You get 25 phone calls for each Google review

You can gather feedback from more customers through phone sentiment analysis. On average, there are 25 phone calls for every Google review. The ratio can range from 1:10 to 1:40 depending on your business. But even if your ratio is on the lower side, you’re missing instant feedback that could be negative and left unaddressed.

Sentiment insight is almost instantaneous compared to lagging reviews

You can get customer sentiment analysis right after the phone call ends. Google reviews take much longer and are a lagging indicator. Identifying unhappy customers early helps you address their issues and potentially prevent negative reviews.

High ratings ≠ all happy customers

Locations with a Google rating greater than 4.7 tend to have more negative sentiment than Google reviews imply. A high Google rating is great, but sentiment analysis often reveals that many unhappy customers who don’t post online are sharing their feedback privately, unnoticed by the business. A better understanding of the quiet majority is important to business success.

Google Reviews underreport customer dissatisfaction by 50% - you are unaware about unhappy customers

Customers are twice as likely to share their dissatisfaction on a phone call than to post a negative review. Many unhappy customers won’t share their feelings publicly but won’t hold back in a private conversation.

Customers Trust Reviews but Are Reluctant to Share Their Opinion Publicly

Consumers are more likely to share privately negative experience than a positive one

Businesses prioritize their reputation

Master Your Reputation:
From Feelings to Positive Reviews

Your reputation is key to your business’s success. Don’t just monitor reviews—keep track of your customers’ feelings and address problems. Positive reviews will follow.

Example of sentiment insight to help your business thrive