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.
Lift Your Rating
Businesses that start responding see ratings rise by 0.12 stars on average — and a third improve by half a star within 6 months. CVI shows you what to respond to first.
Drive Revenue from Responses
Hotels that respond to negative reviews see a 4.6% revenue increase (Cornell). Properties that engage are 21% more likely to receive a booking inquiry (TripAdvisor).
Rank Higher in Search
Review signals make up 15.44% of local search rankings (Moz). Businesses that respond to 25%+ of reviews get 35% more website clicks. Your responses are SEO.
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