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. 

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. 
5. Select an industry from the dropdown. 
6. Click Save. 

You can change your industry at any time by selecting Change industry next to your industry in the Review sentiment card. 

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 the Reviews tab 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). Every time you receive a review, Klaviyo determines whether that review’s sentiment is positive or negative and assigns the review a topic (e.g., shipping, fit, taste, customer service) based on the review text. 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 reviews 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 analysis

See your sentiment analysis by navigating to Reviews > Overview and viewing the [Month] trend report card. This card only appears if Klaviyo identifies at least 1 sentiment trend in your account for the current month. 

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 > Review settings. 
2. Select Notifications. 
3. Enable the Monthly trend report option. 
4. Select Save. 

Industries and topics

The chart below outlines the industries available to choose from, as well as the topics available for each industry. Where applicable, the term in parentheses indicates the shorthand for the topic, which is used in charts and event metadata. 

Additional resources 

• Understanding reviews performance
• How to create a customer service ticket when you receive a negative review