Introducing the Feedback Analysis Report

Press Release

San Francisco, CA -- December 14, 2021 - Viable, the qualitative AI company, has launched a new Feedback Analysis Report for business teams that uses state-of-the-art AI, including GPT-3, to aggregate, analyze, and summarize customer feedback with a depth of understanding previously unseen. This fully automated report is written in natural language and reads like a human wrote it, making insights from large volumes of customer feedback easily accessible and actionable to business users. 

Using the Feedback Analysis Report to do its first cross-brand analysis, Viable compared shopping app reviews* and found that pet site Chewy outperformed nine other top retailers in terms of compliments vs. complaints. Chewy had the most compliments as a percent of all their reviews, at 92.5%. Out of 8,357 Chewy reviews analyzed, Viable summarized 1,857 compliments about the brand overall in natural language as follows: “Customers are raving about the quality of Chewy’s customer service. They love how easy it is to use the app and website, and how helpful they find the customer service team.” ‍

In the same analysis, Viable's qualitative AI identified less obvious insights that wouldn't easily be found if done manually. For example, across 7,000 Target app reviews analyzed, the AI found a number of reviews specifically from moms with young children who praised the Target app, summarizing the reviews as such: “The Target app is a mom's best friend. It makes shopping easy and convenient, especially with small children, and is especially helpful for single moms.”

Says Viable co-founder and CEO Dan Erickson, “Businesses can use that kind of insight to validate or create unique promotions, mobile app features, store layout designs, and more. Retailers, for instance, can use customer feedback strategically to bridge gaps across customer touchpoints. Bottom line, companies can find unique insights often buried in large qualitative datasets with Viable.”

To view the full analysis of shopping app reviews, click here.

The Feedback Analysis Report is now available to all Viable customers in all tiers for contextualized insights of their own customer feedback.

*Viable analyzed 52,690 Apple App Store and Google Play Store user reviews for Amazon, Best Buy, Chewy, Costco, Etsy, Overstock, Sam’s Club, Target, Walmart, and Wayfair between August 2020 and November 2021 to find top user complaints, compliments, and requests.