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      Statistics by keywords and topics

      Contents:

      • Keywords
      • Topics
      • How to create a topic?
      • How to edit a topic?
      • How to delete a topic?
      • How to download a statistics report?
      • How to go to the detailed view of the topic section?

      • How to filter statistics by keywords and topics?

      In this section, you have the opportunity to analyze reviews based on the most popular words they contain and the topics they relate to, as well as find out:

      • What are customers dissatisfied with and most concerned about (prices, assortment, large/ small selection, etc.)?

      • What should be improved in the service?

      • Which reviews should be paid more attention to (with which words or topics reviews have a bad rating and sentiment)?

      • Has the problem been solved/has the problem appeared or not (in the Dynamics column, you can see whether the number of reviews with this topic has increased or decreased)?

      On the Topics page you can: 

      1. View the statistics by keywords and topics

      2. Create a new topic

      3. Filter the statistics by:

      • Time period.

      • Sentiment.

      • Sources.

      • Keywords.

      • Topics.

      • Rating.

      • Content.

      There are 3 ways to go to the Keywords and Topics page:

      1. On the Reviews analysis page go to the Tag cloud section and click on Tag Words statistics.

      2. On the Reviews analysis page, go to the Top 5 topics section and click on Details in the bottom right corner.

      3. In the menu box, click on Reviews analysis, then click on Keywords and Topics in the drop-down list.

      The Keywords and Topics page will open.

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

      Keywords

      First, the distribution of keywords by sentiment will be presented. The same cloud is also presented on the main page of the review analysis. You can learn more here.

      To view the diagram with the distribution of main words, click on the corresponding icon in the upper right corner.

      The graph will display the top 5 words (provided they exist) that were mentioned most frequently in the reviews. Each word corresponds to its own color on the diagram. The rest will be displayed in gray. 

      Next is a table with words and the number of reviews associated with them.

      Further, statistics on words are displayed. It is presented in the form of a table, which includes:

      • List of all keywords.

      • Average rating of reviews on which the keyword is placed.

      • Number of reviews.

      • Share of responses to reviews.

      • Average response time.

      • Dynamics.

      • Sentiment.

      The Dynamics shows a graph in which you can see the growth and decline in the number of reviews with the corresponding tag word for each day of the last three months.

      • The x-axis shows the days for the period.

      • The y-axis shows the number of reviews with the tag word specified in the field for the period.

      When you click on any keyword, the Search by Reviews page opens. You can read more about this page here.

       

      Topics

      To view statistics by topic, click on the corresponding field.

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

      If your company has not yet created any topics, 5 topics will be displayed by default:    

      • Product. Will be created if there are words such as quality, product, selection, assortment, empty, high-quality in the reviews about the company.    
      • Service. Will be created if there are words such as service, delivery, courier, queue in the reviews about the company.
      • Store. Will be created if there are words such as website, store in the reviews about the company.    
      • Staff. Will be created if there are words such as employee, staff, seller in the reviews about the company.    
      • Cost. Will be created if there are words such as cost, price, discount in the reviews about the company.

      Attention! If there are no reviews containing the default topic keywords, they will not be displayed in the section. As soon as you receive a review containing any of the keywords, a topic will be created.

      Statistics on topics are given in the form of a table, which presents:

      • Name of the topic.

      • Average rating of reviews on this topic.

      • Number of reviews related to this topic.

      • Share of responses to reviews.

      • Average response time to reviews.

      • Sentiment.

      • Dynamics.

      • Actions.
        Attention! You can only edit and delete the topic that you created.

      The Dynamics column shows a graph in which you can see the growth and decline in the number of reviews left on the relevant topic for each day of the last three months.

      • The x-axis shows the days for the period.

      • The y-axis shows the number of reviews left on the topic specified in the field for the period.

      How to create a topic?

      To create a topic, you need to click on the corresponding button.

      The Topic creation page will open.

      The topic consists of a set of inclusive and exclusive tags.

      Fields marked with asterisk (*) are mandatory. 

      In the first field, enter the name of the topic.

      Then select the brand to which reviews related to this topic will apply.

      In the Includes keywords/Excludes keywords fields, you can specify, accordingly:

      • Keywords that must be included in reviews for grouping on this topic.  

      • Keywords that must be excluded from reviews for grouping on this topic. 

      Attention! The sum of the tags in both fields should not exceed 50!

      To save the topic, click on the corresponding button. 

      Attention! It may take some time for the topic to appear in the list and for statistics to be displayed for it.

      To cancel changes, click on the corresponding button.

      How to edit a topic?

      Attention! You can edit only those topics that have been created by you. 

      To edit the topic, you need to click on the corresponding icon in the Actions column.

      The Topic edition page will open. 

      The topic consists of a set of inclusive and exclusive tags.

      Field marked with asterisk (*) are mandatory.

      In the first field, you can change the name of the topic.

      Then select the brand to which reviews related to this topic will apply.

      In the Includes keywords/Excludes keywords fields, you can specify, accordingly:

      • Keywords that must be included in reviews for grouping on this topic.  

      • Keywords that must be excluded from reviews for grouping on this topic.

      Attention! The sum of the tags in both fields should not exceed 50!

      To save the topic, click on the corresponding button. 

      Attention! It may take some time for the topic to appear in the list and for statistics to be displayed for it.

      To cancel changes, click on Cancel changes.

      To delete a topic, click on Delete.

      How to delete a topic?

      Attention! You can delete only those topics that have been created by you.

      Then in the line of the selected topic in the Actions column, click Delete. 

      You can also click on Edit in the line of the selected topic.

      Then, on the Topic edition page that opens, click on Delete.

      How to download a statistics report?

      To download the report, click on the corresponding button in the top right corner of the page.

      A window will open where you can select the report format:

      • PDF.
      • Excel.

      If necessary, you can change the name of the downloaded file or leave it as default. Then click on Download.

      Attention! When exporting reviews, the selected filters will be applied.

      How to go to the detailed view of the topic section?

      Attention! Viewing is only available for topics that you have created yourself. 

      To go to the detailed view of the topic, click on the necessary one. 

      The View Topic page will open. 

      At the beginning, it displays: 

      • The name of the topic. 
      • The words it includes. 
      • The words it does not include. 

      To edit or delete a topic, click on the corresponding icons.

      Next, information is displayed on: 

      • The number of reviews related to this topic. 
      • The average rating of reviews on this topic. 
      • The number and share of responses to reviews. 
      • Average response time to reviews.

      Then you can see the distribution of keywords that are most frequently mentioned in reviews related to this topic.

      The next block shows the sentiment of reviews related to this topic. 

      The diagram displays:

      In this section you will see a diagram with the following information:

      1. The number of positive reviews (green color).

      2. The number of negative reviews (red color).

      3. The number of undefined reviews (gray color).

      4. The number of neutral reviews (yellow color).

      There are trained models for analyzing sentiment distribution. The accuracy of sentiment distribution is over 80%.

      In the center of the diagram general sentiment is shown:

      • If the general sentiment is indicated from 0% to 49%, it means that the negative sentiment prevails in the reviews.

      • If the general sentiment is indicated from 51% to 100%, it means that the positive sentiment prevails in the reviews.

      • If the sentiment tends to 50%, the neutral sentiment prevails in the reviews.

      The next block shows the dynamics of the average rating of reviews related to the topic:    

      • The x-axis displays the days for the selected period.    
      • The y-axis displays the average rating of reviews. 

      To find out the average rating of reviews on a specific day of the period, hover your mouse over the point on the graph. 

      Next, you can find out the dynamics of the number of reviews related to this topic:    

      • The x-axis displays the days for the selected period.    
      • The y-axis displays the number of reviews. 

      To find out how many reviews were posted on a specific day of the period, hover your mouse over that point on the graph.

      How to filter statistics by keywords and topics?

      The filters described below are available on the Keywords and Topics page and the View Topic page. 

      Attention! Data on keywords and topics become available after 2 days. That is, if today is May 23, then the latest available data will be for May 21.

      • To see the latest available day, click the filter Day.

      • To see the latest available week, click the filter Week.

      • To see the latest available 30 days, click the filter 30 days.

      • To see the latest available calendar month, click the filter Month.

      • To see the latest available quarter, click the filter Quarter.

      To filter the page by your one period, click the date field and choose the dates you need.

      To sort by sources, click on the corresponding field and select the desired option from the drop-down list. 

      Only on the View Topic page, you can choose details by:    

      • Days.    
      • Weeks.   
      • Months.

      After setting this filter, data in the Dynamics of the number of reviews and Average rating dynamics charts will be displayed by day/week/month, respectively. 

      To open the filter window, click on the corresponding icon in the top right corner.

      The Filters window opens on the right. 

      Information on setting up filters can be found here. 

      The Topics filter will be absent for the Keywords section.

      In the Replies to Reviews filter: 

      • Click on the first button if you need statistics on words from reviews with responses. 
      • Click on the second button if you need statistics on words from reviews without responses. 

      In the next field: 

      • Click Yes if you need statistics on words from reviews that have a response option. 
      • Click No if you need statistics on words from reviews that do not have a response option.

      You can find out about the comparison with competitors further.