Themes help teams understand the bigger customer stories behind individual response tags. Instead of reviewing tags one by one, you can now group related tags into themes such as Product usability, Support experience, Pricing, or Feature requests, then track how often those themes appear across feedback.
What’s new
- Theme management in settings: Create, edit, and delete themes from Settings → Themes.
- Flexible tag grouping: Add one or more response tags to each theme. Tags can belong to more than one theme when they support multiple analyses.
- Theme analytics dashboard: Use Analytics → Themes to see tagged responses, theme mentions, active themes, and theme coverage.
- Top theme reporting: Compare themes by mentions, share, trend, average score, and negative share.
- Theme detail views: Open a theme to review its included tags, score distribution, and recent matching responses.
- Survey, score, and date filtering: Narrow theme analytics by survey, score band, and date range.
- Ungrouped tag visibility: Tags that are not yet assigned to a configured theme can still appear in analytics so tagged feedback remains visible.
Why it matters
Themes make it easier to move from individual pieces of feedback to clear product, support, and customer-experience priorities. Teams can spot recurring customer concerns, monitor whether themes are improving or worsening, and drill into the responses behind each trend before deciding what to do next.
Get started
- Go to Settings → Tags and confirm your response tags are ready.
- Go to Settings → Themes and create your first theme.
- Select the tags that belong in that theme.
- Open Analytics → Themes to review theme performance and matching responses.
For step-by-step instructions and troubleshooting, see Using themes in Novella.