Review theme analysis
Review theme analysis from broad themes down to the specific issue.
Falcon organises every review into a three-level taxonomy built from your own customers' words: themes for reporting, sub-themes for owners, and specific issues for the teams who fix them.
Updated
- Three levels deep
- Built from your reviews
- Sentiment in every bar
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
Word clouds
The most frequent words are not themes, and they carry no sentiment.
Generic categories
Off-the-shelf topic lists do not match how your customers describe your business.
Themes too broad to fix
"Service" is a theme. "Only one counter open on Saturday evenings" is something a manager can fix.
How it works
From every review to the next step
A taxonomy from your reviews
Themes and sub-themes are generated from a sample of your reviews and reviewed before use.
Every mention classified
Each review is split into the themes it mentions, each with sentiment and supporting words.
Specific issues discovered
Within each sub-theme, complaints and praise are grouped into specific issues with summaries.
What you get
What your team gets
Themes ranked by volume
L1, L2 and L3 ranked by feedback volume with their sentiment mix.
Themes over time
Negative share for every topic and month.
Reviews behind each theme
Open any theme or issue to read the reviews in it.
See it on a sample workspace, or on your own reviews with our team.
FAQ
Frequently asked questions
What is review theme analysis?
Grouping what customers write in reviews into themes and topics, so you can see what they talk about most and how they feel about each.
Where do the themes come from?
From your own reviews: Falcon can generate a draft taxonomy from a sample of your reviews for review and approval.
Can a review belong to several themes?
Yes. Each theme a review mentions is labelled separately with its own sentiment.
Do themes change over time?
Themes and sub-themes stay stable so trends hold; specific issues are discovered as new problems appear.
Which review sources does Falcon cover?
Google Maps reviews of your stores 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