Understanding how your customers feel about your products is key to improving your business. With the Sentiment tab in Reviews performance reporting, you can track overall ratings, analyze the tone of reviews, and monitor changes in customer sentiment over time. This helps you identify strengths, spot issues early, and make more informed product and marketing decisions.
In this article, you will learn about:
In your Okendo admin panel, navigate to the Products tab by going to Reviews > Performance > Sentiment
⚠️ Data in the Sentiment tab can be viewed by product, product groups or multiples of both. When viewing multiple selected products or groups, data is displayed as an aggregate.
Sentiment tab key metrics
At the top of the Sentiment report, you’ll see four key metrics. These are calculated across the selected products in the time period.
💡 Changing the time period or the selected products will update the key metrics to reflect the new selection.
Metric | Description |
5 Star Reviews | The number of 5-star reviews your account has received, and the percentage of all reviews that are 5 stars. |
Positive Reviews | The number of reviews with a positive sentiment, and the percentage of all reviews classified as positive. |
Products With Reviews | The number of products with at least one review, and the percentage of your catalog this represents. |
Reviews Per Product | The average number of reviews per product across your catalog. |
💡 These metrics give you a high-level, long-term view of your review coverage and sentiment. Use them as a benchmark alongside the time-filtered charts below.
The charts on the Sentiment tab
The Sentiment tab provides several charts that allow you to view the distribution and changes over time of key metrics.
Each of these charts provides insights that will help you better understand what your customers are thinking about your products based on the reviews they provide.
Ratings distribution & tracking over time
Overall Ratings
The Overall Ratings chart shows the distribution of reviews by star rating (1–5 stars) for your selected product or group of products.
This helps you answer questions like:
Are most reviews clustered around 4 and 5 stars?
Is there a growing number of 1–2 star reviews that might need attention?
Ratings Over Time
The Ratings Over Time chart shows how many reviews of each star rating you’ve received within a selected time period. You can use this chart to identify trends, such as whether the proportion of 5-star reviews is increasing or decreasing.
💡 Hover over a bar graph or line chart to get further insights on the specific chart. Learn more about chart features and functionality.
Sentiment distribution & trends over time
Overall sentiment
Sentiment analysis uses natural language processing to analyze the language in a review. By applying this analysis, the Sentiment report shows how many reviews had positive, negative, mixed, or neutral language contained within them
The Overall Sentiment chart classifies reviews into four categories:
Positive
Neutral
Mixed
Negative
Sentiment Over Time
The Sentiment Over Time chart shows how review sentiment (positive, neutral, mixed, or negative) has shifted across your chosen timeframe.
This helps you understand whether customer perceptions are improving, staying steady, or declining.
💡 A single negative trend does not always indicate a major issue—compare this data against product launches, campaigns, or known issues to get full context.
Using comparisons on Sentiment tab charts
You can compare how your products have performed over time or compare to other products using the comparison tool.
First, click the "Compare" button
You can now choose between comparing dates
Or comparing products
Comparing by dates
Selecting your date comparison period will display relevant data for the selected products and groups side by side across all charts on the Sentiment tab.
Line charts
Comparison series data will appear as a dotted line in the same color as the selected item.
Hovering over data points will allow you to dive deeper with metrics call-outs for the current and previous periods.
Distribution charts
Comparing by product
Selecting comparison by product allows you to compare specific products or groups of products with each other. After selecting to compare by product, click the plus " +" symbol to select the products or groups for comparison.
Your charts will update to reflect your primary selected products and comparison products.
⚠️ When using product comparison on line charts, the dotted line represents the comparison product rather than a comparison period.
Export sentiment data for deeper analysis
You can export the metrics behind the Sentiment tab for further analysis. Exports allow you to:
Download sentiment metrics for reviews
Compare sentiment across different timeframes
Conduct your own analysis using spreadsheets or BI tools
⚠️ Exports are aggregated data for all products and do not include the review text.