What customers are saying:

I have used TextIQ to do bottom-up classification (basically, reading the feedback, building queries and building a topic hierarchy.)

Answering our business questions:

I am also required to do top-down analysis. We performed an insight needs analysis phase as part of our customer survey, so there are clear themes / questions for which we want customer insights. Has anyone done this type of analysis before? I am keen to learn some concepts and approach.