Extract Signal from Customer Voices.

/user-feedback

Here are recent support tickets and reviews. Find the themes and tell me what to do about them:

[paste any batch of customer feedback here]

/user-feedback

Synthesize this batch of recent Terrain customer feedback. I'm investigating two areas: guide activation drop-off and adventurer repeat behavior. Find themes prioritized by frequency and severity. For each theme, show source distribution (what % came from each channel) and trend direction if the data supports it. Flag anything you classify as noise and explain why.

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ZENDESK SUPPORT TICKETS (last 45 days):

[ZD-4821 | Guide | 18 days ago] "I've been trying to set up my listing for two weeks. Every time I get to the pricing section I don't know what to put. There's no reference for what other surf instructors charge. I just guessed and I'm worried I'm way off."

[ZD-4834 | Guide | 17 days ago] "My listing went live 3 weeks ago and I haven't had a single booking. I don't know if my photos are bad or if nobody is finding me. There's no way to see how many people viewed my listing."

[ZD-4852 | Adventurer | 16 days ago] "I requested a booking 3 days ago and the guide still hasn't responded. I already booked something else. Please cancel."

[ZD-4901 | Guide | 14 days ago] "I opted into Instant Book and now I'm getting bookings I didn't plan for. A client texted me a private lesson for the same day and I had to cancel a Terrain booking. There should be a way to set a minimum notice period."

[ZD-4923 | Adventurer | 13 days ago] "I booked a foraging walk and the guide cancelled two days before because of weather. I got a refund but I had already made travel plans. Why can't the guide tell earlier if weather is going to be a problem?"

[ZD-4956 | Guide | 12 days ago] "I want to cancel my Guide Pro subscription. The analytics showed me my listing views went up but I still don't know what to do differently to get more bookings. The data is there but it doesn't tell me anything actionable."

[ZD-4978 | Adventurer | 11 days ago] "The difficulty rating on this kayaking tour said intermediate. I'm an intermediate paddler but the description assumed I knew how to read river currents. I didn't. It was a bad experience."

[ZD-5001 | Guide | 9 days ago] "Getting payouts 3 days after the experience is hard when I'm counting on that income week to week. Other platforms pay faster. Is there any way to speed this up?"

[ZD-5034 | Adventurer | 7 days ago] "I did a really amazing alpine climb last month and I want to go back but I can't find the guide again. I didn't save the listing. Is there a way to see my booking history?"

[ZD-5067 | Guide | 5 days ago] "I got a cancellation from an adventurer 4 hours before our session. I was already at the beach. I got nothing. The 72-hour window feels unfair when I've already committed to the day."

[ZD-5089 | Adventurer | 3 days ago] "I had a great experience last week with a surf lesson. I want to book another one but I'm not sure who to try next. There's no way to see guides similar to the one I used."

[ZD-5102 | Guide | 2 days ago] "My listing has been live for a month. I've had 3 views. I don't know if that's normal or terrible. No benchmarks anywhere."

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NPS VERBATIMS (last quarterly survey, detractors and passives only):

[NPS 4 | Adventurer] "The experience itself was great but the booking process is stressful. I waited almost 2 days for confirmation. I was comparing options and the guide who confirmed first got my booking — that wasn't even my first choice."

[NPS 3 | Guide] "I like the platform concept but I'm not getting enough bookings to make it worth the 18% fee. I'm starting to use other platforms more."

[NPS 5 | Adventurer] "Good selection of activities but I wish it was easier to tell whether a guide is right for my level. The reviews mention how good the guide is, but not whether a beginner would struggle."

[NPS 4 | Adventurer] "I used Terrain once last year. Good experience. I just forget it exists between trips. I wish it pushed me recommendations based on what I've done."

[NPS 2 | Guide] "The analytics dashboard in Guide Pro is not useful. It shows me views and bookings but doesn't tell me what I should change. I'm canceling after this month."

[NPS 6 | Adventurer] "It's fine. I'd use it again if I remembered it."

[NPS 3 | Guide] "Setup was confusing. I still don't know if my listing looks good compared to others. There's no way to preview how it appears in search."

[NPS 5 | Adventurer] "Would be better if I could see what my friends have booked. I found out a colleague did the same alpine climb I'm considering — that would have been useful to know."

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APP STORE REVIEWS (iOS + Android, last 30 days, 3 stars and below):

[iOS, 2 stars, 22 days ago] "Great concept but I requested a booking and waited 36 hours. The guide eventually declined. I'd already moved on. Instant Book is the right direction but most guides aren't on it."

[Android, 3 stars, 20 days ago] "App crashes when I try to view my booking history on Android. This is a known issue apparently. Frustrating."

[iOS, 2 stars, 18 days ago] "Why is there no wishlist? I find listings I like and then can't find them again. Basic feature."

[iOS, 3 stars, 15 days ago] "The guide was amazing. The app is a little clunky on the booking confirmation screen. Minor but it feels unfinished."

[Android, 2 stars, 12 days ago] "Push notifications are not reliable on Android. I missed a booking confirmation because the notification never came. Found out when I logged in manually."

[iOS, 1 star, 8 days ago] "I cancelled a booking 60 hours before the experience and didn't get a refund. The policy says 72 hours. This should be clearer — it says '72 hours before' but doesn't specify what timezone."

[iOS, 3 stars, 4 days ago] "Selection is good. Prices are reasonable. App needs some polish but works."

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POST-BOOKING SURVEYS (last 30 days, adventurers):

[Survey, 3 days post-experience] "The surf lesson was perfect for a beginner. The guide was patient. I'd book again. One thing: I had no idea what to expect before showing up — like what to wear, what to bring. That info wasn't on the listing."

[Survey, 3 days post-experience] "I almost didn't book because I wasn't sure the difficulty level matched me. I emailed the guide through the app to ask and he was helpful, but that felt like extra work."

[Survey, 3 days post-experience] "Really enjoyed it. Shared it on Instagram. Would be cool if Terrain had a way to share directly from the app or tag the guide."

[Survey, 3 days post-experience] "Good experience. I want to come back and do a harder route. Is there a way to see progression options from the same guide?"

[Survey, 3 days post-experience] "Guide cancelled day-of because of weather. Understood, but I had already driven 45 minutes. Some advance warning would help. The guide knew the forecast was uncertain two days before."

[Survey, 3 days post-experience] "Great time. Already recommended Terrain to two friends. Nothing to add."

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INTERVIEW NOTES AND SUPPORT OBSERVATIONS:

[Guide interview, 3 weeks ago] "I've been on the platform for 8 months. The first two months were really slow. I almost quit. Once I got my first five reviews, bookings picked up a lot. I wish someone had told me that when I signed up."

[Support macro observation, ongoing] "Cancellation contacts spike on Thursday and Friday afternoons before weekend trips, specifically asking about weather and whether the experience will still happen. Guides and adventurers both initiate these contacts."

[Guide interview, 5 weeks ago] "I don't list on Guide Pro because I can't tell if the analytics would actually help me get more bookings. The feature is unclear. What does 'priority search placement' actually mean in practice?"

[Adventurer interview, 2 weeks ago] "I book about 5–6 experiences a year. Terrain is one of three apps I use. I'd use it more if it remembered my preferences and suggested things. Right now I only come back when I'm actively planning a trip."

[Support observation, last 60 days] "Guides who signed up in the last 90 days and haven't published are the source of roughly 30% of 'how do I set up my listing' contacts. Most questions are about pricing and photos."