Joe Cainey

Customer Experience

Hastings Direct is great value until you need to cancel

Across 1,000 Hastings Direct Trustpilot reviews, getting a quote is one of the most positive topics in UK motor insurance and cancelling a policy is one of the most negative. The same star rating covers both.

Feedback Analysis

Marshmallow's customers love the staff. The app keeps getting in the way.

Marshmallow's support staff are the best-reviewed thing it has. The hard part, across 1,000 reviews, is reaching them when the app or the AI gets something wrong.

Feedback Analysis

Every UK insurer looks fine on Trustpilot until something goes wrong

Nine UK insurers score well on Trustpilot overall. Read the reviews topic by topic and the claims, complaints and cancellation experiences tell a very different story.

Sunbeam vs Enterpret: Which AI Feedback Analytics Tool Is Right for You?

Compare Sunbeam and Enterpret on setup, automation, pricing and team fit. Sunbeam is zero-config and free up to 1k comments; Enterpret targets enterprise.

Best AI Tools for Customer Feedback Analysis 2026

Six AI feedback analysis tools compared on price, depth and team fit. Includes Sunbeam, Thematic, Enterpret and three more, with picks by use case.

How to Analyze Customer Feedback Automatically with AI

AI customer feedback analysis automates theme detection, sentiment scoring and impact attribution across surveys, tickets and reviews. Workflow guide for CX teams.

Feedback Analysis

Why aggregate review scores hide the signal that matters

Three case studies show the same pattern. Aggregate sentiment is a bad starting point. What surfaces actionable signal is segmentation, and the right kind depends on what's hiding the signal.

Feedback Analysis

Reading Discord's reviews beyond the privacy headlines

1,854 Discord App Store reviews. Filter out the privacy headlines and there's a separate, distinct monetization signal underneath worth a separate look.

Feedback Analysis

Trading 212 reviews split sharply by use case

926 Trading 212 App Store reviews split sharply by use case. Beginners are happy, active traders aren't, and 13 customers want one specific UI revert.

Feedback Analysis

99 MyFitnessPal customers want a classic-look toggle back

99 of 1,981 MyFitnessPal App Store reviews ask for the same thing - a way back to the old interface. The strongest single signal in a post-redesign review pile.

Survey Methodology

Matrix Questions: When Side-by-Side Comparisons Make Sense

Matrix survey questions stack Likert rows in a grid. When they help, when they hurt response rates, and the row limit and mobile rules that keep them usable.

Survey Methodology

How to Use Thumbs Up/Down Questions in Your Free Online Surveys

Thumbs up/down survey questions strip feedback to a binary verdict. When to use them, where they break down, and how to pair them with a comment box.