A topic can best be compared to a category or an area. Examples of different topics can be simplicity, proactivity, information, accessibility, etc. Topics are created based on Brilliants method and impact on customer loyalty. The text analysis is an AI-driven, smart product that Brilliant guides in the right direction through a number of triggers.
Example
A text comment can describe a topic without using specific words that describe the topic. For example, a comment can be about simplicity without the word simplicity being included in the text. Below are two comments that both concern with simplicity.
"The onboarding was fast, and we we're up an running in no time!"
vs
"We lost our login details and had difficulty creating new passwords."
Both comments talk about the same topic, but the sentiments are different. One is positive, one is negative. If the content regarding a specific topic is both positive and negative, it is categorized as neutral sentiment.
Other open-ended questions
The text analysis includes several predefined topics that are most frequently found in our database linked to the open-ended question for NPS. You can choose other open-ended questions in the text analysis, but keep in mind that the topics are the same regardless of the question, so they may not entirely match the open-ended question you have asked.