State of AI Feedback Analytics 2025 Report - Insights from 100+ Conversations

When we started building the AI Feedback Intelligence platform, we wanted to listen deeply and validate the product early on. We spoke with more than 100 leaders in customer experience, product, and marketing across finance, retail, SaaS, and healthcare. These were not feature-focused conversations. They were honest, candid exchanges where leaders shared how they run their voice of customer programs, how they analyze feedback, and where they face their biggest challenges.

What we heard consistently was eye-opening.

93% of leaders told us their feedback is scattered across tools and teams with no central intelligence. 87% still rely on manual review of verbatim comments. Only 17% feel confident in their maturity with AI-driven analytics. At the same time, almost every leader is investing in AI for chatbots and automation but very few are using AI to truly understand their customers.

That gap became the heart of this report.

Why we turned conversations into a report?

We did not plan to publish a report at first. These conversations were part of validating our product idea. But as themes kept surfacing — fragmented data, slow manual loops, lack of ROI linkage, and missing real-time alerts — we realized these insights were too important to keep to ourselves.

So we pulled the patterns together into one narrative. What came out is a snapshot of where CX teams stand today and where they are headed with AI in 2025.

A few things that stood out 

• CX transformation is stuck on the basics. Leaders are still explaining NPS dips after the fact instead of predicting and preventing them.

• The ROI gap is real. Many teams act on feedback but cannot tie it to retention, revenue, or avoided churn.

• Real time matters more than ever. By the time teams discover a spike in complaints, the opportunity to fix the experience is often lost.

• The shift is underway. 81% leaders say AI-driven feedback analytics is their top priority for the next twelve months.

What this means for all of us?

This is not just about surveys or dashboards anymore. It is about moving from reactive listening to AI-powered intelligence that connects the dots, surfaces what matters, and guides action in real time.

The leaders we spoke to are looking for:

• Unified feedback data lakes as a single source of truth

• Actionable insights with context and recommendations

• ROI linkage to prove CX drives business outcomes

• Role-based insights for frontline teams

• Early trend detection and proactive alerts

Download the report 💡

We hope you find this report as useful and thought-provoking as we did while compiling it. You can download the full report here.

Read it, reflect on it, and most importantly, tell us what you think. We would love to hear your perspective, your struggles, and your hopes for where AI in feedback analytics is going.

This is just the beginning.

Rajiv Mehta