Step 1 — Access the project dashboard
Open the My Projects area and access the dashboard of the project you want to analyze.
Analyzing the Results
Learn how to analyze customer feedback, identify recurring topics, interpret SWOT analyses, and turn insights into action using the Yellow Tokens Intelligence Dashboard.
Analyze customer feedback
Show transcript
You are on the Project List page. Here, you'll see all the projects you have access to. To view the analysis
of a specific project, click the View icon on the desired project. Done! You’re now on the page with all the
feedback collected for that project, according to the selected period. This feedback was given by consumers
about the companies participating in the project. If the project has registered establishments, you can filter
the comments by establishment. Just select “Establishment” in the Topic filter. If the project has products,
you can also view feedback by product. Simply select “Product” in the same filter. Take the opportunity to
explore the comments. You’ll see how rich and revealing the information is. And now you might be wondering:
“Is there a way to see the most talked-about topics?” The answer is: yes! Just click on Main Topics in the
side menu. We’ll explore that in more detail in the next video.
The Feedback page centralizes customer comments related to purchase experiences and brand perception across multiple digital platforms.
You can analyze feedback for companies, establishments, or products, apply filters, and select the time period relevant to your investigation.
Only feedback related to customer experience or brand perception is captured and displayed by the Yellow Tokens platform.
Understand the main topics of feedback
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This is the MainTopics page, a visual way to understand the themes most mentioned in consumer feedback. The
first column shows whether the comment is a compliment or a complaint. The second column displays the topic
automatically captured by the tool. The following columns represent each of the companies analyzed in the
project. The cell colors indicate the volume of mentions for that topic in each company: the darker the color,
the higher the number of comments on that topic. When you hover over any cell, you’ll see a summary with:
company name, topic, and number of mentions. If the project you’re analyzing includes establishments, just go
to the side menu About Establishments. There, you’ll find the same information, but broken down by each
establishment. If the project you’re analyzing includes products, just go to the side menu About Products.
There, you’ll find the same information, but broken down by each product. The Main Topics page is ideal for
identifying what consumers talk about most and quickly comparing your company with competitors. And if you
want to go even further — and get a summary of your company’s strengths and weaknesses, as well as which
competitors are threats or opportunities, then click on the next item in the menu: SWOT Analysis. We’ll
explore this feature in the next video.
The Main Topics pages highlight the most frequently mentioned themes in customer feedback.
Color intensity represents how often a topic appears: darker colors indicate higher recurrence.
You can compare how often specific topics appear for different companies, establishments, or products within the same project.
Use SWOT Analysis to shape your strategy
Show transcript
This is the Customer Satisfaction SWOT Analysis. Here, you’ll see a strategic summary of how your company is
perceived by customers and how it compares to competitors. The analysis is divided into four main pillars:
Strength, Weakness, Threat, and Opportunity. Start by clicking on Strengths to see where your company stands
out. These highlights are organized by category: Overall Satisfaction: your company is broadly well-rated
across several aspects. Price: you stand out in topics related to pricing or perceived value for money.
Product: positive comments about quality, variety, or performance. Customer Service: praise focused on
friendliness, speed, or support. Establishment: recognition for physical structure, cleanliness, and
organization. Main Topics: strong performance in specific frequently mentioned topics. Now click on Weakness.
Here, you’ll see the main sources of dissatisfaction among your own customers — in other words, where your
company needs to improve. Next, go to Threat. This pillar shows where your competitors are receiving a lot of
praise. In other words, areas where their customers are satisfied and where they are currently excelling.
Finally, explore the Opportunity pillar. It reveals your competitors’ weak points based on the complaints they
receive. In other words: areas where you can stand out and gain market share. And now you might be wondering:
What should I do with this information? How can I improve my customers’ experience? And how can I take
advantage of my competitors’ weaknesses? The answer lies in the next menu item: Action Plans. That’s where you
turn these insights into real decisions. Let’s see how it works in the next video.
The SWOT Analysis on the Yellow Tokens platform is generated for companies within a project, considering other companies as competitors.
Competitors’ strengths are treated as threats, while competitors’ weaknesses become opportunities for the selected company.
Each SWOT pillar is structured by overall satisfaction, feedback categories, and the main topics mentioned by customers.
Strengths
| Dimension | What appears in Strengths |
|---|---|
| Overall Satisfaction | Establishments or products related to the selected company that show an excellent level of customer satisfaction. The brand itself may also appear if overall satisfaction is high. |
| Price | Entities that demonstrate excellent customer satisfaction regarding price perception or cost-benefit. |
| Product | Establishments or products praised for quality, variety, or performance. If a product appears here, customers have identified it as extremely high quality. |
| Other Feedback Categories | Additional categories may appear depending on the project segment. |
| Main Feedback Topics | Specific praised aspects mentioned in customer feedback, even if the full category does not have high satisfaction. |
Weaknesses
| Dimension | What appears in Weaknesses |
|---|---|
| Overall Dissatisfaction | Establishments or products related to the selected company that show low customer satisfaction. The brand may also appear if dissatisfaction is widespread. |
| Price | Entities criticized for price perception or poor cost-benefit. |
| Product | Products or establishments with quality issues, missing items, or negative feedback about product offerings. |
| Other Feedback Categories | Additional categories may appear depending on the project segment. |
| Main Feedback Topics | Specific aspects criticized by customers, even when the full category does not show low satisfaction. |
Threats
| Dimension | What appears in Threats |
|---|---|
| Overall Satisfaction | Highly rated establishments, products, or brands from competing companies, representing competitive pressure. |
| Price | Competitors praised for attractive pricing or superior cost-benefit. |
| Product | Competing products or establishments recognized for superior product quality. |
| Other Feedback Categories | Additional competitive strengths depending on the project segment. |
| Main Feedback Topics | Specific aspects praised in competitors’ feedback that may attract customers away. |
Opportunities
| Dimension | What appears in Opportunities |
|---|---|
| Overall Dissatisfaction | Poorly rated establishments, products, or brands from competing companies, creating opportunities for acquisition. |
| Price | Competitors criticized for pricing, opening space for better positioning. |
| Product | Competing products or establishments criticized for quality or assortment issues. |
| Other Feedback Categories | Additional opportunity areas depending on the project segment. |
| Main Feedback Topics | Specific pain points mentioned in competitors’ feedback that can be addressed by the selected company. |
Implement Action Plans
Show transcript
Here you’ll find strategic suggestions to improve your customers’ satisfaction, both in the short and medium
term. Start with the short-term action plans, which summarize your customers’ experience from the previous
week and include specific, quick-to-implement actions designed to deliver fast impact—whether to correct
deviations, capitalize on immediate opportunities, or respond to competitor insights. Medium-term plans offer
a broader diagnostic, summarizing your customers’ experience over the past month and proposing more structured
initiatives that require deeper planning but can generate consistent, lasting improvements. Review the
recommendations, discuss them with your team, and prioritize what makes the most sense for your current
context. These suggestions are generated from a detailed analysis of feedback from both your customers and
your competitors—you don’t need to implement everything at once; the key is to act consistently and monitor
results over time. To support this, the tool provides key metrics such as CSAT and NPS, helping you track
whether customer satisfaction is truly improving. In the upcoming videos, we’ll explore these metrics in
detail and show you how to monitor the evolution of the customer experience.
Action Plans transform customer feedback into concrete initiatives designed to improve satisfaction and competitiveness.
Short-term plans are based on feedback from the last week, while medium-term plans use data from the last month.
When executed consistently, these actions help retain customers and attract dissatisfied customers from competitors.
Monitor CSAT and NPS metrics
CSAT and NPS metrics allow you to monitor customer satisfaction trends over time for companies, establishments, and products.
These metrics help you compare performance against competitors and detect unexpected changes that require corrective action.
How to analyze customer feedback in your dashboard
Step 2 — Open the Feedback page
Select the Feedback option in the left-side menu to view all captured customer comments.
Step 3 — Choose entities and filters
Select companies, establishments, or products, define the time period, and apply filters.
Step 4 — Explore insights and trends
Review feedback, main topics, SWOT analysis, action plans, and satisfaction metrics.
Frequently Asked Questions
What is your Dashboard?
Within the Yellow Tokens platform, you can access Yellow Tokens Intelligence Dashboard for each of your projects. Each project has its own Dashboard, where you can analyze different data related to customer feedback.
To access a project’s Dashboard, click on the “My Projects” option in the top horizontal menu. Then, click the arrow next to the gear icon of the desired project to be redirected to its monitoring Dashboard.
What are Categories?
Customer feedback related to companies, establishments, and products is grouped into Categories. Categories represent broader topics mentioned by customers in their feedback.
For example, comments about low prices, installment payments, and promotions may refer to different topics, but they all belong to the same Category: Price.
The available Categories vary according to the segment of the project.
What is CSAT?
CSAT, or Customer Satisfaction Score, is a metric used to measure customer satisfaction. It ranges from 0% to 100%, where 100% indicates full customer satisfaction and 0% indicates complete dissatisfaction.
What is NPS?
NPS (Net Promoter Score) measures customer loyalty and their willingness to recommend a company, establishment, or product to others.
Created in 2003 by Fred Reichheld in collaboration with Bain & Company and Satmetrix, NPS ranges from -100 to 100, where -100 indicates extremely low loyalty and 100 indicates extremely high loyalty.
What is SWOT Analysis?
SWOT Analysis is a strategic framework used to evaluate an organization’s strengths, weaknesses, opportunities, and threats.
Strengths refer to internal positive aspects.
Weaknesses refer to internal negative aspects.
Opportunities are external positive factors that can be leveraged.
Threats are external negative factors that may pose risks.
How long does it take for feedback from companies to appear on the dashboard?
After a company is registered, it typically takes approximately 6 hours for customer feedback data to appear on the project’s Dashboard.
How long does it take for feedback from establishments to appear on the dashboard?
Once an establishment is verified, customer feedback from Google Maps usually appears within 30 minutes.
Feedback from TripAdvisor typically takes around 6 hours to appear on the Dashboard.
How long does it take for feedback from products to appear on the dashboard?
After a product is registered, it generally takes up to 6 hours for customer feedback from Amazon to appear on the Dashboard.
Is there a guarantee that all feedbacks included in my plan will be captured?
No. The Yellow Tokens platform does not guarantee that the maximum number of feedbacks allowed by your plan will be captured.
The platform will attempt to capture this number of feedbacks from digital platforms, but if fewer feedbacks are available, the total number captured may be lower.
I saw a comment online that was not captured. Is something wrong?
No. The Yellow Tokens platform does not capture all comments published on digital platforms.
Only comments related to purchase experiences or customer perceptions of a brand are considered feedback and captured.
For example, if a supermarket shares a recipe on Instagram and users comment “I really like this recipe,” this comment is not considered feedback.
However, if a user comments “I’m always satisfied when I buy the ingredients for this recipe at this supermarket,” the platform will recognize it as feedback and capture it.