Customer complaint analysis software
Customer complaint analysis software, from complaint to cause to owner.
Falcon is customer complaint analysis software for brands with many locations. It reads every Google Maps and Google Play review, groups complaints into specific issues, and shows where each one clusters, who owns it and whether it fell after the fix.
Updated
- Every complaint grouped into a specific issue
- Clusters by location and month
- Evidence behind every count
Free 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.
- The themes customers raise most
- Where sentiment is slipping
- Real quotes behind each theme
No commitment. We use your details only to send your snapshot and follow up. Privacy policy
The problem
What gets in the way
Complaints read one at a time
Each complaint is handled on its own, so the same problem at forty stores looks like forty bad days.
Categories too broad to act on
"Service" is not a fix. Without specific issues, nobody knows what to change.
No way to tell if a fix worked
Changes are made, but nobody checks whether the complaint actually fell.
How it works
From every review to the next step
Collect every complaint
Falcon collects public Google Maps reviews of each location and Google Play reviews of your app.
Group them into issues
Reviews are classified into themes and sub-themes from your own taxonomy; complaints within each are clustered into specific issues, merged with an audit trail.
Own it and check it
Each issue's theme has an owner; signals show negative share by month so you can compare before and after a change.
What you get
What your team gets
Down to the specific issue
Complaints within each sub-theme are clustered into specific issues, ranked by volume, with a summary written from the reviews behind them.
An owner and a next step
Each insight states what is happening, why it matters and a proposed next step for the team that owns the theme.
Evidence you can check
Open the reviews behind any issue, in customers' own words, with exact quotes highlighted.
See it on a sample workspace, or on your own reviews with our team.
FAQ
Frequently asked questions
What does customer complaint analysis software do?
It finds patterns across many complaints, groups them into specific issues and shows where and when they occur, so causes can be fixed rather than complaints handled one by one.
Are the issues predefined?
No. Themes and sub-themes come from your taxonomy; specific issues are discovered from what customers write.
Can we check whether a fix worked?
Yes. Compare negative share for the issue's topic in the months before and after the change, for the locations where it was made.
Does it include complaints from our call centre?
Falcon analyses Google Maps and Google Play reviews; it does not ingest call or ticket data today.
Which review sources does Falcon cover?
Google Maps reviews of your locations and Google Play reviews of your app.
Free 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