The Comment Summary view helps you move from individual comments to pattern recognition. Instead of reading feedback one comment at a time, it shows sentiment trends and recurring topics across both POS and FF surveys — one of the best places to start when scores change unexpectedly.
Comment Summary: Tone at a glance, friction by topic
Illustrative. Topics above ~100-20% combined negative + mixed are worth a closer look.
AVAILABLE BY PLAN — COMMENT SENTIMENT SUMMARY The aggregate Comment Sentiment Summary is available on Advanced and Pro plans. Growth users can review individual comments and the Insights AI summary in the Comments view.
Reading the Topic Table
Each row is a customer-selected topic; the columns show how sentiment is distributed across it, adding up to 100%.
High Positive percentages point to strengths
High Negative or Mixed percentages signal friction
Topics with low Positive and high Mixed or Negative are the best candidates for deeper investigation
Analyzing Exported Data
For deeper analysis, the Comment Summary can be exported with counts and percentages for each tone category across Online Buyer. As a practical starting point, focus first on topics with both meaningful response volume and a relatively high share of Negative or Mixed sentiment. As a rule of thumb, topics with a combined Negative and Mixed share above 10-20% are often worth investigating further. Review the underlying comments to understand whether the issue is recurring, isolated, or tied to a specific change.
Getting Started
Installing Bizrate Insights
Surveys & Customer Feedback
Digging Into Your Data
Promote Your Site
Learning Library
