Note: This article covers the legacy Olo Sentiment solution. In July 2023 Olo released a new Sentiment solution, which you can learn more about here.
Similar to internal feedback, Sentiment measures public feedback that guests are sharing online on public sites (Yelp, Google, Facebook, TripAdvisor, Twitter, and Instagram). It is an unfiltered ear to the ground about how guests are experiencing and talking about your restaurant.
To access your Sentiment Portal, log into the Engage Dashboard. On the left side menu, click Sentiment and there will be two options: Overview and Reviews.
NOTE: Sentiment scores are only present when guest-created text is present in a review. If text isn't present, a score can't be generated.
Skip To:
- Overview
- Reviews
- Filtering Reviews
- Engaging a Guest Review
- Deleting a Guest Review
- Sentiment Score
- Exporting Reviews
- Guest Sentiment Emails
Overview
Identifying which locations are excelling in certain categories (and struggling in others) is the first step to overall improvement as a company. The Sentiment Overview allows you to easily view a ranking of your locations, including how many reviews each has garnered across all sites.
In this page, you will find three main sections:
- Review Ratings: Average rating score, and the total number of reviews by location.
- Sentiment Score: Average sentiment score based on customer verbatim, and the number of insights by category.
- Average Response Time: Average time between the collection and engagement of reviews, and total engaged reviews by location.
You can switch between a Ranking or Trend view of each section, and use filters to help you drill down into specific data points.
How to use these charts:
- Organize restaurants by highest to lowest score (or visa versa) by clicking on the column name.
- Look at the average rating/sentiment score/response time and see how each restaurant compares.
- Use the percentages in parentheses to identify trends from the past 30 days.
Reviews
Reviews provide a continuous feed of ratings from your locations across all review sources (or filterable by a single location or source). The Engage sentiment scoring system reads and automatically applies a sentiment score to guest’s ratings.
- Positive mentions are highlighted in green, negative in red.
- Insights are highlighted phrases mentioning at least one category: food, drinks, service, general experience, reservation & waitlist, pickup or delivery, pricing & value, facilities & amenities, and entertainment.
Filtering Reviews
General Filter:
- Location: include/exclude a location(s) in your feed
- Sources: include/exclude a source in your feed
- Ratings: filter by star rating
- Review Types: view reviews that have been engaged by your team, or those still un-engaged
- Categories: view reviews that contain insights pertaining to select categories
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Date Ranges: filter by pre-set ranges, or, a custom range
Quicksort features:
- On the left-hand side, select the saved filter options for viewing only positive reviews (4 and 5-star reviews) or only negative reviews (3, 2, and 1-star reviews) and then select Apply Filters.
- Return to view of all unengaged reviews from the last seven days by selecting Custom Ratings then Apply Filters.
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Create your own filter by using the Keyword Search. Custom filters can be created to display reviews mentioning specific dishes, wait staff members, comments about lighting, or the fire pit on the patio.
Engaging a Guest Review
To reply to a guest’s Google, Yelp, or Facebook review, simply type your response and click Post.
- For publishers like TripAdvisor that do not allow Olo Engage to directly post to an external review site, select
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“Engage on [Platform Name]” in the bottom right-hand corner of review and a new tab will open connecting you to the review in that platform.
- Once engaged in review Platform and upon returning to your Reviews, you can Copy+Paste the review’s response into the Engage Dashboard to ensure that your team has full visibility into how you engaged with the guest.
Deleting a Guest Review
The ability to expose a 'delete review' button within the reviews feed. This feature sits behind a setting that is enabled at the the user level. This can only be enabled by our Support team when requested by the account administrator.
Sentiment Score
Our system categorized guest verbatim snippets with a smiley face. Each smiley face is mapped to a sentiment score:
|
1 5 smileys |
0.9 4 smileys |
0 3 smileys |
-0.35 2 smileys |
-1 1 smiley |
To convert this into a 0-100 score range:
Category Score = ((positivity score + 1) / 2) * 100
Say you have a 4 smileys annotation. This corresponds to a 0.9 positivity rating, and a ((0.9 + 1) / 2) x 100 = 95 Category Score Rating.
If our system missed or mismarked an insight, Admin users can change it by using the frown to happy scale on each category mentioned. Just click the mention and change the scoring. This will ensure an accurate sentiment score is calculated for the review.
Exporting Reviews
Reviews can be exported as a .csv file. To manage which reviews you would like to add to your export, check the boxes and then click Export. To include all reviews:
Sentiment Emails
The Engage Sentiment tool will automatically send you a Summary Email. The email will include your daily reviews and stats from the past 24h.
Summary Emails can be configured to be sent at a certain time of the day, and include/exclude information from specific locations. Each program can have multiple Summary Emails configured.
To make any changes to your Daily Guest Sentiment Summary Emails, please log a ticket with the Engage Support team.