Customer Review Intelligence

Q: What industries do you have benchmarks for?

Category benchmarks are currently available for fitness and health clubs, pharmacy, bakery cafés, beverages (coffee, juice, tea and made-to-order beverages), and sporting goods — built from hundreds of thousands of coded reviews. Additional industries can be benchmarked on request.

Q: How does this help multi-location brands specifically?

Multi-location brands face the challenge of maintaining consistent customer experience across every location at scale. The platform and analysis surface location-level differences, identify which locations drive best and worst reviews, and give managers specific, actionable insights to coach their teams effectively.

Q: How quickly can we see results?

Visibility improvements from profile optimisation can begin showing within weeks of implementation. Deeper insights from review analysis and benchmarking are typically delivered within the first engagement, giving teams immediate clarity on current position and highest-priority improvement opportunities.

Q: Do you provide support for responding to reviews?

Yes. The platform includes a centralised review inbox for responding to reviews quickly and consistently across all locations — with on-brand templates and AI-assisted response tools that save time without sacrificing the personal touch.

Local Customer Experience Intelligence: Turn Customer Reviews Into Visibility, Conversion and Loyalty

Your local search presence matters. But the businesses that win don’t just get found, they get chosen, understood, and remembered.

Most businesses focus on getting more reviews. We focus on what those reviews mean and how they shape your visibility, customer decisions, and frontline performance across every location. Our Local Customer Experience Intelligence blends research-grade analysis with our global technology platform to help multi-location brands get found more often, get chosen more frequently, and understand exactly what drives five-star and one-star experiences in their industry.

In short, we turn everyday customer reviews into benchmarks, insights, and frontline improvements that lift visibility, conversion, and retention.

Book a 20–30 Minute Walkthrough to see how our platform and CX intelligence approach can transform your locations.

What Is Local Customer Experience Intelligence?

Local Customer Experience Intelligence is the systematic collection, analysis, and activation of customer review data across multiple locations; going beyond simply aggregating star ratings to understand the themes, patterns, and behavioural drivers that determine why customers choose you, love you, or leave you.

With us, you’re not choosing between a research agency and a software provider; you get both. Local Customer Experience Intelligence combines:

Research-grade analysis – human analysts who develop code frames to code reviews into structured themes and identify statistically meaningful patterns
Category benchmarking – comparing your performance against competitors and industry standards to reveal your true market position
Technology at scale – a global platform that unifies review data across Google and major directories, making it visible and actionable across every location
Frontline activation – translating insights into coaching materials, team guides, and behavioural change programs that improve the customer experience where it happens

For multi-location brands, this combination is what turns a passive review feed into a genuine competitive intelligence asset.

Why Local Customer Experience Intelligence Matters

Local search is now the first touchpoint for almost every category. On average across categories less than 2% of Google Business Profile visitors flow to a company’s website. Customers compare brands in seconds using cues like star ratings, recency of reviews, keywords, photos, and responses. The business that wins that moment of comparison isn’t always the one with the best product; it’s the one that has managed its local presence most intelligently and does the best job of demonstrating its quality through the signals customers can readily see and comment on.

Behind every review lies a signal:

A clue about what delighted a customer
A warning about what frustrated them
A pattern that repeats across locations
A driver of whether customers choose you or a competitor

We help you capture those signals, benchmark them across your category, and convert them into practical actions that lift performance at every location, every day.

The Five Pillars of Local Customer Experience Intelligence

1. Get Found

Improve local visibility across Google and major directories.

Consistent, accurate, and fully optimised business profiles dramatically increase your chances of appearing in local searches. We unify and manage your profile data across Google and major directories; ensuring your locations are up to date, complete, and ready to perform.

What this means for you:

More impressions in local search
Higher Map Pack visibility
Fewer drop-offs due to incorrect information on your Google Business Profiles, but also in AI agentic search which sources information from the profiles
Reduced workload for your teams

2. Get Chosen

Convert more local searches into customers.

Once a customer finds you, the next challenge is being chosen. We help you understand which cues, keywords, reviews, and behavioural signals drive conversion in your category and how you compare to competitors.

We optimise the factors that influence choice:

Review recency and velocity
Star rating thresholds
Image quality and relevance
Category-specific expectations
Review content that shapes perception

Your profiles don’t just get seen; they get picked.

3. Understand Why Customers Love You (or Don’t)

The research depth that software platforms alone can’t offer.

Software aggregates reviews. We interpret them.

Our analysts develop code frames to code your reviews into structured themes, identify statistically meaningful patterns, and build category benchmarks that reveal:

What drives five-star experiences
What causes one-star moments
Your strengths versus competitor strengths
How each location performs
The biggest opportunities for improvement

This is true customer experience intelligence turning unstructured feedback into clarity, priority, and action.

4. Retain More Customers Through Better Frontline Coaching

Real examples. Real themes. Real behaviour change.

To truly improve customer experience, teams need more than dashboards; they need clarity. We provide:

Clear examples of what “great” looks like
Theme-driven examples of excellent and poor experiences
Real quotes that illustrate customer expectations
Location-level strengths and weaknesses
Coaching guides tied to specific behaviours
Insights that can be used in team huddles and training

Your teams can see exactly what matters, why it matters, and how to improve it.

5. Respond with Confidence

Close the loop with your customers at scale.

Responding to reviews isn’t just a hygiene factor; it builds trust, improves visibility, and demonstrates care. Our platform makes it easy to:

See every review in one centralised inbox
Respond quickly and consistently
Acknowledge loyal customers
Resolve issues before they escalate
Apply on-brand templates and AI-assisted responses that save time
Manage approvals across multi-location networks

Industry Benchmarks Built From Thousands of Coded Reviews

We’ve built customer experience benchmarks across a wide range of industries using hundreds of thousands of coded reviews. These benchmarks identify the drivers of delight and frustration specific to each category so you can see your true position in the market, not just your average star rating.

Industry benchmarks reveal:

Expected experience standards in your category
Your rank versus competitors
The themes that matter most to customers in your industry
Where you outperform the market
Where you lag behind competitors
Differences in performance between locations
Category-specific friction points that consistently drive negative reviews

Available industry benchmarks include:

Fitness and health clubs
Pharmacy
Bakery cafés
Coffee, Juice, Tea and Made-to-Order Beverages
Sporting goods

Don’t see your industry? We can benchmark it quickly, get in touch to find out how.

What Makes Local Customer Experience Intelligence Different

You’re not choosing between a research agency and a software provider. With 10 THOUSAND FEET, you get both; and the combination is what makes the difference.

Software shows you the symptoms. Research shows you the cause.

Combining research expertise with time-saving technology gives you both the understanding to make the right decisions and the tools to act on them quickly.

Research-grade coding and insight – We interpret the “why” behind your reviews, not just the “what.” Our analysts bring the same rigour to review coding that we apply to our broader market research programs identifying patterns and themes that automated sentiment tools consistently miss.

Category benchmarks built by analysts – See exactly where you outperform or lag behind competitors; not against a generic star rating average, but against a structured set of experience themes specific to your category.

Behavioural science meets technology – We understand what drives conversion, expectation, and loyalty; and we connect it to real-world actions that your teams can implement immediately.

Frontline-ready coaching materials – Your teams don’t just see data. We translate insights into behaviours they can act on; with real examples, coaching guides, and materials designed for team huddles and training sessions.

Supported by a global development team – Our platform is continually evolving, supported by a global development team across Australia, the USA, and India; with local in-country support ensuring you’re never dealing with issues alone.

No other provider blends research, technology, and local search performance this way.

Who Is This For?

Local Customer Experience Intelligence is designed for multi-location brands that want to understand and improve the customer experience systematically across their entire network — not just monitor it.

It’s particularly valuable for:

Franchise networks managing consistency across locations
Retail chains seeking to lift conversion from local search
Health and fitness brands competing on member experience
Hospitality and food service businesses where reviews drive footfall
Any multi-location brand where the gap between best and worst performing locations represents a significant revenue opportunity

Speak With Our Team

We’ll walk you through the platform and our research-driven approach — including how we analyse themes, identify experience drivers, and support multi-location teams to improve customer experience consistently.

Book a 20–30 Minute Walkthrough — see your potential in minutes.

Speak With Our Team about your local CX needs.

Frequently Asked Questions

What is Local Customer Experience Intelligence? Local Customer Experience Intelligence is the combination of research-grade review analysis, category benchmarking, and technology that helps multi-location brands understand what drives customer satisfaction and dissatisfaction across their locations; and translate those insights into practical improvements in visibility, conversion, and retention.

How is this different from standard review management software? Standard review management software aggregates and displays your reviews. Local Customer Experience Intelligence goes further. Our analysts code reviews into structured themes, build category benchmarks from thousands of coded reviews, and translate findings into frontline coaching materials and behavioural change programs. Software shows you the symptoms; we show you the cause. Combining research expertise with time-saving technology gives you both the understanding to make the right decisions and the tools to act on them quickly.

What industries do you have benchmarks for? We currently have category benchmarks for fitness and health clubs, pharmacy, bakery cafés, beverages (coffee, juice, tea and made-to-order beverages), and sporting goods; built from thousands of analyst-coded reviews. If your industry isn’t listed, we can build a benchmark for it. Get in touch to discuss.

How does this help multi-location brands specifically? Multi-location brands face a challenge that single-location businesses don’t; maintaining a consistent customer experience across every location, at scale. Our platform and analysis are specifically designed to surface location-level differences, identify which locations are driving your best and worst reviews, and give managers the specific, actionable insights they need to coach their teams effectively.

How quickly can we see results? Visibility improvements from profile optimisation; the “Get Found” pillar can begin showing within weeks of implementation. Deeper insights from review analysis and benchmarking are typically delivered within the first engagement, giving your team immediate clarity on your current position and the highest-priority improvement opportunities.

Do you provide support for responding to reviews? Yes. Our platform includes a centralised review inbox that makes it easy to respond to reviews quickly and consistently across all locations with on-brand templates and AI-assisted response tools that save time without sacrificing the personal touch that builds customer trust.

Let’s start a conversation

We’ve helped other clients transform their organisations and would love to be part of your story.

Address

Level 6, 275 Alfred Street North,
North Sydney, NSW, Australia, 2060

Email

info@10thousandfeet.com

Phone

02 8080 7544