Birdeye’s Sentiment Score analyzes reviews and surveys across locations to gauge customer feelings about your business.

With this score, you can:

• Identify key areas of focus
• Uncover trends in customer feedback
• Prioritize improvements that matter most

Turn insights into action and create experiences that meet and exceed customer expectations.

TO VIEW SENTIMENT SCORE INSIGHTS 

Navigate to the Insights AI tab on the left-hand navigation rail and click on it to open the dashboard view.

Now, click the Sentiment drop-down arrow to display all the sub-tabs beneath it. Click 'By location' from the dropdown list.

In the Sentiment widget, you will see your score displayed prominently.

OVERVIEW OF THE SENTIMENT SCORE

The Sentiment Score reflects customer sentiments about your business by analyzing feedback from surveys and reviews across locations. 

The score change for a given period appears to the right of your Sentiment Score.

Score Indicators

• 0-45 (Red): Needs significant improvement
• 46-75 (Yellow): Moderate performance
• 76-100 (Green): Good online health

The +3.5 indicates the change in the Sentiment Score over the selected period (e.g., the last 90 days). In this example, the score has increased by 3.5 during that timeframe.

INDUSTRY BENCHMARKING

The Sentiment Score also allows you to benchmark your business performance against your industry. In the same widget, you will notice:

• A 'You' symbol representing your score
• The industry average, calculated by aggregating scores from businesses in the same industry

Using advanced AI models tailored for specific industries, the system analyzes all mentions to calculate the sentiment, placing greater emphasis on positive feedback.

KEY COMPONENT OF THE SENTIMENT SCORE 

Mentions: Mentions track how frequently customers reference specific categories in reviews and surveys. The Sentiment Distribution bar provides a clear breakdown of all mentions, offering a quick overview of customer sentiment.

FILTERS FOR CUSTOM INSIGHTS

Use the Filter button to customize and view specific insights. Filters can help you analyze data for locations, survey names, review sites, categories, or customer demographics.

To learn how to set up categories, please refer to this article: How do I create Categories?

Let’s take a closer look at the charts.

DOWNLOAD, EMAIL AND SHARE REPORT

Click on the 'Actions' dropdown menu to view the number of options. 

• Download: You can download the entire report in Excel and PDF formats.
• Email: Send the report, in PDF and XLS formats. 
• Schedule: Schedule the report, via email in both PDF and XLS formats. 

Sentiment Score by location

Summary AI

Accelerate decision-making with AI-powered summary reports. Gain instant, detailed insights through AI-generated summaries and actionable recommendations, helping you prioritize key areas for improvement and drive business success faster.

Sentiment Score over time

It tracks changes in your score over any specified period and compares your performance against industry averages.

On the right side, you can click the button to select different chart types or layouts, such as horizontal or vertical. You can also scroll down to view the data in a table format. This allows you to see the same information presented in various ways for a specific date.

Hover over three dots to download, email, and schedule the report. 

Sentiment Score-view by location

You can compare Sentiment Scores across different locations to identify top performers and areas needing attention. This detailed view explains strong and weak categories and their complete distribution.

To dive deeper into the analysis, click on any location to explore further and understand the sentiments.

Category Sentiment Score - view by location

You can compare Sentiment Scores across different locations based on categories. This detailed view helps you distinguish between high-performing and low-performing categories.

Use the Search icon to look up any location. 

To explore further, click on any location to dive deeper into the analysis.

It provides a detailed view of a specific location's Sentiment Score, displaying scores by category, source, themes, and snippets.

Sentiment By Category

Compare your Sentiment Score across various business categories. The Sentiment Score is represented using the following indicators:

• Green background (76-100): Represents a high volume of positive Sentiment Scores.
• Yellow background (46-75): Represents a medium volume of Sentiment Scores.
• Red background (0-45): Represents a low volume of Sentiment Scores.

Below the categories, you can click the button to select different layouts and view the same information presented in various ways.

You can also hover over to view the detailed Sentiment Scores for each category. For example, the image below displays the scores for the 'Food' category.

It provides you with an AI summary of the categories. Scroll down to view each category’s sentiment score, mentions, and distribution. You can also click on any category for a detailed view.

Scroll down to view the top and bottom-performing locations of categories. You can also download the report by hovering over the three-dot icon.

As you scroll down, you'll see the top themes and snippets of categories.

Themes – This word cloud highlights frequently mentioned topics in your customer feedback, color-coded by sentiment.

Snippets – Snippets present review data in a simplified format, allowing you to quickly manage and respond to customer feedback.

Sentiment by Sources

Sentiment Score by Source analyzes customer feedback based on different platforms, such as online reviews and surveys. It helps you understand how sentiment varies across each source, to identify trends and address specific areas of concern or praise on different channels.

The drop-down arrows next to the metrics allow you to sort the data in ascending or descending order for quick analysis. Additionally, you can explore detailed insights for each source by clicking on it, enabling a deeper understanding of the data.

Themes

Navigate to the 'Themes' section, where you will see green, yellow, and red-colored circles containing keywords. You can also find an overall summary of customers' feedback. The green color indicates positive feedback, the yellow represents neutral feedback, and the red signifies negative feedback. The first section under 'Themes' will cover a summary and keywords for your brand.

Hover over a specific keyword to see its associated summary and total number of mentions. Click on a keyword, such as 'Average Experience,' from one of your themes, and you’ll be redirected to the Snippets page, where you can view reviews related to that keyword.

Snippets

Alternatively, you can visit the Snippets page by clicking the 'Snippets' tab.

You will view a word cloud. Click on a specific word to view the reviews associated with it.