Sentiment Search

The Sentiment Search product, developed by Sentiment Search Limited, is a software solution designed to provide review insights, competitor benchmarking, and feedback collection specifically tailored for the hospitality industry. According to the vendor, this solution is aimed at small to large businesses in the hospitality sector, including marketing teams, operations teams, and guest experience teams in hotels and restaurant chains.

Key Features

Comment Grouping: Sentiment Search utilizes AI technology to break down reviews into sentences and tag each sentence with a category, subcategory, and sentiment. This feature allows businesses to easily view comments associated with different categories and subcategories, potentially identifying areas that may require extra attention. Additionally, it enables benchmarking of performance against competitors.

Unmatched Competitor Analysis: The vendor claims that Sentiment Search provides valuable insights into why competitors may have higher ratings. This AI-powered tool ranks vegan menus across cities or countries, identifies trending dishes in specific areas, and compares overall brand Net Promoter Scores (NPS) with the competition. The vendor emphasizes that this competitor analysis is specifically designed for the hospitality industry.

Day-to-Day Insights: Sentiment Search provides General Managers (GMs) with a daily list of insights, highlighting areas of concern and identifying potential issues with food. The tool also allows for benchmarking of every step of the service process, helping businesses identify critical comments that require immediate attention and damage control. According to the vendor, GMs can compare their weekly performance against local competitors using this feature.

Macro Insights: This feature offers higher management a comprehensive snapshot of the brand. Sentiment Search identifies underperforming venues, provides industry-specialized trends, and tracks the shift in sentiment after staff changes, menu modifications, or refurbishments. The vendor claims that these macro insights can assist businesses in making informed decisions and driving overall improvement.

Brand Comparison: Sentiment Search allows businesses to benchmark their brand against competitors. This feature compares overall NPS, customer loyalty, sentiment (including specific dishes), review volume, review reply rates, and overall ratings. The vendor states that this feature provides businesses with a comprehensive understanding of their market position and potential areas for improvement.

Predicted Ratings and Revenue Increase: According to the vendor, Sentiment Search identifies the potential negative impact of each category on online ratings. It helps businesses prioritize actions that may improve online ratings and enhance the customer experience. Additionally, this feature provides insights into potential revenue increases resulting from specific actions or fixes, aiding businesses in making data-driven decisions.

Comprehensive Feedback Collection: Sentiment Search allows businesses to create customized and branded feedback forms, which can be integrated with their point-of-sale (POS) systems or mobile apps. This feature provides dish-by-dish insights, allowing businesses to pinpoint items that may need attention and optimize their menus based on data-driven decisions. The vendor claims that Sentiment Search consolidates all review and feedback insights under a single dashboard for easy access and analysis.

Track Every Source: With Sentiment Search, businesses can aggregate reviews and posts from every review, social, and delivery platform. This feature provides comprehensive insights tailored to the hospitality industry. Additionally, it offers real-time alerts for negative reviews and the ability to collect feedback and contact details using customizable and branded forms.

Unmatched Competitor Benchmarking: Sentiment Search allows businesses to benchmark every aspect of their operations with competitors. This feature provides unprecedented detail in benchmarking, enabling businesses to respond to reviews on major platforms directly from one dashboard. The vendor also claims that Sentiment Search sets up automated replies, streamlining the customer engagement process.