Feedback Analysis
What 2,300 gym reviews say about where members actually leave
Four UK gyms and health clubs all score positively on Trustpilot. Group the reviews and the same split appears: members love the workout and resent the way out.
Feedback Analysis
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.
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
Purplebricks customers love the agents. The weak point comes after they pay.
Purplebricks' agents are genuinely liked. The reviews turn negative in one place, after payment, and the same pattern shows up in any pay-upfront business.
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.
Customer Experience
Aviva looks fine on Trustpilot until you make a complaint
Aviva scores +30 across 1,000 Trustpilot reviews, with strong pricing and a well-liked website. The reviews about making a complaint score -91. A topic-by-topic look at where the split sits.
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.
Customer Experience
Saga is built on looking after older customers. Its admin is where that slips.
Saga's agents are the best-reviewed frontline staff in our set of UK insurers, living up to a brand built on looking after older customers. The automated admin around them is another story.
Customer Experience
esure makes buying easy. Claiming is where the reviews turn.
esure has one of the smoothest buying experiences in UK motor insurance across 1,000 Trustpilot reviews. The reviews about making a claim tell an almost opposite story.
Customer Experience
Direct Line wins on price, then tests your loyalty at renewal
Direct Line's most praised feature across 1,000 Trustpilot reviews is its price. Its most contested one is also its price, at renewal. The gap between the two is the loyalty penalty in plain sight.
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.