Keeping a pulse on how guests feel about their brand experiences is an important aspect of proactively maintaining a brand’s online reputation. The Sentiment Analysis Dashboard allows brands to do just that – instantly understand the distribution of positive, neutral, and negative guest feedback over time.
This report can be found in the Reviews > Sentiment section of the platform.
Tip: A glossary of commonly used terms can be found here.
Dashboard Filters and Settings
The Sentiment Analysis Dashboard is available at the Account, Group, and Location levels. However, what is available in the top navigation will vary slightly depending on which level the user is viewing.
Account: There are five elements to interact with, four of which are also found in Group and Location levels.
- The gear icon in the top-right corner will open up the Account level settings
- (All Levels) The Date Range Filter allows the user to filter the Dashboard using preset data ranges such as the Last 30 Days or to filter by Custom Dates
- (All Levels) The Network Filter allows the user to filter the dashboard to any combination of connected networks using a simple checkbox interface
- (All Levels) The Ratings Filter allows the user to filter the dashboard to any combination of 1-, 2-, 3-, 4-, or 5-star ratings, as well as Facebook “Recommends” or “Does Not Recommend” values
- (All Levels) The Print button will open up a printable PDF ideal for sending to stakeholders
Group: There are seven elements to interact with, five of which are also in the Account level.
- The pencil icon in the top-right corner will open the Group level settings
- The people icon in the top-right corner provides a list of of current Group Managers and allows the user to add new ones
- The trash can icon in the top-right corner opens up a prompt that the user to delete the Group
- (All Levels) The Date Range Filter allows the user to filter the Dashboard using preset data ranges such as the Last 30 Days or by Custom Dates
- (All Levels) The Network Filter allows the user to filter the dashboard to any combination of connected networks using a simple checkbox interface
- (All Levels) The Ratings Filter allows the user to filter the dashboard to any combination of 1-, 2-, 3-, 4-, or 5-star ratings, as well as Facebook “Recommends” or “Does Not Recommend” values
- (All Levels) The Print button will open up a printable PDF ideal for sending to stakeholders
Location: There are eight elements to interact with, seven of which are also in the Account or Group level.
- The network icons in the top-right corner displays which networks are connected for the location and provides the option to connect additional ones
- The pencil icon in the top-right corner will open the Location level settings
- The people icon in the top-right corner provides a list of of current Location Managers and allows the user to add new ones
- The trash can icon in the top-right corner opens up a prompt that allows the user to delete the Location
- (All Levels) The Date Range Filter allows the user to filter the Dashboard using preset data ranges such as the Last 30 Days or by Custom Dates
- (All Levels) The Network Filter allows the user to filter the dashboard to any combination of connected networks using a simple checkbox interface
- (All Levels) The Ratings Filter allows the user to filter the dashboard to any combination of 1-, 2-, 3-, 4-, or 5-star ratings, as well as Facebook “Recommends” or “Does Not Recommend” values
- (All Levels) The Print button will open up a printable PDF ideal for sending to stakeholders
Reporting Elements
The Sentiment Analysis Dashboard is made up of four parts, with each part providing specific insights that collectively inform brands of the “why” guest feedback.
Sentiment Trends: A stacked bar chart that displays the percentage of Positive, Negative, and Neutral keywords within all of the brand’s online reviews. Trends are calculated by taking into account the positive, negative, or neutral keywords mentioned in the reviews and dividing them by the total mentions of those words.
Top Keywords Mentioned: A line graph that shows the top-5 keywords mentioned over the specified time period, regardless of the sentiment. This provides a snapshot of the topics guests discuss most often, with any spike representing an emerging trend that may need further attention.
Word Cloud: View the words most commonly used in reviews. The size of each keyword is based on the frequency in which they appear in reviews, meaning the bigger the word the more often it is used. If a positive sentiment is associated with a keyword, it will display in Green. A word with a negative sentiment will be displayed in Red. Language that includes neither a positive or negative keyword is considered neutral and will be displayed in gray.
Clicking on a specific keyword will reveal a deeper analysis of the positive and negative adjectives used with the keyword. For example, in the screenshot below the words “underwhelming” and “plain” have been used negatively in regards to “salmon” while “good” is being used in a positive manner. How often these words are used in the context of keyword mentions is plotted in a line graph to the right.
Below those charts is a list of all the reviews in which the keyword was mentioned. The keyword will be highlighted in red, green, or gray within the review to show the sentiment that was assigned to the word. Clicking within the review will launch a new tab in your browser that opens the Reviews section of the dashboard.
Top Mentioned Keywords: A grid view of the same keywords visualized in the word cloud. Clicking on a value in the Keyword column will open up the same “Analysis” screen found in the word cloud. Users can also sort results by clicking within each column header, change the default number of keywords listed, and export the table as a CSV file.
Additional Resources
For a full walkthrough of the Sentiment Analysis Dashboard, please watch the video below.
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