Smart Insights helps you monitor and analyze customer feedback trends by showing review rating history both globally and at the location level.

It includes two key widgets available on the Dashboard and in the Excel export file:

1. Reviews Analysis
2. Average Rating Activity

Reviews Analysis:

This widget displays up to the top 100 most frequently mentioned words in reviews, along with:

• The percentage of reviews that mention each word.
• The average rating of reviews containing that word.
• A ▲ or ▼ symbol indicating the change in review percentage or rating compared to the previous period (based on the selected time range, such as 30 days or 12 months).

Each row in the widget is clickable and redirects you to the Inbox (under the Review Management tab), where all reviews containing that word within the selected time window are shown.

Key Features:

• Stemming: Words with the same first four characters are grouped. For example, "Book", "Booked", and "Booking" are grouped under "Book".
• Sorting: You can sort the list by either review percentage or average rating (ascending/descending).
• Review Count: Only reviews containing both text and a rating are analyzed.
• Minimum Requirements:
  • At least 2 qualifying reviews are required to display results.
  • A word must appear in at least 2 reviews to be included.
• Language Filtering: Non-meaningful words are blacklisted based on the location's country language and English (by default).
• Manage Words: You can search for, create, and delete words.

Average Rating Activity

This widget shows a graph tracking the evolution of the average rating received in reviews over a selected time range.