What teams say after working with us
Not marketing language — real accounts from product leads, marketing managers, and operations teams across Malaysia who've used our services.
Back to HomeIn their own words
Reviews from teams who have used one or more of our services.
"We had about 700 app store comments sitting in a spreadsheet that nobody had properly read through. The Feedback Snapshot gave us a clear picture in under a week. The themed breakdown made it very easy to decide what to prioritise in the next sprint."
"The walk-through session was the part I wasn't expecting to be as useful as it turned out to be. Nadia went through every theme with us and we ended up changing how we were reading the data. The report itself is also written in a way that I can share with non-technical colleagues without re-explaining everything."
"We moved from the Snapshot to the Sentiment Tracking Setup after the first engagement. The configuration process was well-scoped — they asked the right questions early on and the reporting view was ready within the agreed time. Our team now checks it regularly without needing any external help."
"Data handling was a concern for us — our survey responses include personal information. The agreement was signed before anything started, and they were transparent about how the data was used and when it would be deleted. That gave us the confidence to proceed."
"Our feedback comes in a mix of English and BM, and some of it is pretty informal. I was not sure how well the analysis would handle that. They reviewed a sample before starting and the classification still caught most of the themes correctly. Not perfect, but much better than I expected."
"We're now on the VoC Programme. Having a consolidated view across four channels has changed how our leadership team discusses the product. The maintenance guide also means we're not dependent on Pellucid Owl for day-to-day use — which is exactly how we wanted it set up."
Three engagements in detail
How different teams approached feedback analysis and what changed as a result.
E-commerce platform · Kuala Lumpur
A mid-size e-commerce team had 18 months of post-purchase survey responses — roughly 2,400 entries — that hadn't been read systematically. The data sat in a shared drive. Customer support was raising issues informally, but there was no structured view of what customers were actually saying.
We ran a Feedback Snapshot on a stratified sample of 500 entries from across the 18-month period. The analysis identified seven recurring themes, with delivery communication and returns clarity accounting for over 60% of negative comments. A written report was delivered in four working days.
The product team used the theme breakdown to update their post-purchase email sequence and returns policy page. Three months later, they commissioned a second Snapshot on newer data and found the delivery communication theme had dropped in prominence. The returns clarity theme remained, prompting further work.
"Having it laid out by theme made it much easier to argue the case internally for what needed to change. We'd been discussing the returns issue anecdotally for months — the report gave us something concrete to point to."
— Product Lead, e-commerce clientSaaS company · Cyberjaya
A B2B SaaS company was collecting NPS surveys monthly but using only the score. Open-text comments were exported and filed without being read. The product lead wanted regular visibility into what users were saying without dedicating a team member to manual review.
We set up the Sentiment Tracking service, configuring monthly theme tracking on their NPS open-text field. A reporting view was built that the product lead and two colleagues could access directly. A training session ensured the team could read and interpret the output independently.
Six months in, the team identified a recurring onboarding theme that hadn't surfaced in the quantitative score. The theme had been present for at least four months before the tracking setup — invisible because no one was reading the comments. The team used the finding to redesign two onboarding screens.
"The onboarding theme was sitting in the data the whole time. We just weren't looking. Having a regular view made it visible — which is really all we needed."
— Product Manager, SaaS clientContact Details
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