Customer Research

# Customer Research — Source Guides

Detailed, source-by-source playbooks for gathering customer intelligence from online watering holes.

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## Reddit Research

### Finding the Right Subreddits

Start by identifying where your ICP spends time, not where your product is discussed.

**Discovery methods:**
- Search `site:reddit.com "[job title] tools"` or `site:reddit.com "[problem category] software"`
- Use [subreddit search tools](https://www.reddit.com/subreddits/search) with problem-space keywords
- Look at what subreddits show up in Google results when you search ICP problems
- Check what subreddits competitors' customers mention in reviews

**Common high-value subreddits by category:**
- B2B SaaS: r/sales, r/marketing, r/entrepreneur, r/startups, r/smallbusiness
- Dev tools: r/programming, r/devops, r/webdev, r/cscareerquestions
- Analytics/data: r/analytics, r/dataengineering, r/BusinessIntelligence
- Marketing: r/PPC, r/SEO, r/emailmarketing, r/content_marketing
- HR/recruiting: r/recruiting, r/humanresources, r/jobs
- Finance/ops: r/accounting, r/financialplanning, r/projectmanagement

### Search Operators

```
site:reddit.com/r/[subreddit] "[keyword]"
site:reddit.com "[problem]" "recommend" OR "suggestion" OR "alternative"
site:reddit.com "[competitor name]" "vs" OR "alternative" OR "switched"
```

### What to Look For

**High-signal post types:**
- "What tools do you use for X?" → reveals alternatives and vocab
- "Frustrated with [competitor], looking for alternatives" → reveals pain and switching triggers
- "How do you handle X?" → reveals workflow and workarounds
- "Is [your category] worth it?" → reveals objections and evaluation criteria
- Complaint threads about competitors → reveals gaps you might fill

**What to extract:**
- The exact problem described in the post
- Top-voted solutions (what do practitioners actually recommend?)
- Complaints about existing solutions in comments
- The language used — note specific words and phrases
- Upvote patterns — consensus vs. controversy

### Tools
- Reddit's native search (limited but fast)
- Google: `site:reddit.com [query]` (better results)
- Pullpush.io — search archived Reddit posts (good for older threads)

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## G2 and Review Site Mining

### Your Own Product Reviews

Read in this order for maximum signal:

1. **3-star reviews** — these are the most honest. Customer liked it enough to stay but felt something was missing.
2. **1-star reviews** — understand the failure modes. Separate product issues from support/onboarding issues.
3. **5-star reviews** — extract the "what they love" language. These are your proof points.
4. **4-star reviews** — often contain "the only thing I wish…" buried in praise.

**What to extract:**
- What they say they use it *for* (the job to be done)
- What they say is hardest or most frustrating
- What they compare it to ("coming from [X]", "better than [Y]")
- Industry and role signals in reviewer profiles

### Competitor Reviews on G2

The 4-star competitor reviews are gold — customers who like the product but still have complaints.

**G2 structure to exploit:**
- "What do you like best?" → their strengths (your battlecard intel)
- "What do you dislike?" → their weaknesses (your opportunities)
- "What problems are you solving?" → the job to be done

**Capterra** has similar structure. **Trustpilot** skews B2C. **AppSumo** reviews are useful for SMB/prosumer SaaS.

### Review Mining Template

For each competitor's 4-star reviews, extract:

| Category | Notes |
|----------|-------|
| Job to be done | Why do they use the product? |
| Top praise | What do they love (and might be hard for you to match)? |
| Top complaint | What frustrates them? |
| Switching context | Did they mention switching from something else? |
| Unmet need | "I wish it could…" or "It would be better if…" |

---

## Indie Hackers and Product Hunt

### Indie Hackers

Strong signal for founder/builder/SMB ICP.

**Where to look:**
- "Ask IH" posts: questions about proble