Knowing CSAT fell isn't the same as knowing why, and the answer is usually sitting in hundreds of open-text comments nobody has time to read. Simplesat tags every comment by topic and sentiment automatically, so you can see what's behind the number and trace it back to the actual tickets.

How it works in Simplesat

1. Capture a comment on every response

Not just a score. The "why" behind the number is the part you'll actually act on.

2. Let Topics tag every comment for you

Simplesat automatically associates each response with topics and their sentiment, so thousands of comments organize themselves instead of waiting for someone to read them all.

3. See which themes are pulling you down

The topic leaderboard counts and ranks themes by frequency or by score, so the delays, billing confusion, or product issues behind a dip are easy to spot.

4. Drill from a theme to the real tickets

Click into any theme to read the actual conversations behind it, so the insight is always traceable to real customer voice.

5. Track the theme over time

Watch whether a problem theme grows or shrinks after you act, so you know whether the fix actually worked.

What you can do

• Automatic topic and sentiment tagging on every comment
• Rank topics by count or by score in the leaderboard
• Drill from a topic straight to the underlying tickets
• Topic trends over time
• Tagging works across the languages your customers respond in

It gives us clarity on how our support teams are servicing our customers and areas that need improvement.

- Caleb Angelino, Ronco.