Review Insights - Sentiment Analysis

1 mth ago

The Review Insights - Sentiment Analysis page helps evaluate the tone of customer feedback, categorizing it as positive, negative, or neutral. By analyzing overall sentiment, businesses can quickly measure customer satisfaction, identify problems, and highlight successes. This analysis provides deep insights into customer perceptions, allowing for more focused improvements and informed decision-making.

To navigate to the The Review Insights - Sentiment Analysis page, click on the Review Insights tab in your dashboard, and then click on the Sentiment Analysis tab.

The Sentiment Analysis page is divided into two sections: the Sentiment Overview and the Trending Themes table.

Sentiment Overview

The Sentiment Overview section

The top of this section provides you with filtering options for this page. These filters include:

Date Picker - allows you to select the date range for the data presented.
Date Preset - allows you to quickly select presets like Last 30 days, Last 2 Weeks, Last 6 Months, etc.
Folders/Locations - allows you to filter for specific locations or folders.
Publishers - allows you to filter the data for specific publishers

This section offers an overview of your review sentiment ratings as well as on-premise and off-premise sentiment ratings.

Overall Sentiment Trend - shows your overall sentiment score for the selected period, as well as the percentage different between the current and the last period.
Sentiment Breakdown - is a percentage breakdown of your reviews based on Positive, Negative, and Neutral sentiment scores.
On Premise Sentiment Score - shows the overall sentiment across publishers associated with the activities or operations of your physical location. e.g Yelp. This also provides the percentage change between the current and last period.
Off Premise Sentiment Score - shows the overall sentiment across publishers linked to activities or operations outside your physical location. e.g UberEats. This also provides the percentage change between the current and last period.

Trending Themes Table

The Trending Themes Table provides a detailed analysis of key themes across your locations, highlighting the number of mentions, sentiment scores, average ratings, and on-premise and off-premise performance for categories like food, service, experience, and price. This table allows you to easily spot emerging trends and patterns in customer feedback, helping you understand what aspects of your business are performing well and where improvements are needed. With these insights, you can make data-driven decisions to enhance customer satisfaction and address any recurring issues across your locations.