Widget descriptions and how to use them – TrustYou CXP

Important things to know about the Sentiment Score, categories and subcategories

What is Sentiment Score?

The Sentiment Score reflects the percentage of positive mentions to total mentions for a specific category/subcategory. Mentions are detected by CXP’s sentiment model, which may identify multiple mentions per review.

Note: Any updates to the sentiment classification will not affect historical data, but future analyses will benefit from improved results.

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:

Sector	Categories	Subcategories
Accommodation	25	714
Food and beverage	23	536
Point of interest	21	437

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

Widgets descriptions

Service, Cleanliness, and Room widgets

The Sentiment Score represents the percentage of positive mentions out of the total mentions identified across all reviews. A single review can contain one or multiple mentions, each categorized by the sentiment model.Along with the change.

Change will include comparison of selected date vs. compared date.

Service, Cleanliness, and Room tabs

Each tab provides a sentiment-specific visualization:

Bar chart: Represents the number of mentions in the selected category during the current period and the same period last year.
Line chart: Displays the Sentiment Score trend over time for that category during the current period and the same period last year.
Grouped by date granularity: You can choose to view data Weekly, Monthly, Quarterly, or Yearly depending on the granularity you need.

Selected category tab

This tab allows users to analyze sentiment across any chosen category or subcategory (default view includes all categories).

Customization: Select one or multiple categories or subcategories for a focused view.

Bar chart: Represents the number of mentions in the selected category/subcategories (using the dashboard filters) during the current period and the same period last year.
Line chart: Displays the Sentiment Score trend for the selected category/subcategories(using the dashboard filters) during the current period and the same period last year.
Grouped by date granularity: You can choose to view data Weekly, Monthly, Quarterly, or Yearly depending on the granularity you need.

Impact Score: Top 5 Positive and Negative Mentions

The Impact Score highlights the categories that most significantly influence your Performance Score, based on customer sentiment. It includes two separate bar charts—one for the top 5 positive impact areas and one for the top 5 negative.

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

Key capabilities:

Drill-down enabled: Clicking a bar opens a pop-up with the underlying Reviews that contributed to that sentiment.

Dual appearance: The same category or subcategory may appear in both the positive and negative sections. This signals that the topic evokes strong emotions from customers and plays a substantial role in shaping their overall perception.
Important:
- This can happen according to the model because it bases its judgment on actual Review data. If a Review mentions a positive opinion about cleanliness, for example, there's a high probability that the reviewer will give a high overall score. Conversely, negative mentions often correlate with lower scores. This highlights the critical role that categories like cleanliness play in influencing customer satisfaction—they are mentioned frequently and have a strong impact in both directions.
- For example, one customer may praise cleanliness because they value tidy spaces, while another may criticize it just as strongly if their expectations aren’t met. Both sentiments are valid and indicate how central that category is to the customer experience.
- This insight is not about reacting to every extreme opinion—it’s about recognizing which areas are emotionally charged and understanding their direct correlation.
- Impact score considers only selected date.
Ability to edit sentiment:
- The Edit Sentiment feature allows you to directly improve the accuracy of TrustYou’s Sentiment Analysis system. By using this feature, you can correct sentiment labels and sub-categories that may have been misidentified by our AI-powered semantic analysis. Please refer to the article to know more: Edit Sentiment

Sentiment by categories (category and subcategory tab)

This table provides a comprehensive breakdown of Sentiment Score across categories and subcategories. You can sort each column in ascending or descending order for easier comparison and analysis.

Drill-down options:

Clicking on a category opens its subcategories and relevant reviews.

If "Subcategory" is selected in the drill down

If "Show reviews" is selected

You will have the ability to edit the sentiment. Please refer to the article to know more: Edit Sentiment

Clicking on a Subcategory reveals the associated reviews.

Sentiment Score: top 5 categories by segment/ top 10 subcategories by segment

This table allows you to analyze Sentiment Score across different segments using a dropdown menu to select your desired segment such as:

Source
For multi-entity users:
- Brand
- Country
- City
  - Sector
Language
Custom segments (for multi entity users)

Note: This table is dynamically linked to the sentiments by categories table above. By default, you can view top 5 categories/ top 10 subcategories by number of mentions. But if you wish to view any different category/subcategory then you can select them using the dashboard filters.

When a category is selected, it displays the top 5 categories by segment.
When a subcategory is selected, it updates to show the Top 10 subcategories by segment.

For single entity users, Sentiment Score only by source and language will be available.

Drill-down options are available

Filters (for multi-entity users)

These filters help you customize the data shown in your dashboard:

Selected date (Default: This Year)
Comparison date (Default: Last Year)
Category
Subcategory
Source
Entity
Brand
Country
City
Custom Segments (user-defined)

Any filters that are tied to user-created segments will be listed under this area. These allow for custom analysis and can include additional dimensions beyond the defaults.
Sector (Default: Accommodation)
Language

More details on how to use filters, sticky filters, copy-paste, and views work.

Filters (for single-entity users)