Overview

Review Insights is an AI-driven analytics feature that helps you understand how customers feel about your products. It analyzes your Product Reviews to identify trends, themes, sentiment, and performance shifts—giving you a powerful way to act on real customer feedback.

This feature is accessible from your dashboard and works in real time. Use it to uncover what’s working, what needs improvement, and how customer sentiment evolves over time.

⚠️ Note: Review Insights only includes Product Reviews. It does not analyze Company Reviews or Experience Survey responses.

Why Review Insights Matters

With Review Insights, you can:

✅ Spot emerging trends (positive or negative)

✅ Improve product descriptions and FAQs using real customer feedback

✅ Act on underperforming products before they hurt sales

✅ Double down on what your customers already love

How to Access Review Insights

Go to Dashboard > Review Insights
Select a date range:
- Last 7 days
- Last 30 days
- Last 3 months
- Last 6 months
- Last 12 months
Click Fetch Data to generate real-time insights
- Your results are cached until you refresh the page or fetch again

✅ Reported reviews are automatically excluded from analysis

Review Insights Breakdown

1. Highlights: Product Trends & Rating Changes

See which products have gained or lost favor with customers:

Top 3 Positive Trends: Products with the biggest rating increases
Top 3 Negative Trends: Products with the steepest declines

Each product card shows:

Product name
Average rating for the selected period
Change in rating (up or down)

💡 Actionable Step: Click “See What’s Working” or “What Needs Work” to open a detail drawer:

AI-generated Customer Sentiment Summary
Opportunities section (product improvement suggestions)
Most recent 3 reviews

⚠️ There’s no minimum review count required — even products with a single review can appear here

2. Trending Themes: Customer Feedback at Scale

This section surfaces common keywords from your reviews, grouped into AI-generated themes:

Understand what customers consistently mention (e.g., sizing, durability, shipping)
Identify both positive and negative patterns

💡 Use This To:

Update product descriptions and FAQs
Address recurring product issues
Highlight top features in your marketing

3. Sentiment Analysis: Visual Breakdown of Review Scores

A donut chart shows the breakdown of customer sentiment:

🟢 Positive Reviews (4–5 stars)
🟡 Neutral Reviews (3 stars)
🔴 Negative Reviews (1–2 stars)

Each segment includes exact review counts.

💡 Actionable Step: Track shifts in customer satisfaction over time.

4. Trends Table: Full Product Performance View

This section includes a sortable and searchable table of:

Product Name
Review Count
Average Rating
Rating Change (trend delta)

💡 Use This To:

Monitor long-term product performance
Quickly sort for under-performers
Compare trends across your catalog

Customization Options

Date Range Selector – adjust the timeframe for trend analysis
Exclude Reported Reviews – toggle on/off (excluded by default)
Search by Product Name – locate specific products
Sort by Rating Change – find top risers or sharp drops

Known Limitations

Only Product Reviews are analyzed (no Company or Survey reviews)
Data is fetched in real time and cached per session
There is currently no CSV export

Best Practices

Focus on products with large review volumes to get richer insights
Monitor trends monthly for early signals of performance changes
Prioritize updates based on AI-flagged Opportunities
Use Trending Themes to enhance product pages and set expectations

💡 Pro Tip for CS & Success Teams: Review Insights is a great prep tool before merchant calls. Use it to proactively identify product issues or highlight success stories.