--- title: How to analyse the themes brought up by my clients description: Highlight is a semantic analysis tool that examines messages sent by your customers and provides an overview of all topics and priorities at any time. It analyzes customer verbatims to understand the --- [Skip to content](https://help.goodays.co/en/highlight-semantic-analysis#main-content) English Show submenu for translations [![Black Icon](https://help.goodays.co/hs-fs/hubfs/Black%20Icon.png?width=100&height=100&name=Black%20Icon.png)](https://help.goodays.co?hsLang=en) - [Home](https://help.goodays.co/) Open main navigation Close main navigation - [Home](https://help.goodays.co/) - English Show submenu for translations - [Log In](https://app.goodays.co/pro/login/) [Log In](https://app.goodays.co/pro/login/) How can we help you ? - There are no suggestions because the search field is empty. 1. [Home](https://help.goodays.co/en?hsLang=en) 2. [My statistics](https://help.goodays.co/en/my-statistics?hsLang=en) 3. [Other tools and indicators](https://help.goodays.co/en/my-statistics?hsLang=en#other-tools-and-indicators) # How to analyse the themes brought up by my clients Highlight is a semantic analysis tool that examines messages sent by your customers and provides an overview of all topics and priorities at any time. It analyzes customer verbatims to understand the most discussed topics, allowing you to detect trends, easily identify pain points, and implement concrete actions. Every received message will be assigned one or more categories in the form of **tags**: ![](https://lh7-eu.googleusercontent.com/uXL_9B3D_9iiFYMMmQjBmMru7BQaqygHS96nDXgBcLz4wdcgfRkHmF5Nv1rG7ARtuWcxEW4Qr_PgjbBzkbLlyrWlLG3tXCksrE6rGAxzK1xHDPvy49se6CuUSfIgJdZIav6rpDMjofB0OvsO4z39ug) The categories are predefined based on your industry. A message may be attributed one or more categories: ![](https://lh7-eu.googleusercontent.com/MNRRNT36TAuAgDW6eByrGPX5zw2327bbv6stn00vNG9tfuIzPeQkR5e7VNHnA6vCAZjRXcHGWCha-kyaUwid2w0xKt3Dp-IKNZM4_LW--DDZHbXY6uZJsO5lA1oBWT57rQt4N1QCRUCm4GY9AFvadQ)![Screenshot 2024-04-23 at 15.59.17](https://help.goodays.co/hs-fs/hubfs/Screenshot%202024-04-23%20at%2015.59.17.png?width=268&height=291&name=Screenshot%202024-04-23%20at%2015.59.17.png) Click on a tag to view all messages related to its respective category: ![Screenshot 2024-04-15 at 16.23.25](https://help.goodays.co/hs-fs/hubfs/Screenshot%202024-04-15%20at%2016.23.25.png?width=688&height=397&name=Screenshot%202024-04-15%20at%2016.23.25.png) ### Analyse my statistics #### Message volume Go to the **Overview** tab \> **Message volume** \> **Détails** card to view: - the most commonly used themes: ![Screenshot 2024-04-23 at 16.01.50](https://help.goodays.co/hs-fs/hubfs/Screenshot%202024-04-23%20at%2016.01.50.png?width=688&height=440&name=Screenshot%202024-04-23%20at%2016.01.50.png) - the detailed distribution by theme and by typology (compliment, problem, suggestion, question). Sort the themes by typology, by the number of messages, and by comparison to your last year's results: ![Eng 1 received messages](https://help.goodays.co/hs-fs/hubfs/Eng%201%20received%20messages.gif?width=688&height=477&name=Eng%201%20received%20messages.gif) #### NPS You can review the themes impacting your NPS in the **Overview** tab: ![Screenshot 2024-04-23 at 16.04.45](https://help.goodays.co/hs-fs/hubfs/Screenshot%202024-04-23%20at%2016.04.45.png?width=577&height=654&name=Screenshot%202024-04-23%20at%2016.04.45.png) From the **NPS** card, click **Details** and scroll down to view the distribution. By selecting the option **#By messages’s theme,** you can sort your results by: - The NPS score; - Comparison with last year's results; - The number of messages; - Percentage of detractors, promoters, and passives. ![eng 2 NPS](https://help.goodays.co/hs-fs/hubfs/eng%202%20NPS.gif?width=688&height=477&name=eng%202%20NPS.gif) #### Dissatisfaction alerts Select **Details** at the top right corner of the **Dissatisfaction alerts** card. Scroll to view the distribution and choose the **#By messages’s theme** option. You can organize the data by: - Total number of alerts - Comparison to your last year's data - Percentage of dissatisfaction alerts processed via call or message, processed as spam or marked as done with no reply, and pending messages. ![Alertes INSAT 1-1](https://help.goodays.co/hs-fs/hubfs/Alertes%20INSAT%201-1.gif?width=688&height=477&name=Alertes%20INSAT%201-1.gif) - [Collecting reviews](https://help.goodays.co/en/collecting-reviews?hsLang=en#main-content) - [Review collection channels and sources](https://help.goodays.co/en/collecting-reviews?hsLang=en#review-collection-channels-and-sources) - [My user account](https://help.goodays.co/en/my-user-account?hsLang=en#main-content) - [How to start with Goodays](https://help.goodays.co/en/my-user-account?hsLang=en#how-to-start-with-goodays) - [Account basics](https://help.goodays.co/en/my-user-account?hsLang=en#account-basics) - [My Goodays profile](https://help.goodays.co/en/my-user-account?hsLang=en#my-goodays-profile) - [Password and login](https://help.goodays.co/en/my-user-account?hsLang=en#password-and-login) - [My messaging](https://help.goodays.co/en/my-messaging?hsLang=en#main-content) - [My inbox](https://help.goodays.co/en/my-messaging?hsLang=en#my-inbox) - [Answer & manage my client reviews](https://help.goodays.co/en/my-messaging?hsLang=en#answer-manage-my-client-reviews) - [Reply features](https://help.goodays.co/en/my-messaging?hsLang=en#reply-features) - [Share features](https://help.goodays.co/en/my-messaging?hsLang=en#share-features) - [Other quick actions](https://help.goodays.co/en/my-messaging?hsLang=en#other-quick-actions) - [Modify/delete a review or reply](https://help.goodays.co/en/my-messaging?hsLang=en#modify-delete-a-review-or-reply) - [Chat](https://help.goodays.co/en/my-messaging?hsLang=en#chat) - [My statistics](https://help.goodays.co/en/my-statistics?hsLang=en#main-content) - [Summary of your results (Overview)](https://help.goodays.co/en/my-statistics?hsLang=en#summary-of-your-results-overview) - [Conversation statistics](https://help.goodays.co/en/my-statistics?hsLang=en#conversation-statistics) - [Satisfaction statistics](https://help.goodays.co/en/my-statistics?hsLang=en#satisfaction-statistics) - [Online presence](https://help.goodays.co/en/my-statistics?hsLang=en#online-presence) - [Other tools and indicators](https://help.goodays.co/en/my-statistics?hsLang=en#other-tools-and-indicators) - [Data search and export](https://help.goodays.co/en/my-statistics?hsLang=en#data-search-and-export) - [Mobile application](https://help.goodays.co/en/mobile-application?hsLang=en#main-content) - [Getting started with the Goodays mobile app](https://help.goodays.co/en/mobile-application?hsLang=en#getting-started-with-the-goodays-mobile-app) - [Support](https://help.goodays.co/en/support?hsLang=en#main-content) - [Frequently Asked Questions](https://help.goodays.co/en/support?hsLang=en#frequently-asked-questions) - [Goodays Support](https://help.goodays.co/en/support?hsLang=en#goodays-support) - [Home](https://help.goodays.co/) - [Contact Us](https://help.goodays.co/kb-tickets/new) [![Chill listening crop-3](https://help.goodays.co/hs-fs/hubfs/Goodays_logo_RGB_1-3.png?width=130&height=24&name=Goodays_logo_RGB_1-3.png "Chill listening crop-3")](https://goodays.co/fr)