Understanding What Customers Say With Review Sentiment & Insights

One business: open Reviews and select the Sentiment & insights tab.

Several locations: open Bulk Management › Reviews Across Locations, choose your locations, then select Sentiment & insights. Everything is combined across the chosen locations and you also get a side-by-side location comparison.

Client portal: once a business's reviews have been analysed, its client portal can show a read-only Sentiment & insights tab inside Recent Reviews. Turn it on or off with the Review Sentiment & Insights toggle on the Client Portal page.

Only owners, admins and editors can run an analysis or write a summary. Viewers can see the results, explore reviews and print reports.

Select Analyse reviews and choose which reviews to include (all reviews, or the last 2 years, 12 months, 6 months or 90 days). You'll see how many written reviews still need analysing and the price before anything is charged.

It costs 1 credit per 25 written reviews, rounded up. Each review is analysed once and kept, so you're never charged twice for the same review; next time you only pay for new reviews. A review is only analysed again if its text or rating changes.

Star-only reviews (no text) are free: they count by their stars (4–5★ positive, 3★ neutral, 1–2★ negative).

Big analyses run in the background, so you can leave the page. If any review can't be analysed, or you stop the analysis, the credits for those reviews come back to your balance automatically.

Tick Write an executive summary when it finishes to get the summary as soon as the analysis is done.

Automatic analysis is off by default. Once a business has been analysed at least once, an Automatic analysis card appears on the Sentiment & insights tab. In Bulk Management you can set it up for all selected locations at once.

Choose daily or weekly, and tick the box to agree that credits will be spent automatically. Each run only analyses new reviews, at the usual 1 credit per 25 written reviews.

If the workspace doesn't have enough credits, the run is skipped and nothing is charged. The card shows why it was paused, and it carries on at the next run once you have credits.

Turn on Email me about serious issues to get one email after each run listing any newly flagged serious reviews.

Net sentiment is the percentage of positive reviews minus the percentage of negative reviews, from −100 to +100. Above +50 is very positive; below 0 means more unhappy than happy customers. Every number is compared with the period before, so you can see what's improving.

Sentiment over time shows positive, mixed, neutral and negative reviews per week, month or quarter, with net sentiment as a line.

What customers talk about covers 13 topics, such as staff, quality, value, speed, cleanliness and atmosphere. For each one you see how often it comes up, how people feel about it and the average rating when it's mentioned. Open a topic to read real quotes, both praise and complaints.

What separates 5-star from 1-star reviews shows which topics happy customers praise and unhappy customers complain about. It shows what's linked to ratings, not proof of cause.

Products and services and Staff mentioned by name show what people single out, so you can spot a favourite dish or a team member who deserves recognition. Job titles like "the manager" aren't counted as names.

Serious issues lists reviews describing a health or safety risk, a hygiene problem, discrimination or abuse, a legal or regulator threat, a fraud or overcharging claim, staff misconduct, a privacy concern or a review that may not be genuine, and whether you've replied.

Loyalty, How customers feel and Worth a second look show who says they'll come back, the main emotion in each review, first-time customers versus regulars, and star ratings that don't match the words.

Click almost anything to see the reviews behind it in the Review explorer at the bottom, where you can also reply.

Select Custom topics to track anything specific to your business: a product, a promotion, a new menu, the drive-thru. Give it a name and the words or phrases to look for (plurals match automatically).

Custom topics are free and apply to every analysed review straight away, including old ones. They're shared by everyone in the workspace.

Select Write executive summary for a short write-up of the period: a headline, what's working, what needs fixing, recommended actions with priorities, notes per location and staff worth recognising. It costs 2 credits and is saved, so you can go back to earlier summaries.

The summary is written by AI from your analysed reviews. Read it before sharing it.

Export › Print or save as PDF (board report) creates a board-ready report with the summary, key numbers, trend chart, topics, strengths and pain points, products and staff, serious issues and the location comparison. If you've set your logo, name, colour and footer in Workspace settings › Branding, the report carries your branding; otherwise it has no branding at all.

Export › Download analysed reviews (CSV) gives you every analysed review in the period with its sentiment, topics, products, staff, issues and key point, ready for a spreadsheet.

Reviews Google has translated are analysed in their English translation; the dashboard also shows which languages customers write in.

Topic changes are only shown when a topic came up at least 3 times in both periods, so small numbers don't look like big swings.

Assistants connected to the GBPly MCP server can read these insights for free with the get_review_insights tool. They can't start a paid analysis.

The dialog shows the review count and the price before you start.

Finished results are kept and credits for the rest are refunded.

Automatic analysis checks for new or edited reviews on a schedule.

Custom topics match your own keywords against analysed reviews, free of charge.

Export the current reporting period.