Feedback Intelligence
Discover recurring topics, sentiment, and the responses behind your open-text feedback
Feedback Intelligence turns written responses into a structured view of what people are talking about and how they feel. It organizes feedback into groups, topics, and aspects, then shows mentions, trends, sentiment, and the responses behind each insight.
Where to find it
- Open your project in the encatch dashboard.
- In the left sidebar, select Feedback Intelligence directly below Forms.
Don't see Feedback Intelligence? Ask your organization admin. You may need feedback analytics access, or the feature may not be enabled for your environment.
How it fits together
Feedback Intelligence organizes open-text feedback into three layers:
| Level | Who sets it up | What it's for |
|---|---|---|
| Group | You | Broad themes, such as Product, Support, or Billing. |
| Topic | You or AI | Focused themes inside a group, such as Checkout or Onboarding. |
| Aspect | AI | Specific things people mention, such as "slow loading" or "confusing layout." |
You manage groups and topics. Aspects are detected automatically as written responses are analyzed.
Choose the feedback to analyze
Use the controls at the top of the page to set the scope:
- Date range — Choose the period you want to analyze.
- Forms — Switch between active forms (published and paused) and archived forms.
The summary and topic results update to match the selected scope.
Read the summary
The summary cards show:
- Overall sentiment — The average sentiment across analyzed answers, with a comparison to the previous period when data is available.
- Topics detected — The number of topics found across your groups and selected forms.
- Responses analyzed — Written answers that contain at least one detected topic.
Explore groups and topics
Select All groups or a specific group to narrow the topic list. You can view topics as cards or a table and sort them by:
- Most mentioned — Topics with the most mentions in the selected period.
- Rising — Topics increasing compared with the previous period.
- Most negative — Topics with the lowest sentiment.
Select a topic to see its aspects, mention counts, sentiment scores, and sentiment mix.
View the responses behind an aspect
Open an aspect to see the written responses that mention it. The response panel shows the aspect's sentiment and mention count, and lets you filter responses by All, Positive, Neutral, or Negative.
Manage groups and topics
Select Manage topics on the Feedback Intelligence page, or go to Settings → Global Settings → Topics. See Topics for complete setup instructions.
If Manage topics is disabled, ask a project admin for global settings access.
Enable Feedback Intelligence for text questions
In the form builder, enable Feedback Intelligence for a long answer or short answer question. The question's summary report then includes:
- Aspects & sentiment — Maps answers to your Topics taxonomy. Each aspect receives a sentiment score and a salience score, which indicates how prominent the aspect is. Salience also contributes to overall sentiment.
- Word cloud — Shows frequently used terms for quick scanning.
You can optionally select specific groups to limit aspect and sentiment analysis for that question. Leave Groups empty to use the full taxonomy.
Each time analysis runs, it uses 1 AI Credit.
Where else it appears
- Form results → Overview → Feedback Intelligence — Analyze topics for an individual form using the report's filters.
- Summary report — View aspects and sentiment for each enabled text question.
- Individual responses — See the aspects and sentiment detected in a written answer.
Tips
- Start with a small set of groups that match how your team already talks about feedback.
- Add clear descriptions to help the AI categorize feedback consistently.
- Check Uncategorized regularly and move topics into the most relevant group.
- Widen the date range if no categorized responses appear for the selected period.
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