Customer Sentiment Intelligence

OPINION IS A BUSINESS DATA POINT.
LEARN HOW TO READ IT.

What consumers say has a direct impact on your conversion rates, your rankings and your revenue.
Flipflow transforms thousands of unstructured reviews into a structured layer of business intelligence that links perception with actual performance.

Designed for:

Consumer insights

Marketing

E-commerce

Product

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The silence of unstructured feedback.

In most organisations, customer feedback is a blind spot. It is collected and reviewed manually, analysed only in the event of a crisis, and kept separate from the rest of the business. And in the meantime:

A drop in an online rating can affect conversion rates

A packaging issue can escalate without being detected

A flaw in a key attribute may be costing you market share

A competitor may capitalise on a structural weakness before you even notice it

You’re missing out on a source of intelligence that’s more agile and accurate for all your teams than traditional market research

The problem isn’t a lack of feedback. It’s that it isn’t structured to inform decision-making.

How we solve this at flipflow

Flipflow turns insights into business decisions

We don’t just stop at sentiment scoring. We organise consumer feedback and link it to your business performance to turn perception into decisions.

1. Reviews organised by SKU and retailer

Flipflow collects reviews from marketplaces and retailers, standardises them by product, market and channel, and builds a comparable dataset over time. No ‘word clouds’: a consistent model for operating at scale.

2. Analysis by attributes, not just by sentiment

The value lies not in “positive vs. negative”, but in understanding why. We break down the customer experience into business dimensions: quality, packaging, price, durability and logistics. And we answer all your questions ( In which attribute do I excel? Where do I fall short? What patterns emerge?… ) in real time.

Flipflow sentiment analytics dashboard identifying an 'Amazon DE Mis-shipping Pattern.' The interface displays negative customer reviews with 1-star ratings citing 'wrong item received' and provides an actionable insight to verify SKU labeling at the distribution center with 90% confidence.

Flipflow customer sentiment dashboard displaying a Service Sentiment Score of 54.98% positive and 42.71% negative. The interface includes a line graph for 'Quality evolution reviews by product' and a bar chart showing 'Usability sentiment score' across positive, negative, and neutral feedback categories based on 2,268 data points.

3. A connected ecosystem

This is where reviews cease to be a silo and become a commercial asset. We link them to your Share of Search, your organic ranking, your prices and your availability. Understand exactly how a decline in perception affects your position on the digital shelf.

4. Category benchmarking

Don’t just analyse your own performance. Compare your satisfaction drivers, underperforming attributes and how they are evolving against those of your competitors to identify structural vulnerabilities in the market.

Economic impact

A cross-cutting impact on the business

The traditional approach to review analysis involves manually reading reviews, isolated business insights, periodic studies and delayed responses. All of this comes at a hidden cost: delays in rolling out product innovations and a significant time investment from the insights team. When you activate this Flipflow module, you multiply the value of the rest of your stack.

Traditional model	With flipflow
No structured comparison	Structured competitive comparison
No link to commercial performance	Direct link to digital performance
Sales lost due to negative reviews on key online channels	Timely response and maintenance of sell-out by addressing the negative aspects
Manual review monitoring	Ongoing monitoring by SKU and retailer
Delays in product updates	Insights ready for product and sales teams
Decisions based on intuition	Catalogue optimisation based on real-world perception
High cost in terms of time and money to collect, review and analyse reviews	Cost savings and ROI from day one by automating the collection and review of reviews