Review Management
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      1. Yonder Knowledge Base
      2. Review Management

      Using Topics to Track Customer Feedback

      Organise customer feedback by topics to identify trends and improve guest experience.

      Customer reviews are valuable, but sorting through them to identify key themes can be time-consuming. With Yonder’s 'Topics' feature, you can automate the process by tracking recurring themes in reviews and surveys. Let our AI do the heavy lifting so you can focus on enhancing the guest experience.

       

      What Are Topics?

      Topics are key themes you want to monitor in customer feedback. For example, if you want to assess opinions on ‘Customer Service,’ Yonder will track mentions of related keywords, providing a comprehensive overview of customer sentiment - positive or negative.

       

       

      How to Set Up Topics

      1. Log in to Yonder, navigate to the Reviews tab and click Mentions.
      2. Click Topics and select Add Topic.
      3. Enter a Topic Name and relevant keywords (separated by commas).



      Tip      : Include both positive and negative keywords for a well-rounded perspective. 

       

       

      Why Use Topics?

      Tracking topics in Yonder helps you quickly identify trends in customer feedback, highlighting what customers appreciate and where improvements are needed. This makes it easier to address issues, recognise strengths, and make data-driven decisions to enhance the guest experience. 

      Popular Topics to Track:

      • Customer Service
      • Guest Experience
      • Pricing
      • Booking
      • Check-in/Check-out
      • Food & Drink
      • Facilities
      • Location
      • Safety
      • Rooms
      • and more!

       

       

      Viewing Topic Results & Insights

      Filtering & Sorting

      • Filter topics by name or highest number of mentions.
      • Set a date range to track changes over time.

      Review Lists & Exports

      • Clicking on a topic displays all associated reviews and survey responses.
      • You can also export lists to easily share insights with your team.

      Topic Overview & Smart Summaries

      • View the sentiment breakdown (positive, neutral, negative) for each topic.
      • AI-generated Smart Summaries provide a concise monthly analysis of customer opinions.

      📘 Learn more about ‘Understanding Smart Summaries’.

       

       

      Yonder’s Topics feature simplifies review analysis, helping you gain actionable insights with minimal effort. By tracking key themes, you can better understand customer sentiment, highlight strengths, and identify areas for improvement - all in one place.

      Frequently Asked Questions

      Which review sources are included?
      Yonder collates reviews from integrated platforms like Google, Facebook, and Yonder surveys.

      Can I customise my topics?
      Yes! You can add as many topics as needed and modify keywords anytime.

      How do I export topic data?
      Select a topic and click Export to download the relevant reviews and insights.

       

      Have other questions? Contact support@yonderhq.com.