Sentiment

The Sentiment dashboard delivers a detailed semantic analysis of all your reviews. Mentions are categorized as positive, neutral, or negative and further grouped into categories and subcategories.

For more information on how semantic analysis works, see: All about Semantic Analysis.

Sentiment benefits

• Actionable insights: Leverage metrics like Sentiment Score and Impact Score to pinpoint strengths and areas for improvement in your operations.
• Comprehensive analysis: Gain a detailed understanding of customer sentiment with semantic analysis that categorizes mentions into positive, neutral, and negative.
• Drill-down functionality: Easily access subcategories or review-level details to understand the context behind the data.

Categories and Subcategories

The semantic analysis results are organized into categories and subcategories, customized for the sector associated with your entity. Here’s an overview of the available categories and subcategories:

For a detailed breakdown of the available categories and subcategories, see: Semantic top level categories.

Key metrics

Sentiment Score

The Sentiment Score represents the percentage of positive mentions out of the total mentions for a specific category or subcategory. Alongside the Sentiment Score, we display the number of positive, neutral, and negative mentions, as well as the total mentions used for the calculation.

Impact Score

The Impact Score measures how your Performance Score would change if all mentions from the top five positive and negative subcategories by mentions were removed from the calculation.

If you want to learn in detail how the Impact Score is calculated, please refer to the article: Impact Score.

Additional metrics

Sentiment Score by Source

Displays the Sentiment Score for all categories by review source.

Sentiment Score by Segment (Multi-Entity access only)

Shows the Sentiment Score for all Categories by specific segments, such as brands, countries or other defined attributes.

Drill down options

Whenever you see a widget with the 🔽 symbol, it means that this widget allows to drill down into other segments or show the reviews behind the scores. In order to drill down, you need to right click on top of the category for which you want to perform a drill down.

Drill down to Subcategory

Right-click on top of a category label and select "Subcategory" to filter the table and view all subcategories within that category.

Show Reviews

Right-click on top of a category label and select "Show Reviews" to open a new view showing the last 100 reviews in the selected period that contributed to the Sentiment Score of the selected category/subcategory by positive, neutral or negative mentions.