Customer Feedback & Complaint Analysis for SMEs
Turn Customer Feedback into Growth Opportunities!
Stop losing sales to repeated complaints and poor reviews.
We help SMEs in retail, ecommerce, travel, F&B, education, SaaS, game... transform feedback into clear actions that improve service, cut costs, and increase loyalty.
The Pain You’re Facing
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Endless 3-star reviews on ecommerce platform (Amazon, Shopee, Tiktokshop...), social media (Facebook), Google/Apple review or industry review platform (Tripadvisor, G2..), but no clear idea why.
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Customer support is overwhelmed with the same complaints repeating.
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Negative feedback hurts your brand image and slows growth.
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You want insights, but don’t have time or a data team.
Our Solution: Structured Complaint & Feedback Analysis
We don’t just collect reviews — we find the root causes.
Using proven methods (Pareto 80/20, 5-Whys, Fishbone), we quickly identify:
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Which 20% of issues cause 80% of complaints.
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The real reasons behind recurring delivery, product, or service problems.
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What to fix now vs. what can wait.
You’ll get:
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Clear complaint themes (delivery, packaging, product quality, service).
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2–3 actionable improvements you can implement right away.
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A playbook for preventing repeat issues.
Case Example (illustrative)
A lifestyle brand selling on Shopee faced recurring complaints about late delivery.
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Finding: 40% of reviews mentioned shipping delays.
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Root Cause: unclear warehouse-to-courier handover process.
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Action: adjusted SOP with courier + automated customer notification.
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Result: 30% drop in negative reviews within 2 months, customer rating improved from 3.7 → 4.3.
Why Work With Us?
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SME-focused: We specialize in helping small and mid-sized brands scale efficiently.
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Proven expertise: 15+ years in Customer Service & Operations Management with leading eCommerce players in Southeast Asia (Lazada, Shopee, TikTok).
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Global-standard tools: We apply Lean Six Sigma and structured problem-solving, simplified for SMEs.
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Affordable & flexible: Transparent packages, not long-term consulting contracts.
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Remote, fast delivery: 2-week sprint with clear outcomes and actionable recommendations.
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Cross-market perspective: Experience across retail & F&B in both Asia and international SME environments.
Our Services
1
Fast Scan
(USD 1,500)
Best for: Brands wanting a quick check-up on customer sentiment.
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Structured analysis of up to 100 recent reviews/complaints.
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Identify the top 2–3 issues driving up to 80% of negative feedback.
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1-page Action Plan with immediate fixes you can implement.
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Delivery in 2 weeks.
Ideal for founders who need fast insights without a long project.
2
Deep Dive
(USD 2,500)
Best for: Brands scaling and facing recurring complaints.
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Comprehensive review of up to 300 feedback/reviews.
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Root cause analysis with Fishbone & 5-Whys on top 3 complaint themes.
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Detailed Insights Report + SOP guideline draft for your customer service/ops team.
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1-hour strategy call to prioritize actions.
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Delivery in 3 weeks.
Gives you not just insights, but a playbook to prevent repeat issues.
3
Ongoing Retainer
(from USD 1,000/month)
Best for: Brands with continuous sales & growing customer volume.
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Monthly monitoring of new reviews & complaints.
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Priority alerts when a new recurring issue emerges.
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Quarterly workshop to refine SOPs & improve customer experience.
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Continuous support from a dedicated process consultant.
Keeps your brand one step ahead of customer dissatisfaction.
Why SOSP?
With SOSP, you don’t overpay for big-agency overheads, and you don’t settle for shallow freelancer's work. You get consulting-grade insights, simplified for SMEs, at a price point that makes sense.
Testimonials
