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Word cloud and charts

Once your verbatim comments are scored and coded, two visual tabs help you read the feedback without ploughing through every comment: the Word cloud and the Topics charts.

Word cloud​

The Word cloud tab shows the words customers use most, with more frequent words drawn larger. It is the fastest way to spot recurring language — a product name that keeps appearing, a complaint that crops up again and again, or a word that has started trending.

Words are sized by how often they appear, and the layout is deterministic — the same data always renders the same way, so the cloud doesn't reshuffle each time you return to the tab.

Focusing the cloud​

Two dropdowns above the cloud let you narrow what it draws from: a sentiment filter (Positive, Neutral, or Negative) and a topic filter (any topic in your taxonomy). Use them to see, for example, only the language in negative comments, or only the words used in feedback tagged to a particular topic. A Clear link resets both.

Tidying the cloud with excluded words​

Some words are technically frequent but tell you nothing — your own company name, generic filler like "the", or product names that appear in every comment. You can hide these so the meaningful words stand out.

To exclude a single word:

  1. Open the Word cloud tab.
  2. In the Excluded words card, type the word into Exclude a word.
  3. Click Add. The word disappears from the cloud.

To exclude several at once:

  1. In the Bulk add field, enter the words separated by commas or new lines — for example acme, brand, product.
  2. Click Import.

To remove a word from the exclusion list, click it in the list of excluded words (each has a small ✕). It will return to the cloud.

You can also Export CSV of your excluded-words list to share or back up.

tip

Exclusions apply to the word cloud only. They tidy up the visualisation; they do not delete or change the underlying comments.

Topics charts​

The Topics tab turns your coded comments into bar charts. There is one chart per theme, and within each chart the bars show the volume of comments for each topic, sorted from most to least common.

This answers questions like "Within the Service theme, what are people actually talking about?" — and makes it obvious which topics are driving feedback.

If you have not coded any comments yet, the tab prompts you to tag verbatims on the Coding tab first. See Topics and themes for how coding works.

Putting it together​

A typical reading flow:

  1. Start on Sentiment to gauge the overall mood.
  2. Move to the Word cloud to spot the language behind that mood.
  3. Use the Topics charts to quantify which themes and topics dominate.
  4. Drop into the Coding tab when you want to read or re-tag individual comments.