Feedback Groups
A Feedback Group is a space that centralises every piece of feedback for a specific project, programme, or initiative. It is the organisational backbone of your work in BAI Analytics: a single container for every channel, every dataset, every analysis, and every report that belongs to one effort.
When you put feedback inside a Feedback Group, you stop thinking about individual surveys, sources and uploads as isolated artefacts. You start thinking about a project: "what is the customer experience in Europe this quarter?", "how is the second-year cohort feeling about the new curriculum?", "what do partners think of our onboarding?" And BAI Analytics keeps every input and every insight in one place so you can answer those questions over time.
What a Feedback Group contains
A Feedback Group can hold any combination of the five feedback channels BAI Analytics supports. You do not have to use all of them. Most groups start with one or two and grow over time.
Surveys
Custom-built questionnaires sent to respondents via a share link, QR code, or embed.
Uploads
Existing data imported as spreadsheets (.xlsx, .xls, .csv), documents and interview transcripts (.docx, .pdf, .json), or audio recordings, transcribed automatically.
Connectors
Tickets and conversations pulled in automatically from third-party tools (Zendesk, Freshdesk, Intercom, Jira, HubSpot, and others).
Web scraping
Reviews and mentions collected on a schedule from public sources (Google Reviews, Trustpilot, TripAdvisor, Reddit, X, Google News, and others).
AI Visibility
AI-assistant answers about your brand (Claude, ChatGPT, Gemini, Perplexity, and others), collected with the agent wizard. See AI Visibility.
Whichever channels you use, BAI Analytics normalises everything into the same analytical model (themes, sentiment, segmentation, Custom Monitoring) so a Trustpilot review and an Excel column of NPS comments end up in the same dashboards.
Supported upload formats
.xlsx, .xls, .csv
Spreadsheet upload: you map columns to questions.
.docx, .pdf
Document upload, including interview transcripts: the app detects speakers so you can assign roles.
.json
JSON interview transcripts: speaker roles are read from the file.
.mp3, .wav, and other audio formats
Call recordings and voice memos: transcribed automatically, then analysed like any other upload.
Real examples
Management Faculty: Course Evaluation 2026
Product X: Customer Feedback (Europe)
Campus Life Insights: First-Year Cohort
Partner Engagement: Q2 2026
Beta Program: In-Product Feedback
Creating a Feedback Group
Click Create new group from the Feedback Groups page (or the dashboard).
Enter a clear, descriptive name (2 – 255 characters; must be unique within your organisation) and click Continue.
Answer How will this group collect feedback?: Static (a fixed set of feedback, analysed as one batch) or Ongoing (feedback keeps arriving and is grouped into time periods). Choosing Ongoing reveals the period picker right in the dialog; see Tracking feedback over time.
Click Create.
You land directly inside the new group's page, ready to add a survey, upload a file, connect a platform, or set up an agent.
A Feedback Group starts empty by default, no auto-generated survey, no placeholder content. You decide what belongs in it. The group's AI analysis language starts as the language your interface was set to when you created it; you can change it later from the group's settings menu.
Naming tip. Use a name that will still make sense in a year. "Q2 NPS" is fine for this quarter, but "Customer NPS, Quarterly" keeps working as you add the next cycle.
The Feedback Group page
Every Feedback Group has its own page, laid out around the project rather than around individual surveys, so you can read the state of a programme at a glance.
Header
The header shows the group name, a back-link to the Feedback Groups list, a rename pencil, a Manage sources button, and a three-dot Feedback group options menu. (Renaming is disabled for the default Individual Surveys group.)
The timeline bar
Pinned directly under the header, the timeline bar is the same for every group. A group analysed as one batch shows a single Overall chip and a dashed Track feedback over time button; a group tracked over time shows one bar per period, with Overall to return to the cross-period view. The bar also carries Manage sources, Manage monitoring, and the group's settings menu. See Tracking feedback over time for the full walkthrough.
Quick Overview
Below the bar, the Quick Overview summarises everything analysed in the current view (the whole group, or the selected period):
Interactions analysed across every channel in the group, with the sentiment breakdown across all responses.
A Health Score (above 70% is good, below 40% needs attention).
An AI Executive Summary with suggested action items, once insights have been generated.
Two tabs, Themes and Custom Monitoring, holding the group's Grouped Themes and grouped monitors.
Source tabs
Further down, the page is split into tabs for each source type:
All: combined view across every channel, useful when you do not care which channel a response came from.
Surveys: manually-built surveys.
File Uploads: Excel, CSV, document, audio, and JSON imports.
Connectors: connected ticketing and feedback platforms.
Web & Social: running and historic collection agents.
AI Visibility: agents tracking how AI models answer prompts about you.
Each tab shows what is already in the group, plus a quick-start banner to add a new source of that type. Source types that are not enabled for your organisation are shown as Not enabled; the BAI Analytics team can switch them on.
Reports panel
The Feedback Group Reports panel shows how many reports and schedules are scoped to this group, with shortcuts to New Report and Manage reports. Reports are described in their own section below.
Group-level analytics
A Feedback Group is more than a folder. The genuinely useful thing about putting surveys, uploads, and tickets in the same group is that BAI Analytics rolls them up into cross-channel analytics.
Cross-source overview
The Quick Overview at the top of the page aggregates every response across every channel. A scraped Trustpilot review counts the same as an open-ended NPS comment from a survey, and both feed into the same sentiment trend.
Grouped Themes (previously called Super-Themes)
Grouped Themes are themes that span multiple sources inside the group. Where a single-source analysis might surface "price" and "shipping speed", a Grouped Theme groups those threads across surveys, uploads, and tickets so you can see what is actually dominant at the project level, not just what is loud in one channel.
For each Grouped Theme you get:
Aggregate mention count across the whole group.
Sentiment: a single signed score that summarises whether the theme is praised or criticised on average.
Source surveys: which inputs contributed.
Last computed timestamp and a manual Recompute grouped themes option to re-cluster after a major data change.
Grouped Themes use AI to cluster similar findings across channels, so wording differences ("too expensive," "price is too high," "not worth the cost") collapse into a single row. Grouped themes are computed as soon as a source's analysis finishes, so they are ready before you open the page.
On a group tracked over time, the themes are clustered once for the whole group and every period shows its share of that same set. A theme therefore keeps the same name from one period to the next, and what you see in a period matches what you see on Overall.
Ask the data (BETA)
Open a grouped theme and use Ask the data to ask a plain-language question about it.
The panel describes itself like this:
Ask any question about this grouped theme, answers are grounded in the actual comments.
The input placeholder is:
What do customers say about pricing?
Click Ask to run the question.
Under Try:, the panel suggests prompts such as:
What are the main pain points?
Are there any contradictions?
What do customers want fixed first?
The panel also shows this disclaimer:
BETA feature: for the most accurate insights, explore the evidence-backed thematics and sub-thematics.
Answers include citations back to real comments. Click a citation number to open its source comment, or use View all N citations to review the full set. Each citation can be rated as Helpful citation or Misattributed citation.
Questions and answers are kept under Saved Q&A. They are saved with the grouped theme and survive a page reload. You can delete saved items when you no longer need them.
This feature also needs a minimum amount of evidence before it can answer. If the grouped theme is too small, the panel shows:
At least N comments are required to answer questions.
Going deeper on a grouped theme
The grouped theme detail view includes deeper AI tools when you need more than the default summary.
Sub-Categories
The Sub-Categories panel is described as:
AI-detected sub-categories within this group
Click Generate sub-categories to create a more specific breakdown inside the grouped theme.
The product sets expectations clearly:
Reads every comment and groups them into specific sub-themes. Takes 5–20 minutes depending on size, nothing is sampled, so larger grouped themes take longer.
Summary: Overview and In depth
The Summary area at the top of the page holds the short overview and, once generated, a detailed synthesis. Click Generate detailed summary to create it; the page then offers an Overview / In depth switcher, and switching never starts a new generation.
The detailed summary is a multi-section synthesis across all constituent themes' comments. It pulls together patterns, sentiment intensity, contradictions, and actionable insights. The result is saved and shared with every viewer; use Regenerate to rewrite it.
Consensus
Consensus tells you how much the comments inside a grouped theme agree on sentiment.
A low value means the comments broadly point in the same emotional direction. A high value means the grouped theme mixes positive and negative signals, so the evidence is more conflicted.
AI Insights
The Insights view goes one step further: it asks the AI to summarise the group in plain language. It returns:
A handful of headline themes with explanatory copy.
Sentiment recaps with examples.
Language patterns and recurring phrases.
Category breakdowns (where applicable).
A short list of suggested action items.
Insights are generated in the background and saved, so you can keep working and come back when they are ready.
Choosing which sources feed your grouped themes
Each source in a Feedback Group has a Sources included toggle.
Its purpose is:
Choose whether this source's feedback is included in grouped theme analysis.
Leave a source as In analysis to let it contribute to grouped theme analysis.
Switch it to Excluded to keep a noisy or off-topic source out of the cross-source roll-up without deleting its data.
When a source is included, the tooltip reads:
This source contributes to grouped theme analysis. Turn off to exclude it.
Group settings
The three-dot menu on the timeline bar gathers the settings that change what the dashboard computes for this group. Each entry shows its current value underneath it.
Analysis output language
The one language every AI output for this group is written in: insights, summaries, themes, and answers. It starts as your interface language at creation and applies to every source and every period, so analysis never mixes languages. The upload wizard reminds you of it before an analysis runs (AI summaries for this group will be generated in French, with a change link). Changing it regenerates the group's AI analysis in the new language; raw data is untouched.
Personal data redaction
BAI Analytics can remove personal information (emails, phone numbers, card numbers, names, addresses, and more) from feedback as it arrives, before it is stored or analysed. The rules are set once for the whole organisation in Settings; see Settings. Each group then shows whether it follows the Organization default or a Custom override.
Organisation admins can open Personal data redaction from the group's menu to give this group its own rules. The form opens pre-filled with the organisation's current settings, so Save override freezes today's behaviour for this group: later changes to the organisation default no longer apply to it until you click Use organization default. Redaction is applied to future feedback only; already-stored feedback is not rewritten, and originals are never kept. The default Individual Surveys group always follows the organisation default.
Periods and phases, and Switch to one all-time analysis
These two entries appear on groups tracked over time and are described in Tracking feedback over time.
Report settings (automatic period reports and report source weighting) live under the group's Reports panel rather than in this menu.
Reports
Reports are scoped to a Feedback Group, which means a single report can summarise everything across the group's surveys, uploads, agents, and connectors, or you can narrow it down to specific channels inside the group.
From the group's Feedback Group Reports panel (New Report and Manage reports) you can:
Create a new report scoped to this group.
Schedule a recurring report (daily, weekly, monthly, or a custom interval) and have it emailed to recipients automatically.
Set up period-close reports on a group tracked over time: a report is created and emailed automatically each time a period closes. They live under the Period-close reports tab and carry an Automatic badge in the list.
Set report source weighting (Report source weighting) to control how much each source contributes to generated reports. This does not change dashboard analysis, themes or charts.
Filter the report's contents to specific surveys, themes, or time ranges within the group.
Export the resulting report as PDF, HTML, or JSON.
Reports inherit the group's structure (surveys, themes, Grouped Themes, sentiment, monitors) so a single PDF can act as a quarterly readout for an entire programme, without you having to assemble it from separate sources. See Reports for the full walkthrough.
Who can see and edit a group
Access to a Feedback Group follows your organisation role rather than a per-group setting. Everyone in the organisation can open every group; what they can do inside it depends on their role:
Admin
Everything, including group settings (analysis language, personal data redaction, periods) and deleting the group.
Member
Create, edit, and delete sources, run analyses, set up monitors, and generate reports.
Viewer
Read-only. View sources, analyses, Grouped Themes, insights, and reports, but cannot create or change anything.
Roles are managed by admins from the Members list in Settings.
Renaming and deleting
Rename
Click the pencil next to the group name to open the Rename Feedback Group dialog. The new name must be 2 – 255 characters long and must not collide with another group in your organisation, and it cannot be one of the names reserved for the default group (Individual Surveys in any interface language). Renaming does not affect the group's URL, share links, or any of its surveys, only the display name changes.
Delete
Deleting a Feedback Group is intentionally a more deliberate action.
The group itself is removed from the list.
The deletion is audit-logged for traceability (who, when, which group).
The surveys inside the group are not deleted. They are detached from the group and remain available; if they have no other home, they fall back into the default Individual Surveys group on next sync.
If you want to permanently delete the data, delete the sources first (and confirm the cascade prompt for their responses), then delete the group.
Heads up. Individual Surveys (the default group) cannot be renamed or deleted. It always exists per organisation as a fallback.
The default "Individual Surveys" group
Every BAI Analytics organisation has a built-in Feedback Group called Individual Surveys (shown as Sondages individuels or Encuestas individuales when your interface is in French or Spanish). It exists to catch any survey that was created without explicit assignment to a custom group, so no work is ever orphaned.
You can use it freely, but treat it as a temporary holding area:
It cannot be renamed.
It cannot be deleted.
It cannot be shared with specific members (org-level access applies).
It cannot be given its own personal data redaction rules; the organisation default always applies.
It is excluded from group-level comparisons that look at distinct project trends.
If a survey is going to be re-run, compared, or reported on as part of a programme, move it out of Individual Surveys into a custom Feedback Group as soon as you can.
A note on Custom Monitoring
A monitor (an AI-driven detection rule used for tagging and notifications, see Custom Monitoring) can be scoped two ways: to one question on an individual survey, upload, connector, or agent, or to every source in the group at once, continuously, with a single alert and a trend line over time. The second option is set up from the Manage monitoring button on the group's timeline bar instead of configuring the same monitor on each source individually, and its results appear under the Custom Monitoring tab of the Quick Overview.
Group-level monitors can also cover new sources automatically: with a monitor's Auto-cover new sources toggle on (the default for new monitors), any source added to the group later, whether an upload, connector, agent, or API push, is watched from its very first analysis. There is no monitoring step to fill in when adding a source.
Either way, reports can aggregate monitor results across every source in the group, so you can report on them globally from the group's Reports widget regardless of which scope they were defined at.
Best practices
Use one Feedback Group per real-world initiative. A group should map to a project, programme, or environment that has a name in plain English ("Q2 NPS: Europe", "Onboarding Survey 2026"). Avoid creating a group per survey.
Mix channels deliberately. The point of a group is cross-channel analysis. Pulling in scraped reviews alongside survey responses inside the same group lets Grouped Themes surface patterns that no single channel could.
Move work out of Individual Surveys once it has a home. Treat the default group as a triage area, not a long-term destination.
What's next
Add the first source: a survey, an Excel upload, a connector, or an agent.
Turn on tracking over time to compare periods or phases. See Tracking feedback over time.
Style the surveys to match your brand. See Customizing a Survey.
Track lifecycle and run cycles cleanly. See Managing Surveys.
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