How to use the Sentiment report in ReputationStacker
ReputationStacker's Sentiment report uses Natural Language Processing to evaluate the sentiment of your reviews. This takes all the qualitative customer feedback from your reviews and turns it into quantitative data, making it easy to:
- Discover positive & negative trends
- Compare customer sentiment by location
- Use the voice of your customers to take action
How to set up the Sentiment report
When you first go to the sentiment report you'll need to set it up. Click this button to add some categories:
Sentiment Categories are general aspects of your business that you want more insight into from your customers. Each category contains keywords (nouns) related to that category. For example, the category ‘Staff’ may contain these keywords: staff, employee, receptionist, manager, owner, agent, technician, etc.
Key Concept: Whenever a keyword appears in a review, the system's Natural Language Processing engine will determine if it is being referenced positively or negatively by the reviewer. For example, "delicious coffee" is positive, whereas "disgusting coffee" is negative.
In the modal that appears, click the '+Add a Sentiment Category' button to add your first category & keywords:
In the next step you'll enter the category name and keywords. For example you may enter ‘Food’ as the category name, and for keywords you may enter: food, salad, donuts, doughnuts, milk, coffee, etc.
Remember, the system will be looking for these keywords and determining if the customer's review mentions them positively or negatively.
If there are any keywords that you specifically want to block from sentiment analysis, you can add them to the block list, but most users leave that empty as the system is generally very good at only analyzing the keywords you add to the keyword list.
You can add additional categories & keywords by clicking the button at the top that says '+Add a Sentiment Category'. As you add categories, we recommend that you don't use the same keyword in more than one category.
When you've added your categories & keywords, you can choose to 'Run sentiment analysis retroactively' before clicking the 'Save' button. Choosing this option will apply sentiment analysis to previous reviews, whereas leaving it unchecked will only apply sentiment analysis to future reviews:
Click 'Save' to start the analysis. If you choose to run sentiment analysis retroactively it may take up to 24 hours for it to run fully. Once it has run, you'll see the Sentiment table.
How to use the Sentiment table
The Sentiment table is broken down into categories for each review profile. Each category for each review profile is assigned a letter grade from A+ (the best) to F- (the worst):
Click a letter grade under each category in the table to see detailed view of the reviews that contributed to the sentiment for that category:
Category keywords are shown at the top. The darker green they are, the larger the volume of positive mentions; the darker red they are, the larger the volume of negative mentions.
Click a keyword at the top to see reviews that include that keyword. On the left you see descriptors (adjectives) that describe the keyword (noun) that you clicked:
Click a descriptor to see reviews that include that specific descriptor along with the keyword you clicked previously.
Below the descriptors list you'll see 'Appearances by Profile'. Click that to see reviews for that specific keyword and/or descriptor for a specific review profile:
How to change, remove or add sentiment
ReputationStacker's Natural Language Processing engine isn't always perfect. You can change or remove sentiment by clicking on a sentiment snippet within a review. When you do this you'll see this modal appear:
You can add sentiment by highlighting any text snippet within a review, which will open this modal:
Be sure to highlight not only the keyword, but also the descriptor(s) that apply to that keyword.
When you do this you're also training the system, which helps it improve. As with every part of ReputationStacker, your data is always private and affects your account only. You won't be training the general model; you'll only be training your specific account.
Adding, updating, and deleting categories and keywords
If you need to add, update, or delete categories or keywords, click the gear icon in the upper right corner. That will open your report settings. Be sure to click the 'Save' button at the bottom of the settings modal to save any changes you make.