BrandRobin

Customer insights

Find out what your customers really think.

Discover the opinions, pain points, requests and comparisons your customers are posting in public — feedback nobody had to be asked for, and nobody edited before sending.

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  • Unprompted, not solicited
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FacebookMarta VidalFacebook · Indie Founders group · 2d

50%growth they credited to it

“We grew signups 50% in a quarter and honestly most of it came from finally seeing what people were asking for. We run @Fernway across two brands now.”

  • BlueskyTheo Lund6hLoves

    “The thing @Fernway gets right is that every number opens the actual post. I stopped second-guessing the dashboard.”

  • Instagram@dana.builds1dWants

    “I wish @Fernway would just email me the weekly numbers. I am never going to log in on a Monday.”

  • FacebookSam Oduya3dStuck

    “Why can @Fernway not do two brands on one account? We run a house brand and a trade brand and we pay twice.”

Four of the 612 pieces of feedback this brand got last quarter. Nobody was surveyed, nobody was asked, and the first one is a case study its own marketing team has never read.

The problem with asking

Your customers are already giving you feedback.

A survey gets you answers to the questions you already thought of, from the small group willing to fill one in, phrased politely. What people post in public is none of those things — and there is far more of it.

What people asked for, counted

187feature requests in 90 days · 24 distinct asks · top five shown

  • Scheduled PDF reportsnamed in 50 separate posts50

  • Multi-brand workspaces38

  • Slack digest, not just alerts29

  • Bulk tagging21

  • Dark mode17

The ask that keeps growing

50

Scheduled reports. Two posts a fortnight in June, twelve by late September — and not one of those people filled in a survey.

Requests for scheduled reports, per fortnight

Six times as many as in June, rising every fortnight since.

Nobody was asked any of this. No survey went out, no interview was booked, and the sample is everyone who felt strongly enough to type — which is a different group from the one that answers your emails.

What you can find

Four questions, answered by volume.

Any single post is one person's opinion. We group them by theme and count them, so you can tell the loud complaint from the common one.

  • What customers love

    Recurring praise, grouped by what it is actually about rather than by how positive it sounded.

    Often not the feature you expected — which is the useful part.

  • What frustrates them

    Complaints and friction, counted, so you can see which ones keep coming back.

    With the trend, so you know whether it is getting better.

  • What they want

    Feature requests and unmet needs, including the ones phrased as a question or a workaround.

    A workaround described in public is a request with evidence attached.

  • What they discuss

    The themes that keep coming up around your product and your category, whether or not they mention you.

    Including the comparisons people make without telling you.

From conversations to a decision

One request is an opinion. Fifty is a gap.

The hard part of customer feedback is not collecting it. It is knowing whether the thing you heard three times matters more than the thing you heard once, loudly, from your largest account.

  1. 01Conversations

    612 posts

    Ninety days of public feedback about the product, unprompted.

  2. 02Recurring

    187 requests

    The subset that asks for something, grouped into twenty-four distinct asks.

  3. 03Insight

    50 want one thing

    Scheduled reports, up from two a fortnight in June to twelve in late September.

  4. 04Decision

    It goes on the roadmap

    With fifty linked posts attached, so the case survives the planning meeting.

Worked example

  1. “I wish it would just email me the weekly numbers”
  2. 50 posts asking for the same thing
  3. Rising every fortnight since June
  4. Scheduled reports, with the evidence attached

Stop relying on surveys to understand your customers.

Run it alongside the research you already do. It costs nothing to ask, and it catches the people who would never have answered.

Sign up for free

What we do not do: reply for you, or contact anyone who posted. We surface the conversation and link you to it. Talking to your customers is still your job — we just make sure you know which ones are talking.

Looking for the feature rather than the job? See the sentiment and insights product