We deliver insights that drive revenue and reputation
CVI analyses thousands of online reviews to uncover exactly what your customers love, hate, or miss — and transforms it into a clear roadmap for growth.
From review noise to clarity
Your customer leaves a review. Someone reads it. Responds. Moves to the next. Every review is treated as an isolated event. No patterns. No benchmarks. No competitive context.
A strong online reputation leads to better visibility, trust, and conversion. But you can't manage what you can't see — and right now, you're seeing fragments, not the full picture.
"Drinks took 45 minutes."
"13.9% of negative reviews mention service speed. Up from 8% last year. Your competitors average 7%. Fixing this addresses 41% of complaints."
What is a Customer Voice programme?
Companies that invest in structured customer feedback programmes grow 2–3× faster than those that don't. A Voice of the Customer programme systematically captures what your customers are saying — across every channel and platform — and turns it into intelligence your teams can act on.
It's the difference between reacting to individual complaints and proactively shaping the experience your customers have.
Customer experience isn't a nice-to-have. It's revenue.
Today's buyers aren't loyal to brands — they're loyal to experiences. And they're not afraid to leave when those expectations aren't met.
Turn feedback into a prioritised roadmap for growth
We are more than a data provider. We collaborate closely with our clients to turn insights into strategies that create measurable business value.
Customer Intelligence Reports
What your customers love, hate, or miss — with competitor benchmarking and a clear action plan.
Learn more →Ongoing Intelligence
A real-time pulse on satisfaction and demand. Monthly monitoring and executive briefings.
Learn more →Presentations & Briefings
Convert insights into results. Live briefings tailored for every level of your organisation.
Learn more →Review Response Management
Manage your reputation — don't let it manage you. Professional responses across every platform.
Learn more →Reputation & Marketing
Improve your online ranking. Content and campaigns driven by reputation intelligence.
Learn more →Industry Market Reports
Published intelligence by sector and geography — hotels, restaurants, malls, and more, across Nairobi, East Africa, and beyond.
Learn more →Turn raw feedback into strategic decisions
CVI intelligence isn't a report that sits on a shelf. It's a decision-making tool that drives measurable outcomes across your business.
Stop the Silent Exit
Only 1 in 26 unhappy customers complains — the rest leave silently. CVI reads the complaints you do get and identifies what's driving the ones you don't.
Earn the Premium
86% of buyers will pay more for a better experience. Know exactly what "better" looks like to your customers — in their own words.
Keep Them Coming Back
Customers who rate their experience 10/10 are 6× more likely to repurchase and spend 140% more. Find out what drives your 10s — and what's blocking them.
Win Before They Compare
89% of customers switch to a competitor after a poor experience. Know what your competitors' customers love — and where they're failing.
14 published reports across 5 markets — Nairobi hotels, Zanzibar hotels, Nairobi malls, and Uganda hotels
600+ properties analysed. Annual series dating back to 2022. Executive summaries available for free download.
Backed by research from Cornell University, Harvard Business School, and the Journal of Marketing