Understanding how reviews sentiment trends are calculated

You will learn

Learn how Klaviyo calculates sentiment trends for reviews. This AI-driven analysis identifies changes in what reviewers are saying about your products and brand, so you can respond quickly and make improvements where needed.

Only verified reviews submitted through review requests can be analyzed for sentiment.

How to opt in to sentiment trend analysis

The features described in this article require opt in. To enable these features in your account:

1. Navigate to Reviews.
2. Select the Performance tab.
3. Scroll to the Review sentiment card.
4. Select Enable sentiment analysis. If your account already has an industry selected, sentiment analysis is enabled without opening the industry form.
5. If the Industry information panel opens, select your Industry and, if shown, your Vertical.
6. In the panel, click Save. To enable sentiment analysis with General topics instead, select Skip selection.

You can update your account’s industry 2 times every 30 days. Select Change industry next to your industry in the Review sentiment card. If you skipped industry selection, select Choose industry to set it.

About sentiment trend analysis

Sentiment trend analysis flags changes in what people are saying from month to month. For example, your June trend report might indicate that your overall sentiment for product fit is positive but that your latest product drop has started to bring that average down. Your all-time customer sentiment for product fit could still be high, but if it begins trending downward, sentiment trend analysis can alert you quickly so you can make changes right away.

Access your sentiment trend report by navigating to Reviews > Overview and scrolling to the [Month] trend report card.

How sentiment trends are identified

Klaviyo identifies trends using a combination of statistical analysis and natural language processing (AI). It identifies topics in review text (e.g., shipping, fit, taste, customer service) and assigns positive or negative sentiment to the topics it identifies. A review can mention more than 1 topic, with a different sentiment for each. These topics vary based on your industry and the products you sell.

Then, each month, Klaviyo uses statistical tools to identify any abrupt or significant changes in sentiment for each topic compared to past months.

Limitations of sentiment trend identification

If sentiment trend analysis is not available in your account, you may not have qualifying data. Sentiment trend analysis is only available if your account has all of the following:

• Historical data
  In order to identify trends, Klaviyo’s AI models must have access to several months of review history. If you recently began using Klaviyo Reviews, you may not have access to review sentiment trends for 2-3 months.
• Notable changes
  If there are no notable changes in the content of your reviews from month to month, you won’t see a trend report, because there are no changes to report on.
• Sufficient review volume
  Klaviyo’s models need a sufficient volume of reviews in order to produce statistically significant results. If you have few reviews in a month, sentiment analysis trends will not be available to you.

How to access your reviews sentiment trend report

See your sentiment trend report by navigating to Reviews > Overview and viewing the [Month] trend report card. The report covers the previous month and compares it with the month before. For example, a June report compares June with May. The card only appears when there is at least 1 trend to show for the reporting period.

Select a topic card to see reviews for that topic and month. If See all appears, select it to view additional trends.

Additionally, you can opt in to monthly email notifications when a new sentiment analysis report is available. To enable the email summary:

1. Navigate to Reviews > Reviews settings.
2. Select Publishing rules and notifications and scroll to Notifications.
3. Enable the Monthly trend report option.
4. Under Email report to, select the users in your Klaviyo account who should receive the report.
5. Select Save changes.

Industries and topics

The table below lists the review topics for each industry group. Other industries, or accounts without an industry selection, use the General topics. Where applicable, shortened topic names are shown in parentheses.

Additional resources