Voice of customer analysis
Name your product. See what customers say about it most, counted, in their own words.
- Zip breaks22%
- Comfy hip belt17%
- Runs small15%
- Lid leaks13%
- Other32%
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 what they say in public 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
Chatly reads what customers said in public 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.
Amazon
The reviews Amazon shows on a product
Google
Public reviews on Google Maps
Reddit
Public threads and replies
YouTube
Public comments on videos
What Fennick’s customers said, as it comes in
- Amazon★★★★★
Main zip split in week three.
- YouTube
Best hip belt under a hundred dollars.
- r/hiking
I’m a medium in everything and the large fits.
- Google review★★★★★
The store swapped my broken zip, and the new one broke too.
- Amazon★★★★★
Carried 9 kg all day and forgot it was there.
- Amazon★★★★★
Order a size up, the chart is off.
- r/ultralight
Second Fennick pack where the zip gave out. Love everything else.
- YouTube
Sizing runs small, go up one.
Try it on your products
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 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 itDid the fix work
Since we changed the lid in September, have complaints about it dropped?
Mentions by month, before and after.
Try it
What you get
You ask: “What do customers complain about most across our three best-sellers?”
Zip breaks
- Mentions
- 412
Comfy hip belt
- Mentions
- 318
Runs small
- Mentions
- 286
Lid leaks
- Mentions
- 241
Handy pockets
- Mentions
- 205
Colour not as pictured
- Mentions
- 164
Slow delivery
- Mentions
- 128
Value for money
- Mentions
- 106
What to do first
Fix the zip on the Daypack.
It comes up more than anything else, and most of those customers are unhappy. Next is the Trail vest: it runs small, so the size chart needs fixing.
Who it’s for
“The chest strap buckle snaps if you sit on it.”
Amazon review Product 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.
“The only pack that doesn’t leave my back soaked.”
Reddit, r/ultralight Marketers 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.
“Took three emails to get a replacement strap.”
Google review Support 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.
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 usually 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.
Why not paste reviews into ChatGPT?
A chat only works with what you paste into it. This reads each source itself, counts every theme across all of them, links each number to the quotes behind it, and can run again next month to show what changed.
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.
Chatly on your phone and your Mac
Chatly 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
Chatly for Mac
Review analysis on your desktop, with the listings and exports you already have to hand.
Download for macOS