Numerical scores can only tell you so much about your guest experience – understand guests’ sentiments and emotions with advanced sentiment reports.
Your sentiment reports show an algorithmic artificial intelligence (AI) analysis of written comments in guest reviews. Guests’ comments are analysed for both sentiment (positive, neutral or negative) and emotion (anger, fear, joy, sadness, or disgust). A word cloud of words that occur frequently in comments is also generated, with words colour-coded according to the sentiment that they appear frequently in conjunction with.
How to find your Sentiment Reports:
- Log in to your GuestRevu account at https://my.guestrevuapp.com/
- Select the property that you would like to see the sentiment data for
- Click on Sentiment
- From the dropdown you can select to view a sentiment overview, or view sentiment analysis by comment field
The Overview tab will show you an overall analysis of the sentiment of all the comments you have received, whether they came from an online review source or from your GuestRevu feedback surveys
We then determine whether the overall sentiment of the comments were positive, negative or neutral, and what emotions were detected in the comments – Anger, Sadness, Disgust, Fear and Joy.
Note: to find out more about how sentiment analysis works and how we determine which sentiments and emotions are present in reviews, please see the article “What is sentiment analysis, and how is it applied to my reviews?”
The word cloud report (above) is generated by analysing which words appear most frequently in guests’ comments. Words displayed in a larger font appear more often than those shown in a smaller font, allowing you to see what guests are commenting about most often.
Words are also shown in a different colour according to the sentiment that they appear frequently in conjunction with (red for negative, grey for neutral, green for positive). This way you can quickly at a glance see what areas are doing well so you can highlight these in your marketing, or what areas are being commented on negatively and need attention.
Below this, there is a table that shows the overall sentiment and emotions detected in each of your reviews. This allows you to quickly see which reviews might need further attention or more detailed analysis of the comments to help you understand the guest experience.
The by comment report shows the primary sentiment and emotion detected in responses to specific questions. This allows you to quickly see how guests feel about your room, reception, highlight of their experience, etc. separately.
If you click on the “more” button on the right hand side of the screen (see above screenshot) you will be able to see the word cloud report and sentiment analysis shown in the Overview, but this time only as it applies to responses to that specific question.
If you have any questions regarding sentiment or come across a case where the sentiment of the review has been incorrectly categorised, please let our support team know by dropping an email to firstname.lastname@example.org.