Illustrative review
One review can contain praise and criticism
“The staff was kind and explained everything clearly, but I waited almost 40 minutes after my appointment time.”
Positive: Staff and communication.
Negative: Wait time.
AI review analysis software
AI Review Sentiment Analysis and Voice of Customer Software
RightResponse AI turns written reviews from 100+ supported platforms into topic-level Voice of Customer intelligence for local and multi-location businesses. See what customers praise, criticize, and mention most often; compare % positive mentions across locations and time; then open the supporting phrases and full reviews. Give each team a clear improvement priority.
Compare locations. Identify priorities. Track customer feedback over time.
Analyze separate experiencesOne review can contain praise and criticism about different topics.
See % positive mentionsCompare customer satisfaction by topic, alongside how often it is mentioned.
Verify every patternOpen the phrases and full reviews behind the result.
Topic-level sentiment analysis
Your rating tells you how you’re doing. It doesn’t tell you what to improve.
RightResponse AI analyzes feedback by business topic, so managers can see what customers mention most often, which parts of the experience are working, and which need attention.
Start with topics tailored to your business
RightResponse AI develops categories and topics based on your business. Most companies use the set we provide. Your team can also modify it or supply its own topics to match your KPIs and the way you evaluate the business.
Analyze each review against those topics
RightResponse AI identifies the phrases that describe the customer’s experience with your business, matches them to the relevant topics, and analyzes their sentiment.
Phrases unrelated to that experience are excluded from the analysis. When a review contains both praise and criticism, each is analyzed under the topic it describes.
See what customers praise, criticize, and mention most often
RightResponse AI combines the findings across reviews to show how often each category and topic is mentioned and what percentage of those mentions are positive. These are the “ratings within the rating”—showing which parts of the customer experience are working and where managers should investigate.
Know where to look: In this example, Professionalism & Communication has 98.5% positive mentions, while Value & Pricing has 78.2%. A manager now knows to examine the pricing feedback—not simply tell the team to raise its rating.
Compare reviews by star rating
See how review sentiment changes from five stars to one
RightResponse AI’s Ratings Grid shows what customers praise and criticize at each star rating. Compare positive and negative mentions by category to see which issues appear in lower-rated reviews—and which complaints also come from customers who gave you five stars.
Evidence behind every insight
Open the reviews behind every result
In RightResponse AI, open the comments behind a topic or sentiment result to see the customer phrases and full reviews supporting it. When a topic has a low percentage of positive mentions, that evidence helps your team understand the specific problem and decide what to change.
- Understand the complaint. “Wait time” could mean waiting for an appointment, an estimate, or service to begin. Read the comments to find out.
- Check for a recurring issue. See whether customers describe the same problem or several different ones.
- Learn from positive feedback, too. Read what customers value so the team knows what to keep doing.
Multi-location review intelligence
See what each location needs to improve
With RightResponse AI, compare % positive mentions and mention counts by topic across locations. One team may need to reduce wait times while another needs to explain prices more clearly, giving each manager a specific improvement priority.
Make the conversation specific: “Customers praise your staff, but repeatedly mention long waits. Let’s focus on reducing those waits, then check whether customers describe a better experience.”
- Compare like with like. Review the same topic across locations, brands, or custom groups to see whether the issue is local or more widespread.
- Learn from strong locations. Find teams customers consistently praise and investigate what other locations could learn from them.
- Check feedback after a change. Compare earlier and later periods to see whether mentions become more positive and complaints become less frequent.
Improving the experience gives customers a reason to leave better ratings. Track both topic feedback and star ratings over time to see how they change.
Supporting capabilities
Additional review analysis capabilities
RightResponse AI brings reviews together, monitors selected topics, and helps your team share results.
Review sourcesDownload and analyze reviews from more than 100 supported review platforms.
Negative-topic alertsGet notified when a new review is negative for a topic or category your team monitors.
ScaleAnalyze large review sets across the locations and groups your organization needs to understand.
ReportingPro+ and Enterprise plans can export data, download reports, and schedule reports.
Related product
Compare your customer experience with your competitors
RightResponse AI’s Voice of Customer explains what your own customers praise, criticize, and mention most. Competitor Review Analysis adds average-rating, review-velocity, and response-rate comparisons for the previous two and six months. Competitor Voice of Customer applies the same topic and sentiment framework to competitor reviews so you can compare topics side by side. Competitor Voice of Customer requires Pro or Pro+ and separately purchased packs sized by the number of competitors and reviews to analyze.
Google Maps visibilitySee where your business ranks across the market
Use Map Rank Tracker to measure geographic visibility, ranking metrics, history, and Rewind.
Explore Map Rank Tracker → Talk with usSee how review analysis fits your organizationDiscuss review sources, locations, reporting needs, and the customer questions your team wants to answer.
Book a Call →Pricing and plans
Transparent Voice of Customer and Review Analysis Pricing
RightResponse AI monthly software prices below are per location for month-to-month billing. Annual billing, Done For You, and white-label options are also available.
PAYGO — $10/location/month plus credits
Usage-based access to topic-level Voice of Customer analysis.
Core — $19/location/month
Basic sentiment badges and a Google Business Profile review dashboard. Full topic-level Voice of Customer starts with PAYGO or Pro.
Pro — $29/location/month
Full topic-level Voice of Customer, supporting phrases and reviews, location/time comparisons, negative-topic alerts, and competitor performance benchmarking.
Pro+ — $44/location/month
Full topic-level Voice of Customer, higher competitor-performance allowances, data exports, downloadable reports, and scheduled reports.
PAYGO analysis uses credits. Competitor Voice of Customer requires Pro or Pro+ and separately purchased packs sized by the number of competitors and reviews to analyze. See current pricing for annual rates, full plan inclusions, and optional capacity.
Start with a 7-day free trial: 1,000 credits, most Pro capabilities, and no credit card required.
See current RightResponse AI pricingFrequently asked questions
AI review sentiment analysis and Voice of Customer FAQ
What does AI review analysis software do?
RightResponse AI identifies the topics customers discuss in their reviews, analyzes sentiment for each one, and combines those results into % positive mentions. You can compare topics, locations, and time periods, then open the customer comments behind each result.
What does % positive mentions mean?
In RightResponse AI, % positive mentions is the percentage of mentions of a topic that are positive. It shows how customers feel about a specific part of the experience, such as communication or wait time, rather than the overall star rating. Read it alongside mention frequency to understand how much feedback is behind the result.
How is topic-level analysis different from basic sentiment analysis?
Basic sentiment analysis often labels a whole review positive, negative, or neutral. RightResponse AI excludes phrases unrelated to the customer’s experience with the business and analyzes sentiment for each relevant topic separately. Praise about one topic does not hide criticism about another.
Can AI review analysis show the reviews that support each insight?
Yes. In RightResponse AI, you can move from a summarized topic or sentiment result to the phrases and full reviews supporting it.
Can the categories and topics match our business?
Yes. RightResponse AI drafts a starting framework based on the business, and your team can modify it to match exact services, standards, and operating priorities.
Can we compare locations and time periods?
Yes. RightResponse AI lets you compare topic-level % positive mentions and frequency across locations, brands, groups, ratings, and time periods. The supporting reviews remain available so you can understand what customers at each location are describing.
How can we see whether an operational change is improving customer feedback?
In RightResponse AI, compare the same topic before and after the change. Look at % positive mentions, mention frequency, and the comments themselves to see whether customers describe a better experience. Track star ratings alongside those results to see how the overall rating and feedback about specific topics change over time.
Which review platforms are supported?
RightResponse AI downloads reviews from more than 100 supported review platforms for analysis.
How does Competitor Review Analysis relate to Voice of Customer?
RightResponse AI’s Voice of Customer focuses on your own customer feedback. Competitor Review Analysis compares competitor review-performance metrics, while Competitor Voice of Customer applies the same topic and sentiment framework to competitor reviews. This lets you compare their customer experience with yours. Competitor Voice of Customer requires Pro or Pro+ and separately purchased packs sized by the number of competitors and reviews to analyze.
Can review analysis software show what customers mention most often?
Yes. RightResponse AI shows how often categories and topics are mentioned alongside % positive mentions. Compare mention counts to find what customers bring up most frequently, then open the supporting feedback to understand the context.
Can review analysis software alert us when a new customer complaint starts appearing?
Yes. With negative-topic alerts configured, RightResponse AI can notify your team when a new review has negative sentiment for a topic or category you monitor. Use those notifications to investigate the review and check whether customers describe the same complaint elsewhere.
Which RightResponse AI plan includes Voice of Customer review analysis?
RightResponse AI’s month-to-month bases per location are PAYGO $10 plus credits, Core $19, Pro $29, and Pro+ $44. Core includes basic sentiment badges. Full topic-level Voice of Customer is available on PAYGO, Pro, and Pro+. Pro+ adds higher competitor-performance allowances, data exports, downloadable reports, and scheduled reports. Competitor Voice of Customer requires Pro or Pro+ and separately purchased packs sized by the number of competitors and reviews to analyze. Start with a 7-day free trial: 1,000 credits, most Pro capabilities, and no credit card required. See current pricing for annual rates and full inclusions.
Give every location a clear improvement priority
See which topics customers are satisfied with, find what needs attention, and track how their feedback changes.
