Customer insights & sentiment

Understand why customers are unhappy

Use AI to analyze free-text feedback, uncover pain points and strengths, and understand what drives dissatisfaction or churn.

Setup: Easy Time to value: Same day Included in: Starter, Pro
Start for free View pricing
AI topics & sentiment are included from Starter.
Understand why customers are unhappy

What you achieve

Replace guesswork with structured insights from real customer language.

Recurring pain points
Identify what frustrates customers most — based on real feedback.
Strengths to build on
See what customers love and reinforce what works.
Prioritized improvements
Focus on topics with the biggest negative share or fastest decline.
Less manual reading
Get structured topics and sentiment without tagging every comment.
Common KPIs
Negative share by topic Sentiment trend Top topics by volume Topic delta vs previous period

How it works

Collect feedback, let AI structure it, and explore insights in your dashboard.

  1. Collect comments and ratings
    Use your NPS or feedback form to capture free-text responses.
  2. AI assigns topics
    HeyScore identifies consistent topics and adds sentiment per topic.
  3. Explore insights
    See topic share, sentiment and trends over time.
  4. Take action
    Prioritize improvements and validate impact in the next period.
Used features
Feedback collection AI topics & sentiment Dashboards & trends

Examples

Examples of how teams use AI insights.

Identify the main churn driver
Spot the top negative topic and fix it before it scales.
Validate a process change
Compare sentiment before/after a change to see if it worked.
Align teams on reality
Use customer language to align Support, Ops and Product.

Setup

Start with your existing feedback form. AI analysis works automatically once enabled.

Enable AI analysis
Starter and Pro include AI topics & sentiment.
Collect enough responses
A small baseline already reveals recurring themes.
Review topics regularly
Check weekly/monthly to spot shifts early.
Stop guessing what customers dislike
Turn free-text feedback into clear topics and sentiment — and focus on what matters.
Start for free View pricing

Use case FAQs

No. HeyScore assigns consistent topics automatically. You can refine later when you build advanced workflows.

It reduces the need dramatically by structuring feedback, while still allowing you to drill down into original comments.

Yes. Trend views show how sentiment and topic share change period over period.