Glossaire
Review Sentiment Analysis
The practice of extracting structured insight — positive, negative, thematic — from unstructured customer reviews.
Review sentiment analysis uses NLP and increasingly LLMs to turn thousands of raw reviews on G2, Capterra, Trustpilot, app stores, and forums into structured signal: sentiment scores, recurring themes, feature mentions, comparative complaints, and shifts over time. It is the quantitative layer on top of voice-of-customer work.
For competitive intelligence, review sentiment is one of the richest public data sources. It reveals not just star ratings but the specific reasons users love or hate each competitor — onboarding friction, missing integrations, support quality, pricing surprises. Comparing sentiment across competitors exposes gaps that no marketing page would ever admit to.
Pourquoi c'est important
Reviews are the closest thing to a public customer interview at scale. Teams that mine them systematically out-learn teams that do not.
Termes connexes
Voice of Customer
The disciplined capture and synthesis of customer feedback across every channel, used to drive product and GTM decisions.
Competitive Intelligence
The ongoing practice of gathering, analyzing, and distributing information about competitors and the market.
Gap Analysis
A method for finding the difference between what users want and what existing products deliver, so you can prioritize what to build or message next.
Net Promoter Score (NPS)
A metric that measures customer loyalty based on the likelihood of recommending a product on a 0–10 scale.
Competitive Analysis
A structured evaluation of competing products, companies, or strategies used to understand the market and sharpen your own positioning.