STRATEGY
RANKED COMPETITORS GAPS
Customers praise the person and the payoff far more than the price
Share of 1,384 pieces of customer feedback that mention each theme. One piece can touch several themes.
TOP FIVE THEMES
36.8%
Looks new again 36.8% (509)
Names the technician 36.5% (505)
Professional and courteous 28.2% (390)
Would recommend 22.4% (310)
On time and prompt 17.3% (240)
EVERYTHING ELSE
Repairs and parts 16.5%
Would use again 15.1%
Thorough and detailed 13.8%
Friendly and pleasant 13.7%
Quick and efficient 12.3%
Easy booking and communication 10%
Knowledgeable, explained things 9.2%
Fair price, good value 8.7%
Neglected BBQ brought back 8.1%
Mentions a gas fireplace 4.8%
Tidy, protected the property 4.6%
Gas line or conversion work 2.5%
Above and beyond 1.9%
Safe, hygienic, better food 1.6%
We read all of it. Not a handful of examples that happen to back up an idea somebody already had. Everything we can find about you, and the same again for the businesses you compete with. We built Scout to gather it and count it, so you can see what comes up constantly and what barely comes up at all.
We read all of it. Not a handful of examples that happen to back up an idea somebody already had. Everything we can find about you, and the same again for the businesses you compete with. We built a tool called Scout to gather it and count it, so you can see what comes up constantly and what barely comes up at all.
It gathers.
Scout pulls in what people are saying about you in public, and does the same for the businesses you compete with.
It groups.
Everything it finds gets sorted into the themes people keep returning to, rather than the themes you expected to find.
It counts.
Those themes get ranked by how often they come up, so the loudest complaint and the rarest compliment stop looking the same size.
It compares.
Then we put that list beside what your website and your ads actually say. The gap between the two is where most of the work is.
A person still reads the result and decides what it means. What Scout does is make it possible to look at everything instead of a sample.
A ranked list of what your customers care about most
A competitor report, so you can see where you’re strong and where you’re not
The things your customers care about that you’ve never talked about.
This is usually the valuable part, and it’s usually a surprise.