Customer feedback is essential in improving services or addressing issues. If you’re running a business, it’s vital to understand your customers’ opinions and attitudes towards your services and products. One of the most effective ways to gather feedback is through Google Business Profile reviews. These reviews are crucial in the customer journey from your listing to your store(s). In addition, GBP reviews are an important ranking factor. They affect local rankings and visibility.
With many reviews to sort through, it can be challenging to know what customers really think. That’s where sentiment analysis comes in – this can help you interpret and analyse reviews in minutes, making it easier to understand customer sentiment and make better decisions. With GMBapi it’s now possible to perform a sentiment analysis yourself. Learn more about why it is important to do this on a regular basis and how to do this easily with GMBapi.com.
What is sentiment analysis?
Sentiment analysis is the process of determining whether a piece of content expresses positive, negative, or neutral sentiment. The document can be anything that contains text, from tweets to product reviews, or customer feedback forms.
The analysis can be used to evaluate how people perceive a product, service, or brand, understand consumer opinion, and track brand reputation. This makes the technique incredibly useful in business to better understand your customer’s needs.
The benefits of sentiment analysis for Google Business Profile reviews
Google Business Profile (GBP) is one of the prime review sites where users leave feedback on businesses. It’s an essential asset for companies that serve clients in specific locations or areas. The ratings and reviews on GBP can have a big impact on potential customers’ perception of the brand. This is why it is crucial for businesses to understand what people are saying about them.
Sentiment analysis provides several benefits to businesses which have a lot of Google Business Profile reviews.
Firstly, it saves time, effort and money by reducing the time needed to comb through reviews. Secondly, it helps businesses to identify areas that need improvement and make better business decisions. For example, if the majority of reviews mention a particular issue like unfriendly service, then the business can take steps to address that issue proactively. Lastly, sentiment analysis can also help businesses recognise positive reviews and help promote them by highlighting the key themes customers are mentioning in their reviews.
How to perform sentiment analysis with GMBapi on Google Business Profile reviews
In five easy steps, you can perform a sentiment analysis yourself with GMBapi:
- Login to your GMBapi account.
- Click on ‘Reviews Google’. In this section, you can find All Reviews, Reviews per Location, Reviews Summary
- Click on ‘Reviews Summary’
- Choose the number of last reviews for the sentiment analysis (max 50) and click on ‘Generate Reviews Summary’.
Now the tool is working on the sentiment analysis. The tool finds positive and negative reviews while reading the reviews. It recognizes specific topics and can categorise them based on these topics.
- You will get a summary of what has been said about the company. You also get an overview of positive topic results (like friendly staff, great service, good quality) and negative topics results (like poor customer service, lack of help, scary salesperson). With this data, you can learn more about the customer experience and can spot problems before they make any financial impact on your business.
Features sentiment analysis:
- Clicking on positive or negative topic results will take you to the specific reviews
- Track average sentiment history, 0,56 in this example. Check if this increases after you have changed things in your organisation based on the sentiment analysis.
- Weekly email in your inbox with sentiment analysis summary
Tips for making sentiment analysis work for your business
To get the most out of sentiment analysis for Google Business Profile reviews, it’s essential to approach it strategically. It is important to establish goals and objectives. For example, if you run a restaurant, your primary goal might be to maintain high overall satisfaction scores from customers. Next, it’s important to monitor customer sentiment over time and understand any changes or trends concerning customer sentiment. Lastly, it’s critical to act on results quickly in response to negative issues or capitalise on positive customer experiences.
Read our blog for more tips for Google Review Management.