The Sentiment Report provides a structured overview of the most frequently mentioned topics in your guest feedback, along with how sentiment around these topics develops over time.
Each topic is visualized based on frequency and sentiment:
Size of the word → how often the topic is mentioned Color coding:
- Green = Positive
- Red = Negative
- Grey = Neutral
Key differences from the Review Sentiment (Word cloud)
The Sentiment Report differs from the Word Cloud in two main ways:
- Data Sources: You can combine or separate data from guest surveys and online reviews.
- Drill-down capability: Clicking on a word (in the cloud or table) takes you directly to the Feedback tab, showing all related feedback entries.
Understanding the Metrics
Topic
Represents commonly mentioned themes, grouped into relevant categories.
Score
Calculated by comparing the number of positive mentions to negative mentions for a given topic.
Mentions
The total number of times a topic is mentioned during the selected time period (e.g. Last 3 months).
Important:
A topic is only counted once per guest/review, regardless of how many times it appears within that feedback.
Example: If a guest mentions “bad restaurant” six times, it counts as one mention.
Positive / Neutral / Negative Mentions
Displays:
- The number of mentions per sentiment
- The percentage distribution within the topic
Example: 61.3% of F&B mentions during the last 3 months are positive.
Trend
Shows how the sentiment score for a topic has developed over the selected time period.
Distribution
A visual breakdown of how mentions are distributed across positive, neutral, and negative sentiment.
Adjusting Sentiment in Feedback
If you believe a piece of feedback has been assigned the wrong sentiment, you can manually update it in the Feedback tab.
This is useful if:
- A comment is incorrectly marked as positive/negative
- The tone is more neutral than detected
- The topic classification needs adjustment
How to update sentiment:
- Open the feedback item in the Feedback tab
- Click on the sentiment label
- Update:
- Sentiment
- Topic (if needed)
- Mark the feedback as Done
Updating sentiment helps improve the system’s accuracy over time and ensures more reliable insights in the Sentiment Report.