Use cases

Find what your product pages get wrong, from reviews

Reads reviews, return comments and product questions and separates a product that fails from a page that overpromised. Your code counts them per product.

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Try it on this example

Example · Marketplace review · 3 stars · battery far short of the page

Where the text came from (review, return comment, product question): Review

Product type from the catalogue: Wireless noise-cancelling earbuds

The whole text, with the star rating and title for a review

3 stars. Great sound, battery nowhere near what's advertised Sound is really good for the price and the noise cancelling works well on the train. The fit is comfy too, I can wear them for a whole shift. But the listing says "up to 30 hours of playtime" and I get about 12 hours in total with noise cancelling on, and that's including the top-ups from the case. My partner bought the same pair a month later and gets the same, so it's not a dud unit. Also the case doesn't charge on my wireless pad even though the box says Qi charging. Minor, but annoying.
  1. What is the main thing the writer comments on?Battery life100%
  2. What kind of issue does the writer raise about the product?Page wrong100%
  3. Does the writer say a specific claim on the product page or packaging is false?Yes98%
  4. Does the text describe a hazard or an injury from the product?No94%
  5. What is the writer's overall view of the product?Mixed100%

These are real answers stored from one run on this example.

The prism behind it

Find what your product pages get wrong, from reviews5 questions

Fields

  • Where the text came from (review, return comment, product question)
  • Product type from the catalogue
  • The whole text, with the star rating and title for a review

Context

The texts are customer reviews, return comments and product questions about small consumer electronics sold by a direct-to-consumer brand on its own store and on marketplaces: earbuds, headphones, speakers, power banks and chargers. Each text is read once. Code counts the answers per product each week and sends examples to the quality team (defects) or the content team (product page wrong or missing information). The customer's statement of what the page or packaging says is taken as written; nobody checks it against the live page at this step. A defect is a product that fails or behaves wrongly. A page that is wrong describes a product that works as built but not as promised. The same complaint about many units of a product, such as a battery that lasts half the stated time, usually points to the page, not to a faulty unit.

Questions

  1. What is the main thing the writer comments on? Choice

    Pick the topic the writer spends the most words on, or the one behind their rating or their question.

    • Battery life How long the product runs on one charge.
    • Charging Charging speed, the charging case, cables, wireless charging or charging faults.
    • Connectivity Bluetooth or Wi-Fi pairing, dropouts, range or switching between devices.
    • Build quality or durability How well it is made and how it holds up: cracks, breaks, loose parts, wear.
    • Sound or microphone quality Sound, bass, noise cancelling, call quality or the microphone.
    • App or software The companion app, firmware updates or settings.
    • Compatibility Whether it works with particular phones, computers, consoles or cars.
    • Fit, size or comfort How it fits, its size or weight, or comfort over time.
    • Box contents or setup What comes in the box, missing accessories, or setup instructions.
    • Value for money Whether the price is fair for what the product is.
    • No specific topic General praise or disappointment with no particular aspect named.

  2. What kind of issue does the writer raise about the product? Choice

    Use the meanings of defect and page wrong in the context. When the writer raises more than one, pick the kind that belongs to the main topic.

    • Defect The product failed, broke or behaves wrongly.
    • Page wrong The product works as built but differs from what the page, photos or packaging promise.
    • Page missing information The writer needed a fact the page does not give, such as which phones work with the app, and the page does not contradict the product.
    • Expectation The product works as described, but the writer wanted more or something different.
    • Service or delivery The issue is about delivery, support or the seller, not the product.
    • No issue Praise or a neutral comment, or a question with no complaint.

  3. Does the writer say a specific claim on the product page or packaging is false? Yes / No

    Count a named claim the writer says the product does not meet, such as a battery life, a compatibility, a feature, water resistance or what comes in the box. Take the writer's quote of the page as written. General disappointment without a named claim does not count. Yes: The writer names a claim from the page or packaging and says the product does not meet it. No: The writer names no such claim.

  4. Does the text describe a hazard or an injury from the product? Yes / No

    Count overheating, swelling, smoke, fire, a burning smell, a shock, a cut, a skin reaction, hearing pain or any injury. Figures of speech such as "this bass is fire" do not count. These go to the product safety team. Yes: The text describes at least one hazard or injury. No: The text describes no hazard or injury.

  5. What is the writer's overall view of the product? Scale

    Judge the text as a whole, and the star rating when one is given.

    • Negative Mostly unhappy with the product.
    • Mixed Likes some things and dislikes others, or neither pleased nor unhappy.
    • Positive Mostly happy with the product.

Lens columns

main_topic, main_topic_probability, issue_kind, issue_kind_probability, page_claim_contradicted, page_claim_contradicted_probability, safety_mention, safety_mention_probability, sentiment, sentiment_average

Run it on your own text

Add this prism in the app, change any question, and test it on a file of your own.

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