Sentiment Analysis (2026)

Understand what customers are really saying — across every location, theme, and review channel — without reading every review.

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Table of Contents

What is Sentiment Analysis? How to Access Sentiment Analysis Overview Tab Avg. Location Sentiment Trend & Score Star Rating & Mentions Sentiment Origins Theme Spotlight Sentiment Over Time Current Location Ranking Themes Tab Filtering Reviews by Sentiment Theme Cards (Left Panel) Review Panel (Right Panel) Legacy Tab Frequently Asked Questions

What is Sentiment Analysis?

Sentiment Analysis is an AI-powered dashboard inside Advanced Analytics that automatically reads and classifies your customer reviews. Instead of manually sifting through hundreds of reviews, you get a structured breakdown of what customers love, what they complain about, and how those themes are shifting over time.

The dashboard is organized around four tabs:

Overview — Your overall sentiment health at a glance
Themes — Deep dive into specific topics customers mention (food, staff, wait time, etc.)
Locations — Compare sentiment performance across your locations (coming soon)
Legacy — The previous version of the report for reference

✅ Who should use this?

Multi-location brand managers, marketing teams, and operations leads who need to understand customer experience trends at scale — without reading every individual review.

How to Access Sentiment Analysis

Log in to your Uberall account.
In the left navigation panel, click Analytics.
Scroll down the analytics sub-menu and click Sentiment Analysis.
Use the Filters bar at the top to narrow down by business, group, location, or directory.
Select a date range (e.g. Last 30 Days) to set the time window for all data shown.

💡 Pro tip on filters

You can filter by Business, Groups, Locations (searchable by name, identifier, zip, or address), and Directories. Applying a narrow filter — like a single location or directory — makes it easier to diagnose specific performance issues.

Overview Tab

The Overview tab gives you your overall sentiment health in one view. Here's what each section means:

Avg. Location Sentiment Trend & Score

The large number (e.g. 92) is your overall Sentiment Score — a 0–100 score calculated from the ratio of positive to negative reviews across all processed content. A higher score means customers are generally happier.

Below the score, Clientele Sentiment classifies the overall mood as Positive, Neutral, or Negative, along with a breakdown count (e.g. 1 Negative, 0 Neutral, 11 Positive).

📊 How is the Sentiment Score calculated?

The score is derived from a weighted formula comparing positive and negative review mentions. All negative reviews score 0 points, all positive reviews score 100 points, and the overall score is a function of the total number of reviews and their sentiment ratios. The maximum possible score is 100.

Star Rating & Mentions

The top-right panel shows your average Star Rating (e.g. 4.7) and total Mentions count (e.g. 12). Both include a % Change vs. the previous equivalent time period, so you can quickly see if you're improving or declining.

ℹ️ What counts as a Mention?

A Mention is any piece of review content that has been processed by the AI sentiment engine and assigned a definitive sentiment value (Positive, Negative, or Neutral).

Sentiment Origins

This panel shows which directories (Google, Yelp, Other) your reviews are coming from, with their counts and % change. This helps you understand which platforms are driving the most feedback.

Theme Spotlight

The Theme Spotlight cards give a quick snapshot of your key topic areas and their scores:

Theme	Score	What it means
Pricing and Value	100	Customers overwhelmingly feel your pricing is fair and offers good value.
Food	90	Strong positive sentiment around food quality and taste.
Service and Staff	89	Staff interactions are well-regarded; slight positive trend.
Facilities and Amenities	75	Generally positive but declining — worth monitoring.
Wait Time	50	Neutral to negative; customers have mentioned wait times as a frustration.

Sentiment Over Time

The line chart tracks the volume of Positive (green), Negative (red), Neutral (yellow), and Average Sentiment (dark line) across your selected date range. Use this to spot spikes — a sudden surge in negative reviews on a particular day often points to a specific incident worth investigating.

Current Location Ranking

Shows which of your locations are top-performing and which are low-performing based on their individual sentiment scores. Click into a location to understand what's driving its rank.

Themes Tab

The Themes tab is where you can understand the 'why' behind your sentiment score. Each theme represents a topic category extracted from review content by the AI model.

Filtering Reviews by Sentiment

At the top of the Themes tab, you can filter visible reviews by sentiment type:

Negative — reviews expressing dissatisfaction
Neutral — reviews without clear positive or negative signal
Positive — reviews with favorable language
Very mixed — reviews containing both strong positive and negative signals

Theme Cards (Left Panel)

Each theme card shows:

Theme name (e.g. Wait Time, Food, Service and Staff)
Score (0–100 circle) — the sentiment score for that theme
Sentiment label (Positive, Negative, Neutral)
Change — % change vs. the prior period (e.g. -33% means worsening)
Mentions — how many reviews mentioned this theme

You can sort themes by Score (Low to High or High to Low) using the dropdown above the theme cards. Clicking a theme card filters the review panel on the right to show only reviews related to that theme.

🔍 Using Themes for operational action

Sort themes by Score: Low to High to immediately surface the most problematic areas. A theme like 'Wait Time' with a score of 33 and -33% change is a clear operational signal. Click into it to read the actual reviews and understand the specific complaints.

Review Panel (Right Panel)

When you click a theme, the right panel shows the individual reviews that mention it, each labeled Positive or Negative. Reviews include:

Reviewer name and date
Location (address)
Full review text
Theme tags linked to that review (e.g. Food, Service and Staff, Wait Time)

You can sort reviews by Sentiment (Negative to Positive, or reversed) using the dropdown in the review panel header.

💡 Responding to reviews directly

Each review card has an envelope icon in the top-right corner. Clicking it will take you to the review response workflow so you can reply directly — without leaving the Sentiment Analysis dashboard.

Legacy Tab

The Legacy tab contains the previous version of the Sentiment Analysis report. It displays your data in an older format and is available for reference or comparison while teams transition to the new Overview and Themes experience.

Key components of the Legacy tab include the Sentiment Score gauge, Sentiment By Type breakdown (Positive/Neutral/Negative with % change), Trending Up and Trending Down theme panels, and the Sentiment By Location table.

📌 Note on the Legacy tab

The Legacy tab will eventually be sunset. We recommend using the Overview and Themes tabs for all active monitoring and reporting. The Legacy experience reflects the same underlying data — just presented differently.

Frequently Asked Questions

Q: How is sentiment determined?

A: The AI model reads the natural language of each review and assigns a sentiment value — Positive, Negative, or Neutral — based on the language patterns it detects. It also tags reviews with relevant themes (e.g. Food, Service and Staff, Wait Time) based on the topics mentioned.

Q: How is the Sentiment Score calculated?

A: The score is a 0–100 value based on the ratio of positive to negative reviews. All-negative reviews yield a score of 0; all-positive reviews yield 100. The formula accounts for the total volume and mix of sentiment across all processed reviews in the selected time period.

Q: What do the % Change figures mean?

A: All % Change values compare the current date range to the equivalent prior period. For example, if you select 'Last 30 Days', the change is compared to the 30 days before that. An upward arrow with +38% means that metric improved by 38% vs. the prior period; a downward arrow means it declined.

Q: Why do some themes show a dash (–) instead of a score?

A: A dash means there were zero mentions for that theme in the selected period. No reviews mentioned that topic, so no score can be calculated. This is expected for themes like Beverages or Covid Policy that may not be relevant to all business types or time periods.

Q: Can I see reviews for a specific location?

A: Yes. Use the Filters panel to select a specific location by name, identifier, zip code, or address. The entire dashboard — including scores, themes, and review feed — will then reflect only that location's data. You can also use the Locations tab (coming soon) for a structured side-by-side comparison.

📬 Spotted something missing?

If you're seeing unexpected gaps in your data, first check that your directory integrations are active and that your reviews meet the content requirements above. If issues persist, contact Uberall Support and reference the specific location, date range, and directory.

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