The Review Insights page

This feature is part of the Insights add-on module.

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The Review Insights page on your Trustpilot Business account displays dashboards that allow you to analyze reviews, identify trends, and manage your insights data.

The Review Insights page uses machine learning technology to detect topics, trends, and sentiments within your business’s reviews. Manage the page from your Trustpilot Business account by navigating to Reviews > Review Insights.

Filter the Review Insights page

Before you analyze the Review Insights page, be sure to apply filters to sort and specify your data.

Note: The page automatically displays results within a 4 week date range. Multiple filters can be applied at the same time.
  1. From your Trustpilot Business account, navigate to Reviews > Review Insights.
  2. Click Date or Tags. Choose a filter, then click Apply.
  1. To filter results for a specific topic, click a topic on the Topics Overview.
  2. Search for a specific keyword in the search bar, or select a filter for Date, Tags, Star rating, and Sentiment. Click Apply.
Note: If you select more than one tag to filter with, reviews will only be filtered by one of the tags. For example, if you filter with tags A and B, you'll see reviews that have tag A, and reviews that have tag B. You won't see reviews that have both tags A and B.

Topics Overview

The Topics Overview section lists the topics we’re currently tracking for your business and their corresponding details.

  • Topic. Our machine learning algorithm sorts through millions of reviews to find clusters of related words. Those clusters are then used to shape and define a topic.
  • Sentiment Score. Each topic has a Sentiment Score. When the algorithm detects one of your topics mentioned in a review, we run that sentence through our sentiment model which labels it positive, negative, or neutral.
Note: Our sentiment model is retrained periodically for improvement, so scores may change over time.
  • Reviews. The number of reviews mentioning the topic within the date range.
  • Indicator. The performance of the topic compared to the previous equivalent date range.
  • Latest example. The most recent example of the topic within one of your reviews.

Go from 4-stars to 5-star reviews

This section displays your business’s most recent 4-star reviews with a negative Sentiment Score. Analyze them to get actionable insights on what kept them from becoming 5-stars.

Topic mentions per star rating

This section displays sentiment heat maps that show the distribution of positive and negative mentions of your topics across 1 to 5-star reviews. Analyze them to identify your business’s strengths, weaknesses, and points of friction where a sentiment contradicts a review’s Star rating. Click a cell to be redirected to its corresponding page for the subset of reviews.

Single Topic Overview

Each Single Topic Overview displays a breakdown and details about a specific topic. From your Topics Overview, click a topic to view its Single Topic Overview. Under Topic performance, you’ll find metrics and visuals related to the topic.

  • Sentiment Score. The Sentiment Score for the topic’s reviews within the date range.
  • Number of reviews.The number of reviews mentioning the topic within the date range.
  • Indicator. The performance of the topic compared to the previous equivalent date range.
  • % of all reviews. This percentage compares the currently selected subset of reviews to your total number of reviews within the date range.
  • Sentiment score over time. This chart displays the Sentiment Score for the topic at daily, weekly, or monthly intervals within the date range. The intervals are chosen based on the date range. Hover over a data point to view the Sentiment Score and Number of reviews it’s based on.
  • Sentiment per Star rating. This chart displays the number of times the topic was mentioned in reviews within the date range, and whether it was in a positive, negative, or neutral way.

Reviews

This section within the Single Topic Overview lists all reviews related to the topic. Use it to find the best review examples to illustrate insights and trends. We highlight all the sentences in the review that our algorithm has associated with the topic. The highlight color represents the sentiment (green for positive, red for negative). Within a review here you’ll find:

  • Topics. If a review mentions additional topics, you’ll find several topic buttons beneath the review text.
  • Flag as misclassified. Click this button within a review to inform Trustpilot if one or more of the topic classifications is incorrect.
  • Export. To download these reviews as a CSV file, including topic and sentiment information, click Export.

Manage the Review Insights page

In addition to analyzing your Review Insights page, you can also create, edit, and delete topics, as well as manage monthly reports.

Create a custom topic

By default, Review Insights provides a list of Trustpilot-curated topics. But you can also create your own custom topics to tailor insights more specifically to your business or industry.

  1. From your Trustpilot Business account, navigate to Reviews > Review Insights. Click + Add topic.
  2. Under Add keywords to include in your topic, enter keywords or phrases that you’d like to be associated with the topic. Enable the Advanced toggle to exclude reviews with specific keywords you don’t want to include for the topic.
Note: Accepted characters are A-Z and 0-9. Keywords must be separated by a comma.
  1. When you enter a keyword, a Topic preview appears showing the volume of reviews that match one or more of the keywords from the last 6 months. You can also see Recent Reviews mentioning your keywords. Use them to estimate the review volume you can expect from the topic.
  2. Click Save keywords. Under Topic details, enter a Topic name and Description, then click Save topic.
  3. You’ll be taken to a new page, your topic’s Single Topic Overview, where a confirmation message will appear.

Edit or Delete a topic

You can edit or delete your topics at any time.

  1. From your Trustpilot Business account, navigate to Reviews > Review Insights. Click the topic you want to edit or delete.
  2. In the upper right-hand corner, click Edit this topic.
  3. To edit the topic, enter your changes and click Save topic. A confirmation message will appear.
  4. To delete the topic, click Delete topic. In the dialog box, click Yes, delete. A confirmation message will appear.

Enable monthly reports

The Review Insights monthly report is sent via email to admin users for your Trustpilot Business account. Enable the report to receive selected statistics and insights based on an automated analysis of your last month's reviews.

Note: In order to create a monthly report, your business must have collected at least 100 reviews in the month covered by the report.
  1. From your Trustpilot Business account, navigate to Settings > Email notifications.
  2. Check the box next to Yes, I’d like to receive Review Insights digests, then click Save changes to confirm.

Create a custom monthly report

To supplement the Review Insights monthly report, you can also create your own custom email report.

  1. From your Trustpilot Business account, navigate to Reviews > Review Insights.
  2. Click Export in the upper right-hand corner of the page. In the drop-down menu, click Email report.
  3. On the next page, choose the date range you want to export from, then click Next.
  4. Under Select topics, check the box(es) of the topic(s) you want to export, then click Next.
  5. Under Select recipients, check the box(es) of the email address(es) you want to send the report to, then click Send report. A confirmation message will appear.
Note: Can take up to 30 minutes to receive a report via email.

Disable monthly reports

Don’t want to receive monthly reports anymore? No problem. You can disable them at any time.

  1. From your Trustpilot Business account, navigate to Settings > Email notifications.
  2. Uncheck the box next to Yes, I’d like to receive Review Insights digests, then click Save changes to confirm. 
Note: You can also click the unsubscribe link within the monthly report email to disable.