Review analytics across every store, marketplace and review site.

Review analytics is the practice of reading every review you receive, grouping them by theme, and tracking those themes over time so a change in rating arrives with the themes moving underneath it. It treats the body of the review as the data, which means a complaint about checkout counts as checkout friction whether the reviewer left one star or four.

Review tooling typically reports on ratings and response rates. Those are useful operationally and they don’t tell a product team what to build. Reading the text at full volume turns a review stream into a list of things worth fixing.

Unwrap categorizes each review as it syncs against a taxonomy built from your own feedback, so the themes come from what your customers write.

There is no volume limit on what Unwrap will process, and pricing is based on feedback volume and the integrations you connect rather than on who gets a login, so adding viewers across the business doesn’t change the cost. Themes carry their share of total feedback, which makes a small persistent complaint visible next to a large seasonal one.

Public reviews are only part of the picture. The same taxonomy covers tickets from Zendesk and Freshdesk, chats from Intercom, surveys from Qualtrics and Medallia, and calls from Gong, so a theme found in a one-star review can be sized against how often it appears in support. The full list sits on the customer feedback integrations page.

Working from publicly available app store feedback, Unwrap’s own analysis found that 7.3% of one retailer’s Android app users reported being unable to search for store locations, a specific complaint that a star rating on its own would not name. On another app, complaints about a setting enabling itself fell from 0.3% to under 0.1%, which is the same measurement running in reverse.

Most teams collect them and few use them. Unwrap categorizes every one and files it beside your other channels, so release-over-release changes are visible in customer feedback dashboards and reporting and a new complaint raises a real-time alert before it reaches the rating.