Digital Voice of Customer

Automated market research using online customer reviews

Setuserv’s Consumer Reviews Insights and Signals (CRIS) platform is designed to mine  insights and signals from multiple online sources including eCommerce platforms, business listing sites, social media portals, travel sites and all other major sources for reviews. We specialize in customizing the solution based on industry-specific needs. Our data research team works with each client’s requirements, designing the most appropriate solution from data collection to building a custom machine learning model to offer the most accurate insights and signals based on industry needs.

Deep Insights Into Customer Behavior

The CRIS solution mines data across multiple channels integrating text data into one platform to serve up insights on Market Landscape (SoV, Rating, Sentiment, Topics), Deep Dive Analysis (compare vs. competition) and Flash Trends (trending brands and topics). Users can drill down by Category, Segment, Brand & Product and compare consumer feedback vs. competition.
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Review sites

Specific review sites like trustpilot offer exclusive reviews; mining these data will enable us to understand customer needs and expectations.

Social Media Analysis

Social mentions are very useful in gathering emotional data. We are experts in gathering and analyzing sentiments of consumers from various sources like brand mentions in twitter, hashtags etc.

Ecommerce Reviews

Ecommerce product reviews are one of the best ways to identify opportunities in product innovation which brands can leverage on and add them as part of their product road map. This helps in creating a superior product-market fit.

Local Business Listings

Google business listings are valuable for analyzing in-store experience of a brand at a specific location. Our team develops geomap location analysis and the data collected can be used to improve customer experience across various locations.

Beat the limitations in Surveys

Traditional methods of market research involve brands conducting surveys with defined objectives. Most of the times these surveys tend to be limited in scale and do not capture the real voice of the customer. With the evolving eCommerce digital landscape comes organic consumer feedback highly valuable to brands. Online reviews are a great source for brands to analyze and subsequently generate deep insights about consumer behavior. Mining of data from multiple sources like social media mentions, eCommerce product reviews, business listing reviews, online review sites etc helps make appropriate decisions about various aspects of a brand ranging from marketing to product innovation.

Market Landscape

Data within the Market Landscape module includes:

  • Share of Voice

  • Rating

  • Sentiment

  • Trending Brands by Volume and Rating

Deep Dive

Analyses within the Deep Dive module includes:

  • Competitive Benchmarking by Category, Subcategory, Segment, Brand and Product

  • Impact to a Business

  • Top Brands for a Topic

Flash Trends

Data tracking within Flash Trends module includes: 

  • Trends by Brand, Segment, Product and Topic

  • Trending keywords and phrases