Insights - Topics

A topic represents a group of synonymous or highly correlated keywords mentioned in your customer reviews.

For example, the keywords 'Shipping', 'Shipment', 'Ship', 'Delivery', etc. may be represented as 'Shipping' in your list of topics. If a topic had three or more mentions, you'll be able to see hover over the topic to see which keywords are associated with each topic.

Note: Keyword grouping may vary from account to account.

Each topic is then assigned a sentiment score and includes associated opinions and products. The total number of topics available per the selected date range and filter(s) is displayed at the top of the Insights dashboard.

Opinions reflect customer sentiment towards a particular topic. Opinions are classified as Positive or Negative based on the customer sentiment for that topic. Neutral opinions may result in inconclusive or undetermined sentiment. 

Note: The number of opinions only refers to opinions found in organic reviews. Grouped or syndicated (cloned) reviews are excluded from the opinion count. 

Product reviews are analyzed to identify key topics mentioned in reviews. The products column refers to the number of products which had the topic mentioned in their reviews.

Note: The product count does not include products with cloned reviews (e.g. grouped products or syndicated reviews).

Sentiment score is calculated by subtracting the percentage of negative opinions from the percentage of positive opinions mentioned per topic (similar to Net Performer Score/NPS).

The scale of sentiment score ranges from -100 to +100 where -100 is the most negative topic sentiment, +100 is the most positive topic sentiment. Like the star-rating distribution (1-5 stars), most topics have a positive sentiment score.

Note: Topics associated with a low number of opinions may result in a statistically insignificant Sentiment Score.

Sentiment Change compares the change in a topic's sentiment score between two date ranges. The difference of the two scores is represented as the sentiment change per the selected date range. For example, if your date range is set to Past Month, the sentiment change will reflect the change in sentiment when comparing data from the past month to the month before it.

Note: Sentiment change may appear as N/A in cases where there is insufficient data to calculate the sentiment score.

Track the topics that interest you the most by adding them to your Favorites.

Topics can be added to or removed from Favorites by simply clicking on the star icon.

Overview data includes the topics, sentiment, industry benchmark, and opinions displayed in the main Insights dashboard. To export overview data:

1. Access the main Insights dashboard.
2. Click Export adjacent to the Search bar at the top of the page.

Sample exported data and metrics:

1. Click the relevant topic.
2. In the topic opinion breakdown, click Read All Reviews.
3. Click Export.

1. Click the relevant topic.
2. In the topic opinion breakdown, click Read Reviews.
3. Click Export.

• Topic: Shipping
• Topic Sentiment Score: 93
• Opinion (sentence) : very satisfied with the ease of ordering and quick shipping
• Opinion Sentiment: Postive
• Review Date: 11.19.2017 
• Review Title: Very satisfied with the ease
• Review Content: Very satisfied with the ease of ordering and quick shipping....
• Review Star Rating: 5
• Product Name: Athletic T-Shirt
• Product ID: 234545
• Reviewer Email: joe@reviewer.com
• Reviewer Country: US
• Reviewer State: CA
• Source URL: http://www.yourstore.com

Unavailable data is represented as N/A within the relevant cell.

The Date picker allows you to filter insights for a specific date range by the date the review was submitted. Choosing a custom date range will display insights only for the date range specified.

You may define a custom date range using the calendar, or select one of three predefined ranges:

• Past Month
• Past 3 Months
• Past Year

Filter by Products to refine searches for a specific product or a group of products.

This is a great way to identify specific issues affecting products, make strategic decisions about your product catalog, and track the performance of a newly launched product(s).

To filter by specific product, simply search for the relevant product within the products filter and click on the relevant match or matches. You can search for multiple products and each product you click will be added as a filter tag.

For example:

The Insights dashboard will adjust in real-time to reflect your search criteria.

If you'd like to remove a product from your search criteria, simply click the small

When clicking the Products filter, you'll see the top 100 most reviewed products, but you can search for any product that has at least 1 review within the date range specified.

Products are sorted by the volume of associated reviews (in parenthesis) per product with the most reviewed products appearing first. For example, the product Plain White T-Shirt (23)has 23 associated reviews and will be sorted in descending order by most reviews to least reviews.

Filter products by one or more product collection to get insights on specific collections or compare the performance of multiple collections. Product collections may also be referred to as 'categories' and may include similarly grouped products by category, season, type, sale, etc.

Note: New product collections may be created via product catalog import.

If you're missing the Product Collections field in your product catalog, please contact your Yotpo representative for assistance.

Filter by Reviewer Location to identify product and service-related issues for specific geographic locations. Reviewer locations are listed in descending order by review volume and you may filter by multiple locations at a time. To add a location, click on the desired location from the drop-down list or search for specific locations using the search bar.

Note: Reviewer location is based on the IP address of the reviewer at location and time the review was submitted. As such, reviewers who have enabled a VPN service may be not be represented accurately.

Important: Filter for reviewer location by state reflects data collected as of May 2017. 

As such, filtering by date prior to May 2017 may not return data for your search.

You'll see the Source filter if you've enabled content syndication for your store. This filter allows you to get insights from a specific store or choose All Sources to aggregate insights from all of your stores in one place.

The Minimum Opinions filter allows you to define the minimum number of opinions associated with a product using the +/- buttons or by manually entering the number of minimum opinions. As topics with fewer than 10 opinions are statistically insignificant, they will not be displayed.

For example, if you've set Minimum Opinions to 20, topics with 19 or less associated opinions will not be displayed.

Search results return matches by topic name within the applied filters (e.g. date or minimum opinions). For example, if you've selected Past 3 Months, only search results within the last three months will be returned.

1. The first section returns the first three textual matches for the search criteria.
2. The second section (Related Results) returns up to three topics that are related to the search criteria based on keywords they keywords that are grouped with the topic. 
   1. For example, if you search for delivery you may also see results for shipment as the shipment keyword is grouped with delivery. Searching for ship can return the topic cost which may contain the keyword shipping cost. 
3. The third section, See all results, will return all the relevant search results including any related topics.

Note:Topics with very few opinions will not appear in topic search results.

Sort insights in your dashboard by highest or lowest sentiment or opinions. You can also sort topics alphabetically by topic name or select Most Relevant (default) to see topics with the most extreme sentiment score polarity or number of mentions in reviews.