Every customer who leftcomplained first.

• Complaints pile up faster than anyone can read them.

  413,587 complaints against four phone networks in six months. 23,396 were about data running out.

  NCC data, reported by Leadership

• Money problems end up at the regulator.

  23,129 complaints about banks and fintechs reached the Central Bank in a year. ₦19.12bn and $329.3m were refunded.

  CBN Annual Report, reported by Prime Business Africa

• Slow handling gets fined.

  ₦430m in fines across 21 penalties for slow or poor complaint handling.

  CBN Annual Report, reported by Nairametrics

• Complaints arrive in chat and app reviews, not one inbox.

  95% of smartphones in Nigeria have WhatsApp installed, so complaints arrive in chat as well as in ticket forms.

  Orange Group and KPMG Nigeria Smartphone Study, reported by BrandsPurNG

1. 01

   What are customers complaining about most?

   Top issues, counted.

   56 messages

   "App lagging and slow response" is the biggest issue in the public Google Play reviews of MTN Nigeria: 9% of the 590 messages.

2. 02

   Is anything new going wrong?

   Rising and New, the week it starts.

   3 Rising, 0 New

   In the last full week, "App crashes or closes unexpectedly" was Rising: 9 this week, 5 the week before.

3. 03

   Why are people leaving?

   Cancellation reasons, in their own words.

   14 leaving

   Messages across 8 weeks said the customer was leaving or had left. In the last full week the top reason was a move to a rival.

4. 04

   What do I show the team each week?

   The weekly report.

   5 issues

   The weekly report for Week 7 lists the top 5 issues, with 14 quotes checked word for word, and what is Rising.

Code does the counting. ClientClue AI does the reading. Every number comes from code, and every quote is checked by code.

1. 01

   Hide personal details

   Code does

   Finds names, phone numbers, emails, account numbers and card numbers and replaces them with labels like [phone].

   ClientClue AI does

   Only ever sees the hidden version.

2. 02

   Find the issues

   Code does

   Picks a spread of up to 400 of your messages.

   ClientClue AI does

   Proposes areas and issues in plain names, such as "Data deducted but not delivered".

3. 03

   Read each message

   Code does

   Sends messages in batches of about 50 and checks that every message comes back.

   ClientClue AI does

   Notes the language, the feeling, the kind, the issue, and an English line when the message is not English.

4. 04

   Check every quote

   Code does

   Looks for each quote word for word in its message. A quote that is not found is dropped.

   ClientClue AI does

   Picks the short part of a message that says it best.

5. 05

   Count

   Code does

   Counts each issue by week and works out Rising and New with fixed rules.

   ClientClue AI does

   Does no counting.

6. 06

   Write the report

   Code does

   Picks the issues, the numbers and the quotes, then checks that every number in the written lines matches.

   ClientClue AI does

   Writes one plain line for each issue and a "check this first" line.

• MTN Nigeria
• Kuda
• Jumia
• OPay
• inDrive
• How we measured

Public Google Play reviews, read by ClientClue. Each company is named for transparency; none is a customer or took part. Reviewer names and personal details are hidden. About these case studies

• Support tickets

  Message, subject, date, channel, status, customer, product

• Cancellations

  Cancellation note or reason, date, customer, amount, product

• App-store reviews

  Review text, star rating, date

• Survey answers and other feedback

  Any text column, plus a date and a rating if you have them

CSV or Excel, or paste. Name, phone and email columns are hidden before reading.

• Customer-success leadsOn report day, before the team meetingMoreSee their week
• Product managersWhen choosing what to fix nextMoreSee their week
• Heads of customer experienceWhen reporting to the leadership teamMoreSee their week
• FoundersTo hear customers without reading every messageMoreSee their week

• Free300 messages, once₦0
• Starter3,000 messages a month₦30,000 a monthabout $21
• Pro15,000 messages a month₦100,000 a monthabout $71
• Business60,000 or more messages a monthfrom ₦350,000 a monthabout $248

• What files can I use?

  A CSV or Excel file of your customer messages, or messages pasted in one per line. Support tickets, cancellation notes, app-store reviews and other feedback all work. ClientClue matches the columns for you and you confirm them.

• Which languages does it read?

  English, Pidgin, Hausa, Yoruba, Igbo and mixed messages. ClientClue AI keeps the original words and puts a one-line English version beside them. How well it reads each language is measured and published on the case studies page.

• What is hidden before reading?

  Names, phone numbers, emails, account numbers, card numbers and ID numbers such as BVN (the bank identity number every Nigerian account has) and NIN (the national identity number). They become labels like [phone]. You see what was hidden before you start.

• Where are my messages read?

  In the EU. Your original file is not kept after import, only the hidden version of each message. The Your data page has the details and how to delete everything.

• What does it cost?

  Free reads 300 messages, once. Starter is ₦30,000 a month (about $21), Pro is ₦100,000 a month (about $71) and Business is from ₦350,000 a month (about $248). You pay month to month and can stop any time.

• How does Rising work?

  A problem is Rising when it has at least 5 messages this week and at least 1.5 times the average of the 4 weeks before. It is New this week when it has at least 5 messages and none in the 4 weeks before. Every flag shows its numbers. Flags need messages from at least 2 earlier weeks.

• Which day does the weekly report arrive?

  The day your team picks, called the report day. The default is Monday. A week then runs for 7 days from that day, in Lagos time, and its report is ready on the next report day. If you pick Friday, weeks run Friday to Thursday and the report arrives every Friday. You can change the day later, and your weeks are counted again from the new day.

• Does it reply to my customers?

  No. ClientClue reads, groups and reports. It never sends a message to a customer. Your team decides what to fix and who to answer.

• Does ClientClue AI see customer names?

  No. Code hides names it can find before reading: names from your name columns, and names after a greeting or after "my name is". A name written in another way can slip through, so keep names and phone numbers in their own columns.

• 01Prepare your fileOne message on each row, the columns ClientClue reads, the date formats it understands and what it hides.
• 02Read your weekly reportEvery part of the report, what each number means, and what to do with it.
• 03Add a cancellations fileThe columns a cancellations file needs and how ClientClue counts the reasons customers give for leaving.