In this article you will find answers to the following frequently asked questions:
- How is the Sentiment score determined?
- How is the overall sentiment score calculated and interpreted?
- What are the numbers that appear in a category tile?
- What contributes to the size of a topic in the word cloud?
- What is the order of the topic tiles that appear on the Overview report?
- How can I easily view the top five trending positive and negative category?
- Why is sentiment inaccurate at times?
- Is it possible to edit the sentiment score?
- What does “Not enough reviews to identify key words” mean?
- Can I view competitor information? Is it possible to view specific time periods? Can I filter by channel?
- Is sentiment analysis supported in other languages?
- How can I translate the sentiment categories?
Q) How is the Sentiment score determined?
A) Each word in a sentence receives a sentiment score that we then sum up and normalize the category score for the sentence. Finally, an overall score is generated ranging from 0-100. Read more about how Sentiment Score is determined here.
Q) How is the overall sentiment score calculated and interpreted?
A) The Overall Sentiment score is determined by taking the cumulative average of each individual category. The score ranges from 0 – 100 and can be interpreted as:
Very Positive: 78 - 100
Positive: 56 - 77
Neutral: 49 - 56
Negative: 24 - 48
Very Negative: 0 - 23
Q) What are the numbers that appear in a category tile?
A) For each category tile, you will find the category name, overall sentiment score for the selected period and the percentage increase/decrease since last time period. You will also see the number of reviews that category was mentioned in that specific time period.
Q) What contributes to the size of a topic in the word cloud?
A) Trending topics are visualized as a dynamic word cloud to surface the most important issues that need attention. The size of the word represents the relative review count, while the color indicates the average sentiment score. So, the larger the font, the greater the significance.
Q) What is the order of the topic tiles that appear on the Overview report?
A) The first row of topic tiles are the top 3 topics that experienced the greatest percentage change in sentiment as compared to the previous period, and are arranged in descending order from left to right. These topics are tagged with the trending icon, which can be upward or downward. The subsequent topic tiles are based on the volume of sentiment reviews within each topic, and are arranged in descending order from left to right.
Q) How can I easily view the top five trending positive and negative category?
A) The second sub-tab is the Topics report. Click there to view a report that provides you with your trend performance over time and a list of topics, including a breakdown of the sentiment metrics for each topic. Use the arrows next to the sentiment metric in each column to sort the data to view your top 5. In order for a Sentiment to qualify into the "What's Trending" module, the same sentiment would need to be mentioned at least 5 or more times for the selected time period.
Q) Why is sentiment inaccurate at times?
A) Occasionally, the subjective nature of a review or colloquial syntax will cause the incorrect categorization of sentiment. In most cases our scoring will be correct, and in aggregate our sentiment analysis will provide extremely valuable and actionable intelligence, but there may be some instances where the text analytics has picked up on certain words in a review, which could affect the sentiment score incorrectly.
Q) Is it possible to edit the sentiment score?
A) As an administrator of the Revinate account, you will see the ability to edit the sentiment of any review under the "Sentiment Anaylsis" > "Reviews" tab. To change the sentiment, select the edit icon. A pop-up will appear allowing you to click and drag the topic (such as "Facilities > Surrounding Area") to a different sentiment category. For example, if the surrounding area mention is actually very positive, simply drag it from the "negative" category and drop it into the "very positive" category. Lastly, click save.
This process can be completed for any mention, at any time.
If you do not see the option to edit the sentiment, please contact our support team or your account administrator.
Q) What does “Not enough reviews to identify key words” mean?
A) This messaging occurs when there have not been enough reviews to identify key words within a topic category.
Q) Can I view competitor information? Is it possible to view specific time periods? Can I filter by channel?
A) Absolutely! Using the filters at the top of your Sentiment Analysis landing page, you can easily view Competitor sentiment, adjust dates, and view sentiment from specific review sites.
Q) Is sentiment analysis supported in other languages?
A) Sentiment Scoring is native to 9 languages: English, Spanish, French, German, Italian, Simplified Chinese, Japanese, Portuguese and Dutch. Sentiment is scored natively in the original language in which the review was written and rolled up into the overall score for each topic or category.
Q) How can I translate the sentiment categories?
A) At this time, we do not have a translate option available within the sentiment report. However, you can locate the review within your All Reviews stream and use the translate button there.