What We Do

Customer Intelligence Reports

Know what to fix, where — and why it matters. We deliver a comprehensive intelligence report that uncovers exactly what your customers love, hate, or miss. Context-rich insights rather than shallow counts, with competitive benchmarking and a clear roadmap for action.

• Complete multi-platform review analysis
• Top complaints and strengths with evidence
• Competitive benchmarking against your market
• Named staff recognition — the individuals your customers talk about
• Trend analysis across multiple years of feedback
• Prioritised action plan with quick wins and long-term recommendations
• Identify service breakdowns, staffing gaps, and operational failures before they cost you revenue
• Detect positive trends you can amplify in marketing and sales

Ongoing Intelligence Retainers

Stay ahead of trends with a real-time pulse on customer satisfaction, perception, and demand. Every month, we update your analysis, flag emerging issues before they escalate, benchmark you against your competitive set, and deliver an executive briefing with strategic recommendations.

• Monthly or quarterly intelligence updates
• Emerging complaint alerts — catch issues before they escalate into revenue loss
• Competitor tracking and benchmarking
• Improvement measurement against prior findings
• Executive briefings with strategic recommendations
• Track how customer perception changes over time — and prove the ROI of your improvements

Management Presentations & Staff Briefings

Intelligence reports are most powerful when presented live. We tailor the content for each audience: executives get revenue impact and strategy; managers get operational checklists; frontline teams get the customer quotes about their department.

Reading a quote like "Martin gave me the best welcome ever" in front of Martin's colleagues creates a recognition culture that no training manual can replicate.

Review Response Management

Manage your reputation — don't let it manage you. 97% of review readers also read the business's responses, and 56% have changed their opinion about a business based on how it responded. Yet only about 5% of businesses respond consistently. This is the widest open goal in reputation management.

• Responses across all major review platforms
• Approved tone guide and escalation protocol
• Crisis-level alerts for food safety, security, or discrimination mentions
• Monthly response performance reporting
• Businesses that respond to reviews earn up to 18% more revenue
• 73% of consumers only trust reviews from the last month — recency and responsiveness matter more than volume

Reputation & Digital Marketing

Improve your online ranking and leverage customer insights to outperform competitors. When our intelligence reveals untapped segments, staff heroes, or profile gaps, we execute — content strategy, social media, and listing optimisation, all driven by reputation data, not guesswork.

Industry Market Reports

Aggregated, anonymised intelligence published for industry bodies, associations, investors, tourism boards, and consulting firms. Our annual report series has tracked Nairobi's hotel market for over a decade — and is expanding across sectors and geographies.

• By industry — hotels, restaurants, malls, supermarkets, hospitals, attractions
• By geography — Nairobi, Mombasa, Zanzibar, Uganda, and across East Africa
• Investor-grade market intelligence with anonymised benchmarks
• Executive summaries available for free download