The Business Context

A mid-market SaaS provider noticed a plateau in organic growth. They suspected it wasn’t a product problem — it was a perception problem.
Customers were choosing competitors despite similar offerings. Why?

We deployed our Customer Experience Intelligence Suite to decode unstructured sentiment across public reviews, forums, and feedback portals — and uncover the competitive perception landscape.

Methodology

We scraped and analyzed 600 reviews across three key brands — OurBrand, CompA, and CompB — from platforms like G2, Trustpilot, and in-app feedback.

Our analysis included:

• NLP Sentiment Scoring of over 2,000 review snippets

• Theme Tagging into 4 customer experience pillars: Support, Product, Pricing, Ease of Use

• Regression-weighted scoring to quantify each category’s impact on overall brand rating

Insights with Data

Brand-Wise Average Category Scores (1–10 scale):

OurBrand led across all categories, but Pricing and Support were key gaps for CompB, where over 35% of reviews were negative.

Sentiment Distribution

Statistical Highlights

• Chi-square test showed a statistically significant difference (p < 0.001) in review sentiment between OurBrand and competitors — strongest gap in the “Ease of Use” category.

• Logistic regression revealed that:

  • Product satisfaction was 2.4x more predictive of positive sentiment than Support quality.

  • Pricing dissatisfaction had the highest odds of predicting a negative review (odds ratio = 3.2).

Actionable Moves

• Marketing strategy update: Lead with “effortless UX” and “intuitive product” — both backed by data.

• Campaign idea: “Work smart, not harder” targeting competitor’s pain points.

• Monitor alerts for competitive surges in Pricing complaints — a churn opportunity.

Outcomes

• +17% lift in demo requests when ads used “rated #1 for ease of use” copy

• Competitive win rate improved by 11% in accounts where CompB was incumbent

• Quarterly brand tracker showed +9pt lift in “most user-friendly platform” perception