Star ratings don’t tell the whole story—but now you don’t have to guess. Our new Sentiment Analysis tools reveal exactly what’s driving customer satisfaction or frustration, so you can stop reacting blindly and start making targeted improvements. No more guessing why your score dropped—now you’ll see the “why” behind every review.
Sentiment analysis digs deeper than star ratings by breaking down why customers feel the way they do. Instead of just knowing you have a 4.2 average, sentiment analysis helps you see what specifically delights customers or frustrates them. It uncovers patterns in their language—like praise for customer service or complaints about slow shipping—so you can make targeted improvements that directly address their real concerns. We're thrilled to provide this extended, AI-powered insight.
In the expanded Review Dashboard you will now see a tab for Sentiment Analysis. Clicking into the tab brings you to a new reporting structure with two charts to start:
Overall Sentiment
The sentiment analysis begins with an overview of sentiment distribution, ranging from very negative to very positive, across topics presented in a 5-color donut chart. Note that the sentiment topic total will not match the review total for the period, as it counts the number of topics contained only within reviews that include comments.
Sentiment by Topic
This chart provides a visualization of the most popular topics identified (sorted from most to least popular) and the respective scoring for each topic. To view scoring for additional topics, use the pagination at the bottom of the chart. This divergent stacked bar chart serves as the primary initial visualization until we move this page's reporting into its own reporting suite.
This is just the beginning of our expanded sentiment and emotion reporting. First, we will expand this page to include:
After that release, we will further expand insights by combining brand and competitor sentiment analysis into a direct grading system across your custom topics.
