Review sentiment analysis

Review sentiment analysis is the classification of each customer review as positive, neutral, or negative, usually with a confidence score, so that opinion across hundreds of reviews can be counted and tracked over time instead of read anecdotally. Grouping the negatives by topic turns them into a ranked list of operational problems.

Every imported review is classified positive, neutral, or negative with a confidence value attached, so a borderline 3-star review is not treated with the same certainty as an unambiguous 1-star complaint. Scores accumulate into a monthly report that shows the trend and the themes behind it.

The monthly report summarises how sentiment moved over the month, which topics customers raised most often on the positive and the negative side, and the operational changes those reviews point to. Reports can be translated, including into Turkish, Spanish, French, and German.

Reviews that name a staff member are surfaced in the monthly report alongside whether the mention was positive or negative. This is one of the most common reasons owners read the report: praise that never reaches the person who earned it, and problems that only customers can see.

Yes. Sentiment analysis and the monthly report are included on all three plans, including Starter at $29.00 per month.

Sentinova imports your review history on connection, not just new reviews, so the first report has existing reviews to work from rather than starting from zero.