Frequently Asked Questions
Everything you need to know about Metricsense.
About Metricsense
Metricsense is a Customer Feedback Intelligence Platform that unifies customer feedback from app stores, support tickets, surveys, call transcripts, and CSVs. You describe what you're looking for in plain English, and Metricsense returns structured, evidence-backed insights, with every answer linked to the original customer quote. Time to first insight: under 10 minutes.
Most feedback tools organize your feedback into pre-built categories. Metricsense lets you define any insight in plain English. "What are paying users complaining about since the last release?" It returns evidence-backed answers. Every insight links to the original customer quote. No tagging, no setup, no predefined categories.
Product managers at mobile-first companies who need signal from app reviews. CX and support leads who know the problems but can't prove them with data. Founders and CPOs making roadmap decisions who need evidence instead of gut feel.
Data & Sources
App Store reviews (via App Store Connect API), Google Play reviews (via service account or OAuth), Zendesk tickets, Intercom conversations, call transcripts (via AWS Connect or CSV), chat logs, NPS/CSAT surveys, and any data via CSV upload.
Three ways: (1) Source connectors for App Store and Google Play that sync automatically. (2) Data feeds from systems like AWS Connect for real-time call transcript ingestion. (3) CSV upload for any data from any source.
Yes. Metricsense supports native sentiment analysis across 100+ languages. Emotion is preserved in the original language, not flattened by translation.
Metricsense can analyze as far back as your data sources provide. For App Store and Play Store, historical reviews can be pulled based on the store's availability. For CSV uploads, there's no limit. Upload any historical data you have.
Features
Every answer Metricsense gives you links back to the original customer quotes that support it. If Metricsense says "checkout crashes were mentioned 287 times," you can click through and see all 287 reviews. No black-box summaries.
Yes. Metricsense tracks sentiment and theme changes over time and can alert you via Slack or email when something spikes. Define "How has sentiment about checkout changed this quarter?" and get a trend view.
Yes. Metricsense auto-generates Jira tickets and GitHub Issues from real user evidence. Each ticket includes the customer quotes and data that justify the issue, not just a title.
You describe what to extract from each piece of feedback in plain English. Metricsense applies it across all your data and returns structured results. Examples: "Classify the topic of this feedback: billing, onboarding, performance, or UX." "Rate the urgency: low, medium, high, critical." "Is this customer mentioning a competitor? Yes or No." Each insight becomes a dimension you can chart, filter, and set alerts on.
Yes. Metricsense analyzes both customer-side and agent-side of call transcripts. Customer-side: complaints, frustration, escalation triggers. Agent-side: SOP compliance, empathy scoring, resolution quality, training gap identification.
Pricing & Getting Started
Yes. Metricsense has a free tier with 500 analysis credits per billing period. No credit card required. Paid plans (Starter, Growth, Enterprise) offer more credits and features.
Under 10 minutes. Upload a CSV or connect your App Store/Play Store, and you can start defining insights immediately. No tagging, no taxonomy setup, no training period.
No. You describe what you're looking for in plain English, the same way you'd explain to a colleague. "What are users complaining about since the last update?" No SQL, no prompt engineering, no data science required.
Comparisons
Kraftful organizes feedback into AI-generated trends. Metricsense lets you define any insight and returns answers linked to raw customer quotes. Metricsense also supports integrations, deeper call analytics, and transparent pricing.
Yes. Teams that switch from spreadsheet-based feedback analysis go from 10-20 hours per week to under 10 minutes per session. Upload your existing CSV and start defining insights immediately.
For structured, repeatable analysis, yes. Metricsense handles all your feedback at once (no context window limits), tracks trends over time, links answers to original quotes, and keeps your data secure. ChatGPT is better for quick, one-off brainstorming on small datasets.
Security & Privacy
Yes. Your data stays within the Metricsense platform. Metricsense does not share customer feedback data with third-party AI model providers for training purposes.
Metricsense takes data privacy seriously. See our Privacy Policy for detailed information on data handling, storage, and compliance.