UGC IntelligenceReview and customer inquiry analysis for practical decisions
Listen to your customers.Find what to improve next.
Reviews and inquiries reveal why customers chose you and where they struggled. We analyze their words across channels to inform the next decisions for product, marketing and customer experience teams.
Analyze your customer feedbackSales figures alone
cannot explain why.
The reasons customers choose, hesitate or leave are scattered across channels. We interpret their words in the context of your product and customer journey, then prioritize what to change.
lies the direction for your next improvement.We consider product options, timing and usage context alongside word frequency to separate strengths worth communicating from problems that need fixing.
shopping reviews
Coupang · Naver Shopping · Your own storeWhy did customers choose it, and what disappointed them?
Reason for purchase / Product attributes / Options/Sizeapp review
App Store · Google PlayWhich experiences satisfy customers, and where do they get stuck?
Feature feedback / Usability issues / Version-specific problemsCustomer Inquiry
Consultation history and product Q&AWhat questions are left unresolved before purchasing?
Pre-purchase concerns / Recurring questions / Missing guidanceCommunity/Social
Public posts, comments, and customer reactionsWhat language do customers use to compare your product with competitors?
Comparison criteria / context of use / brand perceptionRatings show the result.
Reviews explain why.
In customers' own words,
we find the opening line for your next product page.
CoupangI often wear them to work because they cover my feet comfortably.
Naver ShoppingI bought my usual size, but I wish there had been more guidance on shoe width.
| topic | number of cases | Share |
|---|---|---|
| Reason for purchaseDesign suitable for work wear | 8 | 40% |
| Fit and comfortComfortable to wear in everyday life | 6 | 30% |
| sizeNot enough guidance on shoe width | 4 | 20% |
| priceThe gap between price paid and expectations | 2 | 10% |
20 illustrative reviews · One main topic per review
Answer sizing questions before customers buy.
Analysis should lead to
a better customer experience.
“Shoes that suit a variety of styles.”
Show the shoes styled for work.
Size guidance that accounts for foot width.
Make recurring reasons for choosing the product clearer.
Reduce hesitation with the information customers need.
From reports you read and set aside,
to evidence your team can use in a meeting.
The same customer feedback can call for different actions from each team.
We deliver statistics and representative quotes with clear actions to take.
Lead with the strengths customers mention themselves.
With so many product strengths, which should we lead with?
- From what customers say
- An illustrative review about wearing the shoes to work suggests an everyday setting for showing the design.
- to decisions your team can make
- We group reasons to buy by usage context, then recommend the opening message for product pages and directions for ad creative and content.
- Map of purchase reasons and customer language
- Recommended product page messaging
- Advertising and content creative brief
Product page visits · Ad response · Purchase conversions
Start with one product's challenge.
We focus on key products or recurring complaints to identify messaging and experiences that need attention now.
Track changes across channels over time.
We compare key issues using agreed categories and track customer responses after changes are made.
Your next strategy starts with what customers have already said.
Why customers buy, where they hesitate and what disappoints them: we read their feedback alongside product information to identify changes for marketing, product and operations teams.
Why did they choose it?
The value of the product as perceived by customers
Why did they hesitate?
Questions not answered by explanation alone
What should change?
The next priorities for your product and purchase experience