Voice of the customer analysis

100% of verbatims analysed

Online reviews, NPS responses, social comments and field feedback form a wealth of material that human reading only covers by sampling. Emerging trends then surface months late, once they are already weighing on sales.

The automated workflow

A structured process for fast, reliable results.

Verbatim collection

Customer reviews, NPS responses, social comments, support tickets and satisfaction surveys are aggregated.

Semantic analysis

Natural language processing brings out themes, sentiment, pain points and sources of satisfaction across the whole corpus.

Trend detection

Changes over time, emerging weak signals and differences between customer segments are identified.

Dashboard and insights

Results are presented in an interactive dashboard with the key insights and priority actions.

Tangible results

100%

Verbatims analysed, where human reading samples

-80%

Analysis time

Real time

Pain point detection

Up and running in 3 to 4 weeks

From specification to deployment, with visible results from the first few weeks.

Rapid scoping (1 week)

Working prototype at the halfway point

Deployment and training included

Frequently asked questions: Voice of the customer analysis

Google and Trustpilot reviews, NPS responses, social media comments, support tickets, satisfaction surveys and any text verbatim, structured or free-form.

The models used detect irony, implicit phrasing, degrees of satisfaction and emotions, which takes the analysis beyond a positive or negative label. Ambiguous cases are flagged for human reading.

Yes, analyses can be filtered by product, range, region, acquisition channel or any other attribute relevant to your business.

Yes, insights come as concrete, prioritised actions, with a dashboard that tracks how they evolve over time.

More workflows: Marketing

-60% production time

Social media monitoring and content creation

A lively social presence takes two efforts at once: following the topics on the rise and producing in each platform's own formats. Community managers constantly trade one off against the other, and responsiveness to the news pays the price.

3 to 5 weeks

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-50% briefing time

Creative brief generation

An incomplete brief is paid for later, in back-and-forth with in-house creatives or the agency, and in days lost on the campaign launch. Writing a complete brief takes time just when the schedule leaves the least of it.

2 to 3 weeks

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-55% writing time

Product descriptions and sales copy

Across a large catalogue, writing product descriptions becomes volume work that nobody can carry out to the same standard from the first item to the last. Descriptions vary in structure, underperform in search and list features where the customer is looking for a benefit.

3 to 4 weeks

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See all workflows: Marketing