Review analytics vs customer surveys
Reviews vs surveys: what each tells you, and how to use both.
Reviews and surveys answer different questions. Surveys measure what you ask about, from customers who respond; reviews show what customers raise unprompted, in public. Falcon analyses the reviews; here is how they fit with your surveys.
Updated
- Every review classified
- Locations compared fairly
- Evidence behind every number
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
Survey fatigue
Response rates fall and answers cluster around the questions asked.
Reviews ignored
Thousands of unprompted reviews sit unread because they are not "research".
Two pictures that never meet
Survey and review findings use different categories and never get compared.
How it works
From every review to the next step
Every location's reviews
Falcon collects the public Google Maps reviews of each location, and your app's Google Play reviews if you have one.
Classified your way
Each review is sorted into a taxonomy built from your own reviews, with sentiment for each mention and the words that support it.
Compare, act, check
Compare locations within their peer group, give rising issues an owner, and watch whether they fall.
What you get
What your team gets
What customers talk about
Themes, sub-themes and specific issues ranked by volume with their sentiment mix.
Where it is slipping
Negative share by topic and month, with small samples flagged.
Evidence for every finding
Open any finding to read the reviews behind it.
See it on a sample workspace, or on your own reviews with our team.
FAQ
Frequently asked questions
Are reviews biased?
Yes, towards customers motivated to write. Surveys are biased towards those who respond. Using both reduces each bias.
Which is cheaper?
Reviews already exist; surveys cost to run and to analyse.
Can Falcon analyse survey comments?
Falcon analyses Google Maps and Google Play reviews; use the same taxonomy for survey comments to compare.
Which should we trust?
Neither alone. Agreement across both is strong evidence.
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