Voice of customer analysis
Name your product. See what customers say about it most, counted, in their own words.
What is voice of customer analysis?
Reading what customers say about your product, wherever they say it, and counting what comes up most.
Customers talk about you in reviews, on Reddit and in YouTube comments. One review is one person’s story. Four hundred people saying the zip breaks is a pattern.
A voice of customer analysis groups everything they say into themes, counts each one, and keeps their exact words, so you know what to fix and what to keep.
How it works
Name your products
Your products or your brand. Pick where to listen: Amazon and Google reviews, Reddit, YouTube comments, or all four.
It reads and sorts
EverAsk reads everything customers said and groups it into themes, like a zip that breaks or a size that runs small.
Get the sheet
Every theme with how many people raised it, how they feel about it, and their own words.
A few of the 1,860 things Fennick’s customers said, and the themes they add up to
- Amazon★★★★★
Main zip split in week three.
Zip breaks
- Amazon★★★★★
Carried 9 kg all day and forgot it was there.
Comfy hip belt
- Reddit
Second Fennick pack where the zip gave out. Love everything else.
Zip breaks
- Amazon★★★★★
Order a size up, the chart is off.
Runs small
- YouTube
Best hip belt under a hundred dollars.
Comfy hip belt
- Reddit
I’m a medium in everything and the large fits.
Runs small
Themes
Mentions- Zip breaksMostly unhappy412
- Comfy hip beltMostly happy318
- Runs smallMostly unhappy286
Things you can ask
What customers say most
What do customers say most about our Daypack 28L, across Amazon, Reddit and YouTube?
Every theme, counted, with quotes.
Try itWhat changed this month
Which complaints about our products grew this month, and which are new?
Themes rising, falling, or just appeared.
Try itWhat happy customers love
What do our happiest customers love about our hip belt, in their own words?
Lines you could use in an ad.
Try itOne place versus another
What do people complain about on Reddit that they don't on Amazon, for our brand?
Themes split by where they were said.
Try itDid the fix work
Since we changed the lid in September, have complaints about it dropped?
Mentions by month, before and after.
Try itCompare with a rival
What do customers say about our flask that they don't say about a rival's flask?
Where you're better, and where you're not.
Try it
Click a card to try it. Change the words in blue to your own.
What you get
You ask: “What do customers complain about most across our three best-sellers?”
What to do first
Fix the zip on the Daypack.
412 people mention it, more than anything else, and most of them are unhappy. Next is the Trail vest: 286 say it runs small, so the size chart needs fixing.
Who it’s for
Fennick Outdoor · Voice of customerMonthlyStrap clip: new in September31 mentions, flagged for the specProduct teams deciding what to fix
See which complaints are growing month by month, and catch a new one, like a strap clip, the month it starts.
Fennick Outdoor · Voice of customerQuotesAd lines from customersHip belt and pockets, 523 mentionsMarketers looking for the right words
Find what happy customers love most, in their own words, and use those words in your ads and product pages.
Fennick Outdoor · Voice of customerBy sourceDelivery is a Google problem79 of 128 mentions, on store pagesSupport teams
See which complaints customers make in public, and where, before they turn into support tickets.
Frequently asked questions
What is voice of customer analysis?
It means collecting what customers say about your product, in reviews, forums, comments and surveys, and grouping it into themes you can count. You end up with a list of what customers raise most, how they feel about each thing, and their own words.
Where does it listen?
Amazon reviews, Google reviews, Reddit and YouTube comments, using live data. You choose which ones to include and over what dates, and every quote keeps where it came from.
How does it know if people are happy or unhappy?
It reads each thing a customer says on its own, so a review that loves the hip belt but hates the zip counts once for each. Sarcasm and very short comments are the hardest, which is why every theme keeps its quotes for you to check.
How many reviews do I need?
Themes become useful at a few hundred mentions. With fewer, it still works, but it marks themes that rest on only a handful of comments so you don't over-read them.
Can I add my own survey or support data?
Yes. Upload a spreadsheet of survey answers or support messages and it is sorted into the same themes, labelled as your own data.
One prompt in.
Real work out.
Name your product. See what customers say about it most, counted, in their own words.
EverAsk on your phone and your Mac
EverAsk for iPhone
Paste the listing on the train, read the verdict, and share it from your phone. Every review check you run here is on your phone.
Download on the App Store
EverAsk for Mac
Review analysis on your desktop, with the listings and exports you already have to hand.
Download for macOS