Topics
7 Sep – 13 Sep · vs last year: 7 Sep 2025 – 13 Sep 2025
What the week's messages were about, how much of each topic reads as unhappy, and where it concentrates. The counts come from the inbox; the sentences come from the model, and each one carries the figure it was read from.
The period in short
- The period brought 406 messages, +102 against the period before. What is in it is the largest topic at 24.6% and is almost entirely neutral.
- Grind and brewing is the mover, up against the period before since the brewing guide of 8 September. The questions have one answer each; the reviews on the same subject do not, and that is the part to read twice.
- Where an order is, and missing or wrong items, are 24.9% of the messages between them and the great majority of the unhappy ones. Neither is answered by writing better — they are answered by the parcel being right.
Messages in the period
Channel inboxes406
Every surface, questions and reviews together
Reads as unhappy
Analyst27.1%
The model's reading of the text, not a score anybody gave
Biggest topic: what is in it
Computed24.6%
Spread across the catalogue
Median first reply
Reply log1 h 42 m
Across the period's messages; reviews arrive weekly and are left out of it
Messages, and the unhappy part of them
Two lines rather than a dozen: the channel palette belongs to channels and the status colours are spoken for, so the topics are ranked below instead of coloured here.
“Unhappy” is the model’s reading of what was written, weighted by topic. Nothing on these surfaces asks a customer whether they were satisfied, so the page never calls it satisfaction.
Every topic
Ranked by volume, with what each one is in the desk's own words. A topic exists because somebody has to do something different about it.
What is in it
10024.6%Where is my order
6616.3%Grind and brewing
mostly House Blend 1 kg
5513.5%When is it back
mostly House Blend 1 kg
4310.6%Missing, wrong or damaged
358.6%Returns and refunds
327.9%Payment
235.7%Subscription
mostly Monthly Subscription · 2 × 250 g
204.9%Just saying thanks
163.9%Invoice
71.7%Everything else
71.7%Wholesale and office
20.5%
A rising topic is not the same as a problem: what is in the bag is the biggest topic on the page and is almost entirely neutral. The column to read beside volume is the unhappy share.
Which product draws which question
The topics that attach to a product, against the lines that draw the most messages.
| Product | What is in it | Grind and brewing | When is it back | Where is my order | Missing, wrong or damaged | Returns and refunds | Subscription | Total |
|---|---|---|---|---|---|---|---|---|
| House Blend 1 kg | 10 | 15 | 15 | 6 | 2 | 2 | 1 | 51 |
| Ethiopia Yirgacheffe 250 g | 8 | 3 | 2 | 5 | 3 | 3 | 1 | 25 |
| House Blend 250 g | 7 | 2 | 2 | 5 | 3 | 2 | 1 | 22 |
| Espresso Blend 1 kg | 6 | 2 | 1 | 4 | 2 | 2 | 1 | 18 |
| V60 Starter Set | 6 | 2 | 1 | 4 | 2 | 2 | 1 | 18 |
| Colombia Huila 250 g | 6 | 2 | 1 | 4 | 2 | 2 | 1 | 18 |
| Hand Grinder | 5 | 2 | 1 | 4 | 2 | 2 | 1 | 17 |
| Ethiopia Yirgacheffe 1 kg | 5 | 2 | 1 | 3 | 2 | 2 | 1 | 16 |
| Monthly Subscription · 2 × 250 g | 5 | 2 | 1 | 3 | 2 | 2 | 4 | 19 |
| Total | 58 | 32 | 25 | 38 | 20 | 19 | 12 | 204 |
Wholesale, invoices and applications are about the shop rather than a product, so they are not here; nor is the long tail of the catalogue. The table's total sits below the period's for both reasons, and is not padded to match it.
Topics worth a second look
Grind and brewing
The brewing guide went out on 8 September and the questions followed it: which grind for which machine, on the blends rather than the single origins. The web store saw the same week on the V60 set it recommends, which is the cheerful half of this. The other half is on the Reviews page, where a run of low stars says the grind picked at checkout is not always the grind that shipped.
- Grind and brewing, this period
- 55 messages, 13.5% of them all
When is it back
One line is out and people are asking when it comes back. The answer is only as good as the incoming batch date, and the draft quotes the warehouse rather than a guess — so if the batch slips, every waiting reply slips with it.
- When is it back, this period
- 43 messages, 10.6% of them all
Subscription
Pausing, skipping, changing the grind, and one double charge. It grows with the subscription itself, and half of it is a question the playbook still cannot answer — whether a month can be paused rather than cancelled.
- Subscription, this period
- 20 messages, 4.9% of them all
Wholesale and office
The smallest topic on the page and the one worth the most: cafes and offices asking for a price list. The desk cannot quote, so the whole job here is to catch it within the day and hand it to sales with the right detail attached.
- Wholesale and office, this period
- 2 messages, 0.5% of them all
Ask the inbox
The figures in an answer are counted from the messages themselves; the model only writes the sentence around them.
How this page is worked out
Where each figure comes from, and what none of them can say.
- 1Every surface is read on its own clock and each message is filed under one topic, the desk's own list rather than a model's clustering. A topic exists because somebody has to do something different about it.
- 2Sentiment is the model's reading of what was written. Nothing on these surfaces asks a customer whether they were satisfied, so the page says “reads as unhappy” and never “satisfaction”.
- 3The comparison is the same length of days immediately before the period, or the same dates a year back. A day still running is only ever set against the same hours of another day.
- 4Reply times come from the reply log. Reviews arrive as a weekly export rather than message by message, so their waiting time is known to the day and is left out of the median.