Is making sense of your customer feedback a problem for you?

Making sense of qualitative feedback, such as comments or reviews, can be tricky.

Unlike metrics (like conversion rates or engagement), tracking qualitative feedback isn't as straightforward.

Here’s how we approached it during the early days of Sam, my second startup:

1️⃣ We automatically sent feedback forms to users at multiple touchpoints (e.g., after 30 trips using the app).
2️⃣ We read each individual comment (around 10 per day).
3️⃣ We categorized each comment into an evolving list of “insights.”
4️⃣ We manually quantified how many comments were connected to each insight.
5️⃣ We used this information to prioritize product improvements on our roadmap.

You can see the Notion page we created for this in the attached pic.

Thanks to LLMs and SaaS solutions like Kraftful, this process has become much easier.

However, you may not need a fully-fledged SaaS platform to solve this problem.

A simple AI agent connected to your support inbox could deliver 80% of the value at 20% of the cost (including the time required to learn a new tool).

Inspired by what @levelsio shared a few months ago, we’re considering whether it makes sense to develop this idea.

What do you think?

Is making sense of qualitative feedback a problem you're facing?