How to Build Great Groups

You've made some Groups already and have a feel for how the search works. This guide will help you get better at it—how to write search terms that actually work, how to structure your taxonomy so it doesn't become a mess, and how to fix Groups that aren't quite right.

Group Naming: Specific vs Generic

How you name your Groups matters. Generic names tend to pull in more loosely related feedback than you probably want.

Generic titles pull in too much

"Order missing" is pretty vague. Missing from where? Never arrived? Not showing up in the system? The Group ends up including all kinds of stuff about orders and things being absent.

Specific titles stay focused

"My order is late because of a shipping delay" describes a specific situation: an order that's late, caused by shipping. You're way less likely to get feedback about payment problems or being unable to place orders in the first place.

More specific titles generally give you cleaner, more useful Groups. Use generic titles when you actually want a broad parent Group (like "Shipping and Delivery" as an L1), but get specific for the child Groups underneath.

Use quotes when you need exact matches

Putting quotes around a word or phrase forces an exact match:

• "shipping" will only give you feedback that contains the word "shipping"

• "purple system" will only match that exact phrase

This is useful when:

• You're tracking a specific feature name

• You want to distinguish between similar concepts

• You need precision over breadth

But most of the time, you don't need quotes. The search is pretty good at understanding what you mean without exact matching.

Use Preview Results to Dial It In

When you create a Group, you get about 10 preview results before it fully processes. Don't just glance at them—actually use them to iterate.

If the previews look off, try a different search term. Is it too broad? Too narrow? Missing the point entirely? Adjust and search again.

You can also remove preview results that don't fit. Each removal helps guide what should and shouldn't be in the Group.

It's faster to iterate on the search term during preview than to create the Group, wait for it to finish, realize it's wrong, and start over.

Other tips and tricks

• Try adding the phrase "Feedback specifically related to"

Organizing Your Taxonomy

Build hierarchically

Structure your taxonomy in levels:

• L1: High-level categories like "Account Management" or "Social Sharing"

• L2-L3: More specific like "Creating accounts" or "Sharing to Facebook"

• L4+: Very specific pain points like "Posts publish to Facebook hours late"

This lets you see both the big picture (what % of feedback is about account stuff) and the specifics (exactly what's broken).

Nesting helps the system understand relationships

When you make one Group a child of another, you're teaching the system how they relate to each other. If "Facebook publishing delays" should live under "Social Sharing," nest it there. Over time, this helps the system make better guesses about where new Groups should go.

Use "Suggest Children" and "Add Children" to nest multiple Groups at once instead of moving them one by one. "Suggest Children" will show you what the system thinks should be nested—review those suggestions and adjust as needed.

Use customer-facing language, not internal terms

Title your Groups based on how customers would describe things, not your internal team names.

"Social Sharing" makes sense. "Virality Team" doesn't mean anything to a customer.

This keeps your taxonomy stable even when your org chart changes, and honestly, the system seems to do better with clear, descriptive language.

Keep cohort info out of Group titles

Don't create Groups like "Social sharing issues for Free Tier." It gets messy fast.

If you have 3 pricing tiers and 4 regions, you'd need a version of every Group for every combination. That's not sustainable.

Instead, keep your Group titles focused on the actual issue ("Social Sharing") and use filters to slice by pricing tier, region, or whatever else you need. If free tier users are disproportionately complaining about something, you'll see that in the data anyway.

How Groups Actually Work

Feedback can live in multiple Groups

One piece of feedback can be about multiple things. "Reports are slow and I can't customize the fields" could be in:

• "Product performance issues"

• "Report generation is slow"

• "Want more report customization"

This is fine. It's actually useful—each Group is tracking a different dimension of the problem.

Don't worry if your L1 Groups add up to more than 100% of your total feedback. That's normal and expected.

If a single Group is capturing 70% of all your feedback though, it's probably too broad.

Groups update as new data comes in

Each time Unwrap ingests new data (usually daily), it looks for new patterns. If it finds something, it'll create a new Group and try to nest it under the right parent automatically.

Fixing Groups That Aren't Right

Once a Group exists, you can refine it:

• Remove feedback that doesn't belong

• Add feedback from the "Add feedback to Group" function if it should be included

When to refine vs start over

Keep refining if:

• The Group is mostly right with some noise

• You've made a few edits and it's getting better

Start over if:

• More than half the feedback doesn't belong

• You've made a bunch of edits and it's still wrong

• The search term was just off from the start

Sometimes it's faster to just try a better search term than to keep trying to fix a Group that was built on the wrong foundation.

Troubleshooting

Group is too big/pulling in everything:

• Your search term is too generic—add more specificity

• Your title is too broad—describe the specific scenario better

Group is too small/missing obvious stuff:

• Search term might be too long—simplify to the core concept

• If you used quotes, try removing them

• Your phrasing might be too formal—use more natural language

Group is getting weird, unrelated feedback:

• Your search term might mean multiple things—add context to disambiguate

• Try starting fresh with a clearer search

The Long View

Building a good taxonomy takes time. You create Groups, see what works, adjust what doesn't, and it gets better as you go.

Focus on:

• Being specific in your naming

• Organizing hierarchically

• Curating as you find issues

• Using language your customers would use

Your taxonomy will get more accurate and need less manual work over time.

Get Help

Reach out to our support team if you are having issues with your taxonomy!