Trustpilot review analysis: what your reviews say

• Delivery apart from product

  A one-star review about a late parcel is filed under delivery, not against the product.

• Beside your own surveys

  Compare what public reviewers say with what customers tell you directly.

• Change, not just volume

  Each topic's share of reviews and its tone, against the period before.

• Topics, without tagging

  Each reply is filed under the things it mentions, in a topic tree you can rename, merge or split.

• Tone on every mention

  A review that praises the room and complains about check-in counts as both, each with its own tone.

• What changed

  A briefing compares each topic's share of the conversation and its tone with the period before.

• Ask in plain words

  Ask a question and get an answer from your own replies, with the ones it relied on shown.

• Retail & e-commerce

  Post-purchase reviews, returns and VIP customer programmes.

• Software & SaaS

  Demo requests, recommend scores, feature requests and churn feedback.

• Schools, courses & training

  Enrolment enquiries, course feedback and alumni updates.

Further reading

• Reviews · October 5, 2026

  How to analyse Trustpilot and Yelp reviews in one place

  Trustpilot, Yelp and your own surveys each hear from different customers. How to combine them, use the same topics, compare fairly and see the whole picture.

  6 min read

• Follow-up · October 5, 2026

  How to ask customers for reviews: timing and wording

  When and how to ask customers for reviews, with example messages, why you must ask everyone and not only happy customers, and how to follow up fairly.

  6 min read

• Analysis · October 5, 2026

  A customer feedback report template that gets read

  How to write a monthly customer feedback report: the answer first, findings with evidence, charts that earn their place, quoted replies, actions with owners.

  6 min read