Sentiment Analysis

Ten thousand comments nobody read. Now they talk.

AI and natural language processing across surveys, reviews, social media and call transcripts — validated by human analysts who understand how people here actually write.

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8.4k+

Texts per study

89%

Human agreement

2–4wk

Turnaround

Languages handled

Why it matters

Your open-ended answers are the most valuable data you never use

The comment box at the end of the survey holds the real reasons behind every score. It also holds four thousand rows of text that nobody has time to read, so it gets ignored.

Sentiment analysis reads all of it — grouping topics, scoring emotional intensity and quantifying how many people raised each issue. You end up with a ranked list of what people care about and the quotes that prove it, which is what actually persuades a management team.

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Sentiment Breakdown 8,420 texts

58% positive

24%

18%

pricing — negativestaff — positivedelivery — negativequality — positiveapp — mixedbranch access — neutral

“Staff went out of their way to help me. Genuinely impressed.”

POSITIVE

“Three calls and still no answer about my refund.”

NEGATIVE

Method

How we run it

Collect

We pull text from surveys, reviews, social platforms, tickets and transcripts.

Process

Language detection, cleaning and NLP classification tuned to local language use.

Validate

Analysts hand-check a stratified sample and correct the model where it drifts.

Report

Topics, sentiment, intensity and trend, with verbatim evidence for each finding.

Deliverables

What you receive

Topic & theme extraction

What people talk about unprompted, ranked by volume — including issues your survey never asked about.

Sentiment & emotion scoring

Positive, negative and neutral with intensity, plus frustration, trust and enthusiasm signals.

Trend over time

How sentiment moved around a price change, campaign, outage or leadership announcement.

Channel & language split

Sentiment by platform and language, because your Facebook audience is not your survey audience.

Competitor comparison

Public sentiment about named competitors tracked alongside your own, on the same scale.

Evidence pack

Representative verbatim quotes per theme, cleared for use in internal presentations.

Typical investment: from US$1,800 for a one-off study up to US$7,500 for multi-source, multi-language analysis. Continuous monitoring available from US$450 per month.

Sources we read

Every place opinion is written down

Survey open-ends

The comment boxes at the end of every questionnaire.

Reviews & ratings

Google, Facebook and sector-specific review platforms.

Social & messaging

Public posts, comments, replies and WhatsApp feedback.

Calls & tickets

Transcribed call recordings and helpdesk conversation logs.

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FAQ

Questions we get asked

This is where generic tools fail badly. We tune models on Zimbabwean and regional language use, including Shona and Ndebele mixed with English, and our analysts validate a sample by hand on every project. Sarcasm and code-switching are exactly why a human check stays in the loop.

Open-ended survey responses, Google and Facebook reviews, social posts and comments, call transcripts, support tickets, WhatsApp conversations and free-text complaint logs. If it is text, we can read it.

On tuned models with validated categories we typically reach 85–92% agreement with human coders. We report that agreement rate on your data rather than quoting a vendor benchmark, and we hand-check a stratified sample every time.

We analyse public posts and text you already hold with a lawful basis. We do not scrape private accounts, we anonymise before reporting, and we do not profile individuals — findings are reported at theme and segment level.

Yes. Public mentions of named competitors can be tracked alongside your own, which is often the most commercially useful part — you see which of their weaknesses your customers care about.

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Ready to find out what they really think?

A 30-minute call is enough to scope the study, agree the sample and give you a fixed price. No obligation, and we will tell you if a cheaper method would do.

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No obligation · Response within one business day · NDA on request