The Sentiment Report gives a detailed overview of the most common words/topics in your feedback and how these areas are trending. You can read below the image how to interpret the report, and how mentions are calculated. The bigger a word is, the more often it is mentioned and the definitions of the colours are: grey (neutral), green (positive), red (negative). The Sentiment Report differs from the Word Cloud (Reputation tab) in two ways:
- The Report can give you combined results from the email guest survey and online reviews (or a separate ones) using Data Sources.
- Clicking on a word in the cloud or the table will redirect the user to the Feedback tab where all feedback with that mention will be shown
Topic: showing the most common words divided into certain areas.
Score: calculated by number of positive mentions compared to number of negative mentions.
Mentions: number of mentions during the chosen time period in the right side column, e.g. Last 3 months.
How are mentions calculated? An area/word is only counted once per guest and review, so even if a guest mentions ‘bad restaurant’ six times, it only counts once.
Positive/Neutral/Negative Mentions: displays the number of mentions during the chosen time period and the percentage it makes up of the total within the area, e.g. 61,3% of F&B mentions during the last 3 months have been positive.
Trend: displays how the score has developed during the chosen time period
Distribution: graph displaying the distribution of positive, neutral and negative mentions