such as *"Focus on resolution speed, agent helpfulness, and product issues"* sharpens them.
5. Click **Create Project and Start Analysis**.

<figure><img src="https://1178311500-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fi4GBXPMUDxszIpUVOARU%2Fuploads%2FVD9QIEgmf3Zz6wCRNKkE%2FAnalyze%20Customer%20Feedback%201.gif?alt=media&amp;token=cb243059-74e7-4389-8d2b-56630ae14fae" alt="Setting up a customer-feedback spreadsheet analysis"><figcaption><p>The comment column goes into the text analysis; plan and region columns go into Segments.</p></figcaption></figure>

## Step 3: Read your results

* **Themes and** [**sub-themes**](/ailyze-docs/reference/glossary.md#sub-theme) of pain points and praise, with [frequencies](/ailyze-docs/reference/glossary.md#frequency) to prioritize by volume.
* **A quote for each theme**, ready for a deck.
* **Segment comparisons** showing which customers are affected most, and **a coded data table** of every comment.

<figure><img src="https://1178311500-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fi4GBXPMUDxszIpUVOARU%2Fuploads%2FGMpEi0eUNt38kt9bcsTt%2FAnalyze%20Customer%20Feedback%202.png?alt=media&amp;token=012ed755-b8df-4e3b-8249-a1957682f5a5" alt="Customer-feedback themes with frequencies and quotes"><figcaption><p>Frequencies show how common a complaint is; the quotes underneath show what customers actually said.</p></figcaption></figure>

## Step 4: Turn it into a deliverable

* Click **Chat to generate report or chart** and ask: *"Give me the top five pain points with a representative quote and the share of responses for each."*
* **Download as DOCX** for a written report, or **Download as CSV** for your own tool.

{% hint style="warning" %}
**Costs money:** Downloading a report and adding collaborators need the Pro plan. See [Plans, Limits & Credits](/ailyze-docs/reference/plans-limits-and-credits.md).
{% endhint %}

## A realistic example

> **Scenario:** You export **5,000 support tickets** with product area, plan, and message columns, theme the message field with product area and plan as segments, and within the hour have the top problems by product area, ranked by volume and quoted.

## Next steps

* [Analyze open-ended survey responses](/ailyze-docs/common-research-workflows/analyze-open-ended-survey-responses.md) — the full spreadsheet workflow behind this recipe.
* [Compare groups and segments](/ailyze-docs/analyze-data/compare-groups-segments.md) — contrast plans, regions, or channels.
* [Create an executive summary](/ailyze-docs/create-deliverables/create-an-executive-summary.md) — turn the findings into a one-pager.