HappyOrNot AI automatically assigns themes to open feedback items based on their content to make it easier to find patterns in what feedback givers are saying. Themes tell you what the contents of the feedback are, and one feedback can have multiple themes - themes are different from open feedback categories, which tell you what type of feedback the item is (urgent, spam, relevant).
You can use themes to filter open feedback in the Open feedback widget.
The theme data is included in the Feedback data and Raw feedback data (CSV), and Follow-ups and open feedback (Excel) exports, and can also be fetched with the HappyOrNot API.
Available themes
Customer experience
- Environment
- Access (Reachability and convenience of entering, navigating, or using the environment)
- Atmosphere (Ambiance or mood of the physical environment, including lighting, music, décor, noise level, temperature, air-conditioning, or overall comfort)
- Cleanliness (Hygiene and tidiness of the facility)
- Maintenance (Upkeep and functioning of equipment, facilities, or digital services)
- Offering
- Availability (Variety of product and service options and whether they are in stock and available)
- Quality (Satisfaction with products and services offered: durability, effectiveness, taste)
- Value (Cost fairness of products or services)
- Service
- Competence (Expertise, knowledge, and skills of staff to solve customer needs)
- Friendliness (Tone and attitude of staff, including friendliness, politeness, helpfulness, and respectfulness)
- Speed (Wait times at checkout or for assistance, overall efficiency in providing service, and availability of staff)
- Usability (Ease of understanding and completing tasks or processes, especially in the digital space or with self-serve checkouts)
- Service in general (General comments related to staff or service delivery that do not fall into subthemes competence, friendliness, speed, or usability)
Employee experience
- Operational
- Collaboration (Quality of interpersonal relationships, teamwork and team dynamics, social environment, and the overall atmosphere at work, including behaviour of peers and sense of belonging)
- Workload (Volume of work, task distribution, and expectations)
- Organizational
- Culture (The overall organizational ethos, covering diversity, inclusion, ethics, transparency, alignment with company mission, and how well employees feel the company demonstrates its values through actions)
- Management (Leadership effectiveness, behavior, transparency, and trust)
- Resources (Work environment quality, including tools, technology, facilities, and cleanliness)
- Personal
- Development (Career advancement, skill development, and learning opportunities)
- Recognition (Employee's feelings on their own efforts being appropriately acknowledged and/or rewarded, including appreciation, compensation, bonuses, incentives, and benefits)
- Well-being (Psychological and physical health, and work-life balance)
Feedback that does not fit any of the themes, or is too vague to classify, is labelled as Other.