Find out what your customers are really telling you
Customer Review Analytics
Turn hundreds or thousands of reviews into clear themes, priorities and practical next steps — so you know what customers value, what keeps frustrating them, and what to improve next.
Your reviews contain more than star ratings. They show where customers struggle, what keeps them coming back and which improvements are most likely to matter.
I turn that unstructured feedback into evidence, priorities and practical next steps.
You receive a result your team can use — not a technical report that still needs somebody else to interpret it.
What this service helps you do
01 See recurring customer concerns without reading every review manually.
02 Separate isolated complaints from patterns worth acting on.
03 Understand the positive experiences you should protect or develop.
04 Prioritise improvements using evidence, business impact and practical effort.
05 Give your team clear actions and measures, not just charts and sentiment scores.
Choose the Result You Need
Each tier answers a different business need. If you are unsure which is appropriate, the suitability check will identify the best option your data can realistically support.
01
Customer Insight and Action Report
£1750
02
Customer Experience Improvement Blueprint
£5000
03
Bespoke Customer Insight System
From £10,000
Not Sure Which Tier Fits?
Before we start, I offer a FREE data suitability check – no commitment, just an upfront assessment of whether your chosen tier is appropriate for the data you have.
Customer Insight & Action Report
Tier 01
For businesses that need a clear, evidence-based starting point.
THE RESULT
You will know which customer issue to address first, why it matters and what immediate action to take.
THE VALUE
Instead of reacting to the loudest complaint or relying on gut feel, you can make one clear improvement decision with the evidence, first action and success measures in one place.
THIS IS RIGHT FOR YOU IF
You have written reviews but no reliable way to turn them into priorities. You need a focused answer to one important business question without commissioning a larger strategy project.
WHAT YOU RECEIVE
A focused opening session to agree on the business question, followed by a review of data coverage and quality.
Your three highest-priority friction points and the strongest positive themes worth protecting or developing.
Evidence showing how often themes occur, associated sentiment, relevant trends and representative customer feedback.
An impact-versus-effort action matrix to show what to tackle first.
Three to five practical recommended actions, with suggested measures for checking progress.
A concise, non-technical PDF report and a 45-minute findings session.
The Price
£1750
Customer Experience Improvement Blueprint
Tier 02
For businesses ready to move from insight to a structured improvement plan.
THE RESULT
You will receive an evidence-based 90-day improvement plan your team can begin implementing without further analytical interpretation.
THE VALUE
Your team leaves with an agreed sequence of work: what to change, who should own it, when it should happen and how you will judge whether it helped.
THIS IS RIGHT FOR YOU IF
You need to understand the likely drivers of customer dissatisfaction or loyalty, compare experiences across meaningful parts of the business and turn the findings into a practical plan for what to change and in what order.
WHAT YOU RECEIVE
A decision and scoping session centred on your priorities, followed by a full review of data quality and suitability.
Detailed analysis of customer sentiment, recurring topics and emotional drivers.
Relevant comparisons by location, service, product, customer group or time period, where the data can support them.
Factors that may be contributing, clearly separated from causes that would require operational evidence to prove.
Prioritised commercial risks and opportunities, with a clear starting point for measuring whether things improve.
A prioritised 90-day roadmap with recommended actions, suggested owners, sequence, dependencies and success measures.
A comprehensive, non-technical strategy report, a 60–90-minute decision workshop and a 30-day progress check-in.
An optional dashboard for the analysed data snapshot, available as a separate addition.
The Price
£5000
Bespoke Customer Insight System
Tier 03
For organisations that need a system your team can use and maintain over time, not a one-off analysis.
THE RESULT
Your team will be able to refresh agreed review data, monitor the measures that matter, recognise when intervention is needed and follow a clear response process.
THE VALUE
Customer insight becomes part of normal operations rather than a report that dates quickly. Your team can use the agreed workflow independently, with the code, documentation and training needed to keep it useful.
THIS IS RIGHT FOR YOU IF
Customer feedback arrives continuously, and manual analysis is no longer practical. You need a reliable way to detect emerging problems, compare performance and support regular decisions within the systems and tools your team already works with.
A BESPOKE CUSTOMER INSIGHT SYSTEM
Designed for organisations that want to move beyond a one-off analysis and establish an ongoing customer-insight capability.
Before any technical work starts, we begin with a paid discovery phase to agree on what needs to be built, which data and systems are involved, how it should work, and who is responsible for what. This informs the final specification and price.
Depending on your requirements, the system could include:
Integration with agreed customer-review sources.
A repeatable or automated process for importing and preparing new data.
Customer sentiment, topic and emerging-issue monitoring.
Categories tailored to your products, services and the issues your team cares about.
An interactive dashboard with agreed filters, comparisons and trend views.
Analysis by location, product, service, channel or time period where supported by the data.
Data-quality indicators showing when results may be incomplete or unreliable.
Alerts when important measures change enough to deserve attention, where there is enough data to make that reliable.
A decision guide explaining what each measure means and when action may be required.
Deployment within an agreed client-owned or hosted environment.
Technical documentation and an operational handover guide.
User testing and training for nominated staff.
A 30-day post-launch adoption review.
Tier 3 is scoped and priced after technical discovery. Hosting, maintenance, new integrations and future analytical changes are agreed separately, so ongoing responsibilities are clear from the start.
Bespoke implementation projects
The Price
From £10,000
Not sure whether your reviews are suitable?
Every enquiry starts with a short, free data suitability check. We will review the decision you need to make, the available review sources, the amount and quality of written feedback, useful fields such as dates or locations, and any access or privacy constraints.
You will then receive a clear answer:
Suitable: the available evidence appears strong enough for a defined service tier.
Suitable with conditions: the scope should be narrowed, specific information is missing, or a paid readiness assessment is needed first.
Not suitable yet: the data cannot support a defensible result, with a clear explanation of what would need to change.
The free check is a qualification step, not an analysis. You will not be asked to share passwords, credentials or identifiable customer information.
Typical data requirements
Exact requirements depend on your question and the comparisons you want to make. As a practical guide:
Tier 1 normally needs around 100 usable written reviews, with 200 or more preferred.
Tier 2 normally needs around 300 usable written reviews, with 500 or more preferred, plus enough metadata for any promised comparisons.
Tier 3 also needs sufficient history to establish a useful baseline, a continuing supply of new reviews, a stable authorised data source and a nominated internal owner.
If you have fewer reviews, a narrower qualitative audit may still be useful. I will be direct about what the evidence can support and will not present weak percentages or trends as robust findings.
How the work stays practical and trustworthy
Business question first: The work starts with the decision you need to make. The analytical method follows that purpose — never the other way around.
Every finding leads somewhere: Important findings include the evidence, why they matter, the recommended action, a way to check progress and any material limitation.
Clear evidence boundaries: Reviews can reveal patterns and likely drivers of customer experience. On their own, they do not usually prove the operational cause. I will make that distinction clear.
Real-world data, handled honestly: Customer data is rarely perfect. I assess the gaps, remove noise where possible and explain any limitation that affects the decision.
No unnecessary complexity: If a focused report solves the problem, I will not recommend a bespoke system. You receive the simplest option that can give you a useful, reliable answer.
Shared ownership: I take responsibility for the technical work while keeping you informed, so your team understands the conclusion and remains in control of the business decision.
Frequently Asked Questions
-
Written reviews and feedback exported from platforms, surveys or internal systems can all be considered, provided your organisation has the authority to use the data. The suitability check will confirm whether the format, coverage and fields support your question.
-
Yes, where those fields are present, defined consistently and supported by enough reviews in each group. I will not force a comparison where the sample is too small to be useful.
-
Where they add value, yes — but they are supporting evidence, not the end product. The main deliverable is a clear decision, action plan or operational capability.
-
Not by itself. Review analysis can show recurring themes, associations and likely drivers. Proving an operational cause may require supporting business information, and I will say so clearly.
-
Data access, transfer, retention and deletion requirements are agreed before work begins. To protect both you and me from unnecessary data privacy risks, only share the information needed for the analysis. Remove personal customer details before sending the data and never send passwords or login credentials. No identifiable customer information is needed for the initial suitability check, and I will request only the information genuinely necessary for the agreed analysis.
-
You will receive a direct explanation of what the data can and cannot support. Where practical, I will recommend a narrower analysis, a focused readiness assessment or improvements to future data collection rather than selling you a project that cannot deliver a reliable result.
Turn customer feedback into a decision your team can act on
If you collect reviews but don't use them consistently, let’s identify the strongest starting point. Bring the business question and a simple overview of the feedback you have.
I’ll help you determine what the data can genuinely tell you.
No analysis is carried out during the initial check. Its purpose is to confirm whether the data and requested outcome are a sensible match.