Competitive Intelligence

Your Competitors' Customers Are Talking. Are You Listening?

Public reviews are a free panel you already have access to.

Elena MorettiHead of CX Strategy, InsightNarrator20 May 20268 min read

Using review data to benchmark your experience against the alternatives.

Benchmark aspects, not stars

Average rating differences are almost never actionable. Aspect-level comparison is: it tells you that you win on onboarding and lose on refund handling, against a named competitor, with quotes attached.

Key takeaways

Compare aspects, not averages.
Attach verbatims to every competitive claim.

About the author

Elena Moretti

Head of CX Strategy, InsightNarrator

Ten years building CX programmes for European enterprises, previously at a top-5 European retail bank. She writes about turning verbatims into decisions.

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