Overview
The Sentiment dashboard in CXP gives you a detailed breakdown of how customers feel about specific aspects of your entity, such as service, cleanliness, and room. Using advanced natural language processing, the system identifies and categorizes mentions within reviews and assigns them a Sentiment Score. This enables you to track how customers perceive different service areas over time, compare performance against past periods, and prioritize operational improvements.
Visual widgets display sentiment data through dynamic charts and tables, offering both overview and drill-down capabilities to analyze feedback across entities and segments.
Note: The TrustYou Survey source includes all survey feedback for the entity, with regards to the organization that collected it. To know more about this read here.
Benefits
- Identify how specific service areas impact customers perception with category-level sentiment analysis.
- Track Sentiment Score changes Year over Year (YoY) or Period over Period (PoP) for targeted performance comparison.
- Filter by timeframes, categories, and segments to reveal meaningful patterns in customer feedback.
- Use the Impact Score to understand which feedback areas influence your Performance Score the most—both positively and negatively.
- Drill into categories and even individual Reviews to understand the context behind customer sentiment.