Executive Summary ▼

High-level overview of review health — total volume, average rating, negative count, unanswered reviews, and risk level at a glance.

Review Volume & Ratings ▼

How many reviews were received each month and what customers rated the business — tracks whether review volume and satisfaction are improving or declining.

Customer Service Complaints ▼

Reviews mentioning slow response, rude staff, unhelpful support, or being ignored — tracks how customer service perception is changing month over month.

Response Gaps ▼

Reviews that received no reply from the business — every unanswered review is a missed opportunity to resolve issues, retain customers, and show responsiveness.

Review Categories ▼

Reviews are categorized by topic based on their content. Each review can belong to multiple categories. Positive and negative sentiment is determined per category.

Sentiment by Category

Category Breakdown

Category Trends Over Time

Escalation Risk ▼

Reviews containing legal threats, chargeback mentions, social media warnings, or regulatory complaints — high-risk signals that need immediate attention.

Churn Signals ▼

Language indicating customers may leave ("never buying again", "switching to competitor") vs. loyalty signals ("will order again", "always reliable") — measures customer retention risk.

Financial Impact ▼

Reviews mentioning refund demands, chargeback threats, lost sales, or regulatory action — direct signals of revenue at risk that could be prevented with faster support.

Negative Sentiment & Emotions ▼

Breakdown of negative, neutral, and positive reviews with detected emotional patterns (frustration, anger, disappointment) — reveals the emotional temperature of your customer base.

Delivery & Shipping Complaints ▼

Reviews about late deliveries, damaged packages, wrong items, or shipping origin concerns — a key driver of negative reviews in e-commerce.

Returns & Refunds ▼

Reviews about return difficulties, refund delays, or unauthorized charges — unresolved return issues are a top reason customers abandon a brand.