Sentiment and themes
Every review is scored for sentiment and the words guests use most are surfaced, so a service issue shows up before it drags the rating down.
When you'd use it
For weekly reviews and prioritising operational fixes based on what guests actually mention.
How it behaves
Each review is scored for sentiment as it arrives, as positive, negative, neutral or mixed, so you see how guests feel rather than just a star average. Scores aggregate into trend lines you can filter by venue and time, alongside rating and platform breakdowns and an NPS figure.
The words guests use most, good and bad, are surfaced as keywords on each review and grouped into “customers like” and “needs improvement” lists, so the recurring topics behind a shift are visible, not just the score.
Configuration and options
- Sentiment score
- Positive, negative, neutral or mixed, per review.
- Trends
- Rolling sentiment and rating trends, filterable by venue and time.
- Keywords
- The recurring words guests use, surfaced per review and grouped good and bad.
- Reporting
- Rating, platform and sentiment breakdowns, with an NPS figure.
Good to know
Sentiment is scored as each review arrives, so trends reflect reviews in near real time.
Keyword lists surface the recurring topics behind a change, not just the number.