Customer Language Miner
Find the words your customers already use. Keep the evidence behind them.
Your inputs stay in this browser. English phrase matching; no AI sentiment score. Maximum 2,000 reviews / 5 MB.
A PRACTICAL FIELD GUIDE
Write with the words your customers actually use
A service page becomes easier to trust when it answers the concerns customers bring to the decision. This customer review analysis tool finds recurring two word phrases and topic mentions in feedback you provide. It preserves the original excerpts so you can check the context. Use the output to improve service descriptions, FAQs, estimate explanations, and follow up messages. The purpose is to understand customer language and friction; a repeated phrase is not permission to invent a testimonial or a claim about every customer.
Replace vague promises with specific explanations
If customers repeatedly discuss the estimate, explain what an estimate includes, what can change it, and how approval works. If updates matter, describe the communication process you actually follow instead of adding another unsupported promise about excellent service.
Choose better service page FAQs
Look for repeated uncertainty around scheduling, preparation, project scope, or payment. Turn each real issue into a question a prospective customer would ask, then answer it from your current operating process. Link the answer to the appropriate next step.
Find an operational issue behind a messaging problem
Feedback about unanswered replies may indicate a follow up problem that copy alone cannot fix. Compare the excerpts with your inquiry process. Assign an operational owner where needed before publishing a claim that the problem has been solved.
How to use it
- 01
Prepare permitted feedback
Use reviews or feedback you have permission to process. Remove information you do not need, such as contact details or private job notes. Paste one review per blank line separated paragraph, or upload a CSV or TSV file with a header row.
- 02
Choose feedback and rating columns
For a spreadsheet, select the column containing the actual review text. Choose an optional rating column if it uses whole numbers from 1 through 5. Invalid ratings remain unrated; the feedback can still contribute to phrase and topic counts.
- 03
Set your vocabulary
Exclude your business name or other distracting words. Review the topic dictionaries and adjust the terms to your market. For example, a school might investigate schedules and communication, while a contractor may need estimate and project change terminology.
- 04
Check excerpts behind the pattern
Open a repeated phrase or topic to see the original wording. Counts represent reviews containing the phrase or topic, not every repetition inside a review. A keyword match can occur in praise or a complaint, so read before interpreting.
- 05
Download and apply a focused brief
Export the phrase table or download the Markdown brief. Select one page and a few evidenced changes. Preserve factual wording, keep quotations attributable when published, and ask the person responsible for the service to confirm the revised explanation.
FROM INPUT TO DECISION
Worked example: the six fictional reviews
The Try fictional feedback button supplies six sample reviews for learning the interface.
| Signal | What the sample shows | Useful next question |
|---|---|---|
| “on time” | Appears in 3 of 6 reviews | What should the page explain about scheduling? |
| Price clarity dictionary | Mentioned in 4 of 6 reviews | Are estimates, changes, and final invoices easy to understand? |
| A low rating with a delayed reply | An excerpt worth reading | Where does the response process break down? |
Topic matches can overlap. A review discussing both an estimate and a reply belongs in multiple topics. These counts describe this fictional sample only and do not establish why a person chose a rating.
Build a page improvement, not a pile of keywords
Choose language that clarifies the offer. A useful statement explains an actual process, such as when the customer receives an estimate. Repeating “on time” throughout the page does not turn the phrase into supporting evidence.
Use contrast inside the evidence
Read favorable and unfavorable comments about the same topic together. They may reveal differences between service types or stages of the customer journey. Check that context before treating the topic as a strength or a weakness.
Questions & limits
This is English phrase matching with editable topic dictionaries, not an AI sentiment model or an automated review scraper. Feedback remains in this browser.
Maximum 2,000 reviews and 5 MB. Individual reviews over 10,000 characters are excluded. Identical text deduplication is optional; small samples receive a visible caution.
Can this pull reviews directly from Google?
No. You supply the feedback as text or a file. The tool does not sign in to Google, scrape a Business Profile, or ask for customer account credentials. Choose an authorized source for the material you analyze.
Does it tell me whether a review is positive or negative?
It does not infer sentiment. Where valid star ratings are supplied, it compares topic mentions in the 1 to 2 star and 4 to 5 star groups. Those comparisons do not prove that the topic caused the rating.
What if I only have four reviews?
You can inspect them, but treat the result as a short list of questions rather than a market conclusion. One review is a large share of a tiny sample. Seek more evidence before making broad changes.
Should I remove duplicate reviews?
Use the identical feedback option when the same text appears twice because of your export or collection process. Inspect legitimate repeated wording before excluding it. The tool flags text matches; it cannot determine who authored the feedback.
Can I publish the downloaded brief as testimonials?
The writing prompts are not testimonials. If you quote a real customer, preserve what they actually said and check your permission to publish it. Do not turn a theme from several reviews into a quotation attributed to one person.
Make your website sound like it understands the customer
Trojan can turn verified feedback into clearer service pages, useful FAQs, and a more coherent inquiry process, with evidence behind the claims.
Improve your website messagingExplore the related service