Reviews analysis

Contents:

• Basic terms
• Reviews analysis filters
• Search by reviews
• Distribution of reviews by country and region 
• Statistics by city  
• Content of reviews
• Sentiment distribution
• Distribution of reviews by time and tone for the selected period 
• Statistics on companies  
• Tag cloud 
• Distribution of reviews by source
• Top 5 employees for the period
• Employee report  
• Top 10 topics
• Statistics by keywords and topics
• Comparison with competitors 
• Comparison of the reviews analysis with another time period
• How to download the report?

This section presents graphs with quantitative indicators for reviews, with the help of which it is possible to conduct a detailed analysis and understand what needs to be improved in the company to increase the rating, increase customer loyalty and improve reputation.

On the Reviews Analysis page you can:

• See how many reviews have come, is it much or little?

• See how the company’s reputation is changing.

• What are the users talking about in the reviews?

• What sites give the largest number of reviews, and which have reputation problems?

• Which employees respond best to the reviews?

• What locations are "the best", and what are "the worst"?

• Analyze frequently occurring words in reviews, evaluate trends.

• Understand which topics are the most popular.

• Monitor changes in reviews by topics important to the company.

• Compare quantitative indicators of reviews with competitors.

• See what users write in the reviews of competitors, what hurts their customers.

Basic terms

Tone / Sentiment Analysis is a task of computational linguistics, which consists in determining the emotional coloring (tonality) of the text and, in particular, in identifying the emotional assessment of the authors in relation to the objects described in the text. Values: Positive, Neutral, Negative, Undefined.  

Trend - a graph showing the trend of growth or decline, time is on the x-axis, and quantity is on the y-axis. 

Topic - a grouping of reviews by topic. For instance, there are reviews of a restaurant that can be grouped by the following topics: cuisine, staff, drinks, etc.  

To open the Reviews analysis page, click on Reviews analysis in the menu box, and select Dashboard from the drop-down list.

The Reviews Analysis page opens. In the header you can see:

• The total number of reviews.

• The number of complaints sent with regard to reviews.

• The number of reviews that have been changed by users.

• With answer - the share of responses to reviews. Attention! This value includes all responses to feedback for the selected period!
  When calculating, reviews that cannot be answered are not taken into account. The formula for calculation is as follows: number of reviews with a response / (total number of reviews - number of reviews that cannot be answered) * 100. 
  Example:
  • Total number of reviews - 856.
  • Number of reviews that cannot be answered - 303.
  • Reviews with a response - 403.
  • Then: 403 / (856 - 303) * 100 = 73%.
• Response delay - this is the average response time in the personal account. It is calculated as follows: the sum of response times to reviews in the personal account divided by the number of responses. 
  Response time in the personal account is calculated as follows: the time of response creation in the personal account minus the time of review creation in the personal account. 
  Example:
  • Sum of response times to reviews in the personal account - 23750.
  • Number of responses to reviews - 10.
  • Average response time: 23750/10 = 2375.

• The number of reviews deleted by users.

Attention! The page will display the results for the last 30 days before yesterday by default. That is, if today is May 23, the last available data will be for May 21.

What filters are available on the Reviews Analysis page, you can find out further.