Resources
Guides to understanding what your customers say.
How to collect, classify and act on customer reviews, from the team that builds Falcon. Browse by topic, or see the solution pages.
Google reviews and Business Profile
How Google reviews and Business Profiles work, how to get more reviews within the rules, and how to fix common problems.
All 11 guides on google reviews and business profileReplying to reviews
Reply structures, templates and examples for positive, negative and difficult reviews, by industry.
All 33 guides on replying to reviewsReview and sentiment analysis
Methods for classifying reviews, measuring sentiment by theme and reading what changes over time.
All 47 guides on review and sentiment analysisComparing stores and locations
Comparing branches, outlets and regions fairly, and finding what local teams should fix first.
All 17 guides on comparing stores and locationsComplaints and closing the loop
Complaint handling processes, root cause analysis, and checking that fixes actually worked.
All 25 guides on complaints and closing the loopCX metrics and surveys
CSAT, NPS and customer effort, survey and feedback-form design, and reporting customer experience.
All 21 guides on cx metrics and surveysCustomer experience concepts
Journey mapping, text analytics, feedback loops and the ideas behind customer experience work.
All 2 guides on customer experience conceptsApp reviews
Reading and replying to Google Play and App Store reviews, and turning them into product decisions.
All 7 guides on app reviewsIndustry guides
What customers write about restaurants, hotels, banks, retailers, clinics and more, and how each can act on it.
All 11 guides on industry guidesBuyer's guides
Choosing review analytics, reputation and customer experience software, and the questions to ask vendors.
All 6 guides on buyer's guidesFree review snapshot
See what your customers are saying, before you talk to us.
Tell us your brand. We read its public Google reviews and send back the themes customers raise most, with the quotes behind them.
No commitment. We use your details only to send your snapshot and follow up. Privacy policy