# Pain-point category sensitivity analysis — methodology

Snapshot queried September 5, 2026. Publisher: BigIdeasDB. These files contain aggregate research results only, with no customer or reviewer identities, raw review text, or internal row identifiers. Exact counts are supplied for reproducibility; article prose uses rounded counts. Percentages are calculated from exact counts. This is an observational convenience corpus, not a representative sample of the entire market. The query date is not the date of every underlying observation. No trend, causality, purchase intent, or current vendor capability is established by these tables.

## Population and computation
All 39,935 Capterra-derived pain-point records present at query time, representing 13,300 companies. No date restriction. Lowercase and trim the stored pain-point category. Use exact membership in the mapping below, then count records and distinct companies per group. The mapping is an editorial sensitivity test, not an exhaustive semantic classifier.

| Analysis group | Exact normalized labels |
|---|---|
| Experience and usability | user experience; usability; user interface |
| Functionality and limitations | functionality; feature limitations; feature limitation |
| Support and service | customer support; customer service |
| Reporting and analytics | reporting; reporting and analytics; analytics |
| Integration | integration; integration issues |
| Pricing | pricing |
| Other labels | every remaining label, including missing labels if any |

## Key calculation
customer support = 1,073 records; customer service = 925 records. Combined = 1,998 records across 1,976 distinct companies. The second label accounts for 925/1,998 = 46.30% of this defined group. A search for the first exact category alone omits that share; this is not a claim about all search methods. The mapping covers 14 labels; 25,897 records remain in Other labels, so do not describe the six groups as a complete taxonomy or rank customer needs from this table.

## CSV fields
analysis_group: editorial group; records: processed records; companies: distinct represented companies; raw_label_count: distinct non-null normalized labels; record_denominator: all 39,935 records; record_share_percent: records/denominator*100; snapshot_date: query date. Company totals overlap across groups. No severity model or churn flag is used in this analysis.

## Source page
https://bigideasdb.com/customer-pain-point-analysis#original-research