Turning 5,561 reviews into actionable insight with AI — boosting customer satisfaction, improving operations, and uncovering new growth opportunities.

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Services —

AI-powered review analysis
Natural language processing (NLP)
Custom Python tooling
Sentiment classification
Strategic recommendations
Operational consulting

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Overview —

Mendel Plumbing & Heating partnered with Square Waves to unlock value hidden in their customer feedback. With over 5,500 reviews collected from 2022 to 2025, the goal was clear: extract insight, reduce friction, and drive smart growth.

We built a custom AI solution using natural language processing (NLP) to categorize sentiment, identify operational gaps, and surface strategic opportunities — giving Mendel a crystal-clear picture of what customers love, what needs fixing, and how to grow faster.

From data prep to batch processing to dashboard-ready outputs, our team transformed unstructured text into business intelligence.

Results —

98.04%

Positive customer sentiment identified‍

40%‍

Reduction in pricing complaints‍

4.63 → 4.92‍

Increase in customer satisfaction score (2022 to 2025)

‍11.2%‍

Growth in service bookings‍

3

‍New revenue initiatives launched from insights

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Key Moments —

AI-driven categorization.
We classified every review into sentiment-based buckets like "Professional & Knowledgeable" or "Pricing Complaint" — creating clarity from chaos.

Business intelligence, not just data.
Our insights went beyond reporting — we delivered tactical next steps for pricing, positioning, and cross-selling.

Transparency builds trust.
Clear cost communication became a core initiative, dramatically reducing complaints and increasing conversions.

From fast service to brand advantage.
Customers loved Mendel’s responsiveness. We turned that into a strategic differentiator and marketing pillar.

Cross-service growth.
We identified low service overlap — and built a playbook for bundling, technician training, and new upsell opportunities.