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Voice of customer analysis

Name the product. Get every theme customers raise, counted, in their own words.

Fennick Outdoor · Voice of customerThemes

Examples

One brand's customers, four ways in: by theme, by source, by month and in their own words.

Fennick Outdoor · Voice of customer
D2fx=C2/SUM(C$2:C$9)
A
B
C
D
E
F
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H
I
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K
L
M
1
Theme
Product
Mentions
Share
Sentiment
2
Zip durability
Daypack 28L
412
22.2%
-0.62
3
Hip belt comfort
Daypack 28L
318
17.1%
0.71
4
Runs small
Trail vest
286
15.4%
-0.48
5
Lid leaks
Flask 1L
241
13.0%
-0.81
6
Pocket layout
Trail vest
205
11.0%
0.54
7
Colour vs photos
Daypack 28L
164
8.8%
-0.22
8
Delivery time
All
128
6.9%
-0.35
9
Value for price
All
106
5.7%
0.18
10
Total
1,860
100%
-0.17
11
12
Share of mentions
1,860
mentions
  • Zip durability22%
  • Hip belt17%
  • Runs small15%
  • Lid leaks13%
  • Other32%
+

1,860 mentions from the last 90 days, grouped by what customers actually raised.

How it works

  1. Name what to listen to

    Give the products, the brand or the category. Pick the sources: Amazon reviews, Google reviews, Reddit and YouTube comments, or any mix, and a date range.

  2. It reads and sorts

    Chatly reads every mention it collects, groups them into themes like sizing, battery life or delivery, and scores the sentiment of each, keeping the source and date on every line.

  3. Act on the sheet

    You get a sheet of themes with counts, share, sentiment and the quotes behind them, plus a chart of what moved since last month. Filter by product, source or star rating.

Features

Who it’s for

  • Fennick Outdoor · Voice of customerMonthly
    Strap clip: new in September
    31 mentions, flagged for the spec

    Product teams setting the roadmap

    Rank what to fix next by how often customers raise it and how strongly they feel, with quotes to put in the spec.

  • Fennick Outdoor · Voice of customerQuotes
    Ad lines from customers
    Hip belt and pockets, 523 mentions

    Marketers finding the message

    Lift the phrases happy customers use about what they love, and write ads and landing pages in their words.

  • Fennick Outdoor · Voice of customerBy source
    Delivery is a Google problem
    79 of 128 mentions, on store pages

    Support and CX leads

    See which complaints happen in public, on Google and Reddit, before they show up as tickets, and track whether a fix is working.

Frequently asked questions

What is voice of customer analysis?

It is the practice of collecting what customers say about a product or brand, in reviews, forums, surveys and support, and turning it into themes you can count and act on. The output is usually a ranked list of themes with sentiment and example quotes.

Which sources does it read?

Amazon reviews, Google reviews, Reddit threads and YouTube comments, through live data apps. You choose which ones to include and the date range, and every line keeps its source.

How accurate is the sentiment?

Sentiment is read per mention, so mixed reviews are split into what was praised and what was criticised. Sarcasm and very short comments are the hardest cases, which is why every theme links back to its quotes for you to check.

How many reviews do I need?

Themes start to be useful at a few hundred mentions. Below that the sheet still runs, but themes resting on only a handful of mentions are marked as early signals.

Can I add my own survey or support data?

Yes. Upload a CSV of survey answers or ticket text and it is themed alongside the public sources, with its own source label.

One prompt in.
Real work out.

Name the product. Get every theme customers raise, counted, in their own words.

Analyse my reviewsSee pricing

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.

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Chatly for Mac

Review analysis on your desktop, with the listings and exports you already have to hand.

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