One of the easiest ways to understand Trends is to think of them as saved searches. Are you constantly trying to find all the feedback that mentions “Customer Support”? Or feedback that includes a large number of different property values? With Trends, you can save the variables that you’re using to sift through feedback, so responses are automatically filtered and easily discoverable.
At their core, Trends are made up of keywords and properties that you select. After a Trend is created, both existing and new responses that meet those specifications are automatically filtered into a unique view.
For example, you might create a Trend to track anytime someone mentions the word “Quality”:
Moving forward, any new response that contains the word “Quality” will be automatically pulled into that Trend.
Trends are living and dynamic searches, constantly refreshing with new, applicable feedback to give you a constant pulse on how specific customer sentiment is trending over time. But beyond segmenting for keywords and properties, there is so much more you can do with Trends, including:
- Triggering notifications for specific departments and team members
- Creating robust searches for sentiment analysis
- Producing refined reports
- And much more!
In our next section, we’ll cover the A-Z of creating a Trend, and then start exploring different ways you can leverage Trends for your feedback program.