Making Sense of Sentiment
One of the key reasons why brands are looking at DigiDesk to manage Trustpilot reviews is the real-time analytics and sentiment analysis. We have widgets that track review scores, sentiment, key topics, and word clouds and monitor every review.
But, when we’re asked by clients how to improve review scores, we often start by looking at what keywords are driving positive and negative sentiment. This helps brands understand where to focus on service-level improvements, which should lead to higher review scores.
Keywords Driving Positive Sentiment
DigiDesk offers powerful analytics, that can drill down into the verbatim comments of reviews and help analyse those keywords that are driving sentiment. Here is a quick example, looking at which keywords are driving positive sentiment within our test data.
With our fairly rudimentary test data, we can see Thanks, Great, Good, Helpful, Happy, Recommend and Excellent are the most common positive keywords to drive both positive sentiment and 4 & 5 star review scores. We can do a similar exercise with live client data.
Keywords Driving Negative Sentiment
In terms of the keywords that are driving negative sentiment, once again, we can easily switch the filters and analyse the data. Here, we see common negative keywords such as Poor, Unhelpful, Rude, Complaint, Unhappy and Shocking driving the negative sentiment.
DigiDesk is a very flexible platform, which allows you to monitor your Trustpilot reviews in real-time. But, one of the key areas is being able to quickly and easily cut into that data and generate powerful insights to take forward into overall service improvements.
You can set up multiple real-time wallboards within Analysis for monitoring and comparing different brands, products and services. And there are dozens of powerful reports that can help analyse the data further and track performance improvements over time.
To arrange a quick 20-minute demo of our Trustpilot integration, please get in touch with us here.
