The Comments view gives direct access to individual customer feedback submitted with survey responses. Use it to understand the specific experiences driving your scores.
Start with Insights AI (Beta)
At the top of the Comments view, Insights AI provides a fast, directional summary of recent feedback. Depending on your plan, it may include:
AVAILABLE BY PLAN — INSIGHTS AI COMMENT SUMMARY
Growth: a Summary-level read of key themes Advanced & Pro: a Detailed summary covering Key Themes, Key Opportunities, and Key Strengths
AI summaries are also delivered to your inbox via VitalMail (Advanced & Pro).
Use the summary as a starting point, then validate by reviewing the underlying comments, filters, and date range.
NOTE ON AI SUMMARIES
Insights AI surfaces directional patterns quickly. Always review its output in context with the selected filters, timeframe, and underlying comments – especially in low-volume or heavily filtered views.
Filtering Comments
The left filter panel lets you narrow results by Survey Type (POS, FF, or both), Tone (Positive, Negative, Mixed, Neutral), Topic (Billing, Checkout, Customer Service, Product Pricing, and more), Purchase Frequency, and Scores (NPS and other KPIs, useful for isolating detractors). Controls at the top let you sort by Most Recent and toggle Comment Details to expand full metadata inline.
Posting a Public Reply
Click Post public reply on any comment to respond. The reply is publicly visible, showing future customers that you value feedback. (Public replies are available on Advanced and Pro plans.)
Practical Tips
Start with Insights AI for a fast read, then validate with individual comments for specific detail
Filter by Negative tone to quickly identify friction points
Combine Negative tone with a specific topic to isolate likely root causes
Segment by Purchase Frequency to compare first-time and repeat experiences
Getting Started
Installing Bizrate Insights
Surveys & Customer Feedback
Digging Into Your Data
Technical Documentation
Learning Library
