Market intelligence, in plain words.

Market intelligence is the practice of reading what customers and competitors do in a market and turning it into decisions. It covers rivals, customers, prices, offers and demand, not only your own numbers.

A signal is any trace a customer or competitor leaves in view that tells you something about your market, such as a rating, a post, an ad, an offer or an import record.

The Physical Signal is what customers write about the in-branch experience, yours and every competitor's, read branch by branch from Google Maps reviews.

The Digital Signal is how customers rate apps and digital channels, read from the App Store, Google Play and Huawei AppGallery and compared release by release with rivals.

The Market Signal is what competitors do in the market: the ads they run, the content they post, the offers and prices they publish, and the imports behind each category.

A channel is a place where signals appear, such as Google Maps, an app store, a social platform, an ad library, a marketplace or an official trade database. Verbatim reads 25+ channels.

Outside-in research studies a market through what customers and competitors already put in view, instead of asking people questions. It also covers competitors, who never answer your survey.

Voice of the customer is what customers say about a product or service in their own words. Verbatim reads it in Arabic and English, including dialect, without a survey.

The operational level shows what is happening now: complaints, launches, price changes and rating drops, caught before they reach your KPIs.

The positional level shows where you stand against every competitor on the same measures, and explains why each gap exists.

The strategic level shows where the market is heading: demand shifts, new formats and emerging trends, read before they become obvious.

A confidence grade tells you how far to trust a finding. Every number Verbatim publishes carries a source, a date and one of three grades: Observed, Inferred or Unverified.

Observed is the confidence grade for a finding measured directly in the signals, such as a count of ratings or a published price, with its source and date.

Inferred is the confidence grade for a conclusion reasoned from observed data, such as the likely cause of a rating drop. The reasoning is always shown.

Unverified is the confidence grade for a figure reported by a third party, such as trade press, that Verbatim has not been able to confirm.

Sentiment analysis scores whether what customers write is positive, negative or neutral, and on which theme. Verbatim scores Arabic, including dialect, and English.

A theme is a topic customers raise again and again, such as waiting time, staff, price or product quality. Each branch, app or product is scored on its themes.

A benchmark compares your score with competitors on the same measure, in the same area and period, so that a number means something.

Competitor ad monitoring captures the paid ads rivals run on Google, X and Meta as they launch, and classifies each by audience, offer and occasion.

A counter-offer is a rival's reply to your promotion, often posted in your own comment threads. Tracking it shows which of the two offers the audience responded to.

The grey market is the sale of genuine products outside official channels, often below official prices, through classifieds and social marketplaces.

Below the line (BTL) is marketing and selling outside mass media, such as dealer offers and direct promotions. It is where the official price and the street price split.

Price and offer tracking reads the prices and offers competitors publish on their websites and apps each day, and flags every launch, change and withdrawal.

Complaint risk is the chance that customer complaints match a regulator's published categories and go unanswered in time. Monitoring it lets compliance teams act first.

Import tracking reads official trade statistics by product category and country of origin. A category's imports moving against its own seasonal pattern is an early sign of demand.

A branch network is every location a business operates. Tracking competitor networks shows each opening, closure and format change, dated from its first appearance.

Trend detection confirms a trend only when independent sources agree, such as social content, import volumes and customer ratings, and checks whether customers actually like it.

Customer experience (CX) is how customers perceive every interaction with a business, from a branch visit to the app to support. It shows most clearly in what they write unprompted.

Branch experience benchmarking scores every branch on the themes customers raise, then compares it with competitor branches nearby and with the rest of your network.

App experience benchmarking ties app ratings to the app version and customer journey they describe, then compares your app with every rival's on the same journeys.

Product sentiment is how customers rate a specific product on quality, consistency and value, compared across branches and with competitors' equivalents.

A catchment area is the area a branch draws its customers from. Comparing branches in the same catchment shows which competitor wins the customers nearby.

Net Promoter Score (NPS) asks customers how likely they are to recommend a business, on a scale of 0 to 10. It measures intent; customer signals show the reasons behind it.

Churn is the share of customers who stop buying over a period. Early churn signals, such as rising complaints about one journey, appear before the loss shows in revenue.

Customer segmentation divides a market into groups by what drives them, not only by who they are, then sizes each group by the value it can bring.

Segment activation turns an existing segmentation into action: what each segment praises, what frustrates it, which competitor wins it and what to do next.

Go-to-market (GTM) is the plan for winning customers: which segments to target, what to offer, how to say it and through which channels.

Customer loyalty is a customer's choice to keep coming back when competitors are an easy alternative. It is earned by experience first, and rewards programmes second.

Competitive intelligence is analysis of what competitors do and plan, used to make decisions. A good briefing pairs each finding with evidence, an action and a confidence grade.

Share of voice is a brand's share of the ads, content and conversation in its category, compared with its competitors over the same period.

AI search visibility is whether AI assistants such as ChatGPT, Perplexity and Gemini name a brand when customers ask, how prominently, and whether they get the facts right.

Generative engine optimisation (GEO) is the work of making a brand easier for AI assistants to find, cite and describe correctly. It starts by measuring what they say today.

AI review response writes a reply to each Google review in the reviewer's language and dialect, based on what they wrote, and escalates serious complaints to a person.