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 analyzes customer reviews to show what people are happy with and what needs to improve. See the percentage of positive mentions for each topic, understand the feedback behind it, and give each location a specific issue to work on.
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 analyzes feedback by topic, so managers can see which parts of the customer experience are working and which need attention.
Start with topics tailored to your business
RightResponse 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 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 and what needs attention
RightResponse 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
The 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
When a topic has a low percentage of positive mentions, open the comments to see why. The phrases and full reviews reveal the specific problem, so your team can decide what needs 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
One location may need to reduce wait times; another may need to explain prices more clearly. Compare % positive mentions by topic to find where each team needs to focus, rather than giving every manager the same instruction to raise their rating.
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
Beyond the analysis and comparisons above, these features help your team bring reviews together, monitor issues, and 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
Voice of Customer explains what your own customers praise, criticize, and mention most. Competitor Review Analysis applies the same analysis to competitor reviews, adds average-rating, review-velocity, and response-rate comparisons for the previous two and six months, and lets you compare topics side by side.
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 →Frequently asked questions
AI review sentiment analysis and Voice of Customer FAQ
What does AI review analysis software do?
RightResponse 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?
It 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 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 I see the reviews behind a chart or topic?
Yes. 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 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. 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?
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 downloads reviews from more than 100 supported review platforms for analysis.
How does Competitor Review Analysis relate to Voice of Customer?
Voice of Customer focuses on your own customer feedback. Competitor Review Analysis combines competitor review-performance metrics with the same topic and sentiment framework so you can compare their customer experience with yours.
Give every location a clear improvement priority
See which topics customers are satisfied with, find what needs attention, and track how their feedback changes.
