The Feedback Page
The Feedback page is where you view and analyse all your customer feedback. From here, you can explore Highlights, Observations, and individual comments - all with unified filters, search, and built-in charts.
The Feedback Page
The page is organized into three tabs, each offering a different level of detail:
Highlights - AI-generated summaries of the most important feedback across your data. These surface key insights immediately, so you can understand what's happening at a glance without reading through individual comments.
Observations - granular insights showing specific issues and praises trending in your feedback. Each Observation is actionable: you can see exactly what problems are emerging, add them to dashboards, or include them in reports to track over time.
Feedback - direct access to individual customer quotes. This is where you go when you need to see the actual words behind the data and understand precisely what customers are saying.
A single set of filters and a unified search bar work across all three tabs. You can adjust date ranges, data sources, data types, themes, and categories - and your selections carry over as you move between Highlights, Observations, and Feedback.
This means you can start by reviewing Highlights for a particular theme, switch to Observations to see the specific issues driving it, and then drill into the verbatim feedback, all without reapplying your filters.
Highlights
Highlights are AI-generated summaries that group together related Observations speaking to the same underlying issue. Rather than reviewing many similar Observations individually, you can see them clustered under a single Highlight that captures the broader topic.
Each Highlight gives you a quick read on what's happening in a particular area of your feedback. You can expand a Highlight to see the specific Observations it contains, and drill down further to view the verbatim feedback behind each one.
Highlights are designed to help you move quickly from data to insight. You can:
Copy them to include in reports or share with your team
Add them to dashboards
Expand them to explore the underlying Observations and customer quotes.
Observations
Observations automatically surface precise, quantified insights from your customer feedback - specific issues your team can tackle right away.
While Themes capture broader strategic trends, Observations go deeper, surfacing the most granular issues and praises within your product or service. Each Observation is ranked by the number of customer mentions, so you can quickly see what's coming up most frequently.
From the Feedback page, you can:
Zoom in to expand an Observation to see its description and review the underlying customer quotes.
Apply as a filter to narrow your view to feedback related to that specific issue.
Add to a dashboard to track it over time alongside other metrics.
Open in a report to include it in your analysis or share it with stakeholders.
Hide an Observation if it's not relevant to your team.
Feedback
The Feedback tab shows all the comments your customers have left across your connected data sources. Each comment is automatically tagged with a theme by Chattermill's Lyra AI.
Click on any comment to see more detail:
View and edit the themes applied to it.
Add additional tags or themes.
Review metadata such as date, source, and customer information (this will vary depending on where the comment came from).
Attributes
To zoom in on a particular area - like a theme, category, or market - you can filter by a range of feedback attributes:
Click Add Filter on the left to choose from existing filters, or use search to find a specific one.
To focus on a particular theme, click Themes and select the one you're interested in.
To apply a set of filters you've previously saved, click Default filters in the top left and choose a segment.
To find comments containing specific keywords,, use the Search bar.
Saving a segment
If you find yourself using the same set of filters regularly, you can save them as a segment. Segments can be reused across the platform — when creating reports, filtering dashboards, or setting up Workflows.
On the Feedback page, apply your filters and select the themes you want.
Click Save new segment in the bottom left.
Give your segment a name.
Click Save segment.
Editing a segment
Go to Settings > Segments.
Find the segment you want to update and click Edit.
Adjust the filters or themes as needed.
Click Save segment in the top left, next to the segment name.
Adding new attributes
The available attributes are based on the feedback and metadata you send to Chattermill. If you need an attribute that isn't on your list, contact [email protected].
Themes
On the left-hand side, you'll see a list of themes. These are based on your Theme Structure - a framework Chattermill creates by analyzing your data and identifying the topics your customers consistently mention.
Click on any theme to filter your results. Highlights, Observations, and Feedback will all update to show only what's relevant to that theme.
Built-in charts
On the right-hand side of the page, you'll find curated charts showing feedback volume by theme and source. These give you a quick visual overview of what's trending in your feedback without needing to build any reports.
You can customize these charts to suit your needs - change the metric, or switch the breakdown to view data by country, source, or other dimensions. The charts update automatically based on any filters you've applied, so they always reflect the data you're currently looking at. Your chart preferences are saved locally in your browser.