Review sentiment analysis
Review sentiment analysis for every theme, not one score per review.
Most reviews mix praise and complaint. Falcon measures sentiment for each theme a review mentions, so you can see that customers love your staff and dislike your billing queue in the same week.
Updated
- Sentiment per mention, not per review
- Negative share by topic and month
- Mixed reviews counted both ways
Free review snapshot
See what your customers are saying, before you talk to us.
Tell us your brand. We read its public Google reviews and send back the themes customers raise most, with the quotes behind them.
- The themes customers raise most
- Where sentiment is slipping
- Real quotes behind each theme
No commitment. We use your details only to send your snapshot and follow up. Privacy policy
The problem
What gets in the way
One score hides the story
"Lovely staff, terrible queue" scores as neutral. The praise and the complaint both disappear.
Averages nobody can read
Sentiment of 0.21, down from 0.24. Is that bad? Which topic moved? Nobody in the business can say.
Positive overall, slipping underneath
A strong overall score can hide one topic getting steadily worse until it drags the rating down.
How it works
From every review to the next step
Split each review into mentions
Falcon identifies each theme a review talks about and the words that support it.
Score each mention
Each mention gets its own sentiment, so a mixed review counts as praise for one theme and a complaint about another.
Track negative share
See the share of negative mentions for every theme by month and store, and where it is rising.
What you get
What your team gets
Sentiment in every bar
Each theme, sub-theme and issue shows its positive, neutral and negative mix.
Negative share heatmap
Topics down one side, months across the top, negative share in each cell, small samples flagged.
The words behind the score
Open any cell to read the mentions that make it up, with the supporting quote highlighted.
See it on a sample workspace, or on your own reviews with our team.
FAQ
Frequently asked questions
What is review sentiment analysis?
It is identifying whether customers express positive, negative or neutral feelings in their reviews. Done by theme, it shows how customers feel about each part of the experience rather than giving one score per review.
Why sentiment by theme instead of by review?
Most detailed reviews mention several things, often with different feelings. Scoring each theme separately keeps both the praise and the complaint, and shows which topic is changing.
What is negative share?
For a theme, the share of its mentions that are negative. It is easy to explain and compare across stores and months, unlike an average score.
How accurate is it?
Every label Falcon assigns is backed by the exact words in the review that support it, and you can open those reviews to check. Reviews too short to carry a topic are marked unclear rather than guessed.
Which review sources does Falcon cover?
Google Maps reviews of your stores and Google Play reviews of your app.
Free review snapshot
See what your customers are saying, before you talk to us.
Tell us your brand. We read its public Google reviews and send back the themes customers raise most, with the quotes behind them.
No commitment. We use your details only to send your snapshot and follow up. Privacy policy