Feedback Analysis
What letting agency reviews actually tell you
The day-to-day property managers get glowing reviews. The deposit return gets "the worst service we've ever received." Both are true, and the average hides it.
Data
Feedback Analysis
Why car warranty review scores hide the claims experience
A car warranty's Trustpilot score is mostly written about the welcome call, not the claim. Here is how to read past the average to the bit that matters.
Feedback Analysis
How to Use Feedback Analytics to Reduce Customer Churn
Most teams keep churn data and feedback data in separate workflows. Connect them and your feedback becomes an early warning system for cancellations.
Customer Experience
Admiral wins on price. The claims reviews are where it gets handed off.
Admiral has one of the strongest pricing and buying experiences in UK motor insurance across 1,000 Trustpilot reviews. The claims reviews, especially the ones handed to a third party, tell an almost opposite story.
Feedback Analysis
What a Trustpilot star rating doesn't tell you
A star average is shaped as much by how a company collects reviews as by how good it is. We compared UK energy and insurance reviews on the same platform, and the gap had little to do with quality.
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.
Data
Making Sense of Ofsted Reports (and Everything Else)
10,000 Ofsted reports run through Sunbeam reveal each inspector's focus, the drivers of inspection grades, and a method that works on any unstructured text.
Customer Experience
Turning Feedback into Insights: A Smart Analysis Method
Discover how to transform customer and employee feedback into actionable insights. Our five-step methodology turns overwhelming data into clear, strategic intelligence that drives meaningful business decisions.
Data
Sunbeam's Best Concierge Service
Sunbeam analysed millions of UK hotel reviews to find the top three concierge services, scoring friendliness, knowledge and overall ability from guest comments.
Data
Sunbeam's Best Wes Anderson-inspired Hotels
Ten million guest reviews analysed to find UK hotels with the most Wes Anderson interiors. Top three picks with NPS-by-decor scores and what guests said.