Content Analysis
Choose Content Analysis under Analysis on the left-side menu. This is the heart of the app and is the most advanced industry-specific content analysis of online reviews. NLP-powered machine learning algorithms analyze your customers’ sentiments and provide intelligent insights.
1. Trend
Our state-of-the-art algorithms analyze the content of online reviews in over 40 categories across all platforms. The analysis is industry-specific meaning that categories are different depending on the industry.
In the Trend widget, you can see the development of average ratings per category in the chosen time period. Hover over the graph to see more detailed information. By default, the view of All categories is shown. Click on each category, for example, “Food”, to see how you were performing in the different aspects, such as “Quality / Taste” or “Presentation”.
By clicking on the different aspects below the chart, you can “untick” them, thus, choose to see the performance of only specific topics that interest you.
Below the widget, you can see at one glance where your strongest and weakest points are: the worst and the best categories in the given period.
2. Distribution
We also show a more detailed view where you can see not only the rating and the number of reviews per category but also the distribution of sentiments across reviews.
Click on the number of mentions to see the actual reviews with highlighted sentiments. You can filter by the category you are interested in and see all the reviews where it was mentioned.
Manual Changes to Content Analysis
It is possible to make changes to sentiment labels. You can edit and delete the existing labels and create new ones. Every review has a blue button “Edit sentiment analysis” above the review text. Click on it, and a pop-up window will open where you can see the labeled text. Label is color-coded. Each category has a color that defines the border of the label. The background color reflects the sentiment: green for positive, grey for neutral, and red for negative.
If you would like to change a label, first select it by clicking on it, then choose the correct category and/or sentiment, apply the changes, and click Save. To delete a label, select it first and then click Delete and Save. If you would like to add a label, highlight a phrase with your mouse, choose the relevant category and sentiment and click Create. You will see that a new label appeared. Then click Save.
This function is not available to users with read-only permissions.