RM+ now includes qualitative review analysis!

Since its launch, our Review Management + solution has helped our clients gain deeper insights into their online reputation, especially through automatic and retroactive review tagging. Today, Partoo is taking things a step further with a highly anticipated feature: qualitative review analysis, powered by AI. Here’s everything you need to know!

Why analyse your customer reviews qualitatively?

Getting reviews is great. Reading them and truly understanding them is even better!

Even the most detailed overview of your strengths and weaknesses won’t always capture what your customers are really experiencing. To dig deeper, uncovering the “why?” behind each tag is essential.

What do we mean by “qualitative analysis” of customer reviews?

A qualitative (or semantic) analysis of customer reviews consists of studying the content of comments to extract their true meaning, beyond the words themselves. It helps identify, for each tagged review (welcome, price, quality), the tone used (positive, negative, neutral…), as well as the underlying emotions or intentions.

Thanks to this approach, businesses can better understand what their customers are really expressing behind the identified pain points or strengths.

A qualitative (or semantic) analysis of customer reviews consists of studying the content of comments to extract their true meaning, beyond the words themselves. It helps identify, for each tagged review (welcome, price, quality), the tone used (positive, negative, neutral…), as well as the underlying emotions or intentions.

Thanks to this approach, businesses can better understand what their customers are really expressing behind the identified pain points or strengths.

That’s exactly why Partoo has developed its latest feature: qualitative review analysis.

The goal? To understand, for every tag (strength or weakness), why your customers are mentioning it: what stood out to them positively or negatively, in detail, and in their own words.

Here are three advantages of using qualitative review analysis:

1) Access in-depth qualitative analysis of reviews 

Quantitative review analysis (number of reviews, average rating…) helps spot overall trends, but it’s not always enough to understand how customers really feel. 

Thanks to qualitative review analysis, our clients now benefit from AI-generated summaries of their customer reviews, crafted by our AI agent Jim, organised by key themes and illustrated with authentic customer verbatims.

The analysis is updated automatically every quarter, with no manual action required from clients, and can be carried out:

• Across the whole organisation
• By group (e.g. region, country)
• By location, provided there are enough reviews

Administrators then gain a clear view of the three main strengths and weaknesses identified over the period.

 2) Identify the key sub-themes behind each tag

What lies behind a “welcome” tag marked as a strength, or a “quality” tag identified as a weakness?

Qualitative analysis makes it possible to dig deeper, breaking down these general themes into more precise sub-topics. The tool highlights up to four key sub-themes per tag, whether at company level or for groups.

This depth of insight helps teams pinpoint priority levers for improvement, while also highlighting their strengths more effectively to customers.

It is also an asset for network or regional managers, who can compare sub-themes from one location to another and manage their actions with greater precision.

3) Understand what your customers really expect from your products and services

Numbers, tags and sub-themes provide valuable structure to review analysis, but nothing beats hearing directly from the customer!

That’s why each summary generated by qualitative analysis includes verbatims carefully selected by our algorithm. These review extracts clearly illustrate the identified trends and help teams truly understand what customers feel.

With this feature, organisations save precious time: manual analysis, previously considered too time-consuming without a dedicated tool, finally becomes accessible and systematic. Teams thus benefit from a clear overview, actionable insights and concrete proof to guide their actions and continuously improve the customer experience!

Key takeaways:

With qualitative review analysis, you benefit from:

• Automatic analysis of tagged reviews every 3 months
• Identification of 3 strengths and 3 weaknesses per organisation, group or location
• A concise summary of overall customer perception for each strength and weakness
• A breakdown of each strength and weakness into sub-themes (up to 4) at organisation or group level
• Relevant verbatims to illustrate customer feedback

With qualitative review analysis, you benefit from:

• Automatic analysis of tagged reviews every 3 months
• Identification of 3 strengths and 3 weaknesses per organisation, group or location
• A concise summary of overall customer perception for each strength and weakness
• A breakdown of each strength and weakness into sub-themes (up to 4) at organisation or group level
• Relevant verbatims to illustrate customer feedback

How to activate qualitative review analysis on Partoo?

It only takes a few steps to get your review analysis up and running:

1. Complete two prerequisites before configuring the analysis 

• Activate automatic tag attribution
• Launch retroactive tagging for the past 24 months
  

2. Set up the analysis

Go to Settings > Statistics > Review analysis, and select:

• How you’d like the overall analysis to run: either across the whole organisation or by groups of locations. (Individual location analyses will remain available regardless of this choice)
• The language in which you want the results to be delivered

Save and launch the analysis in just a few clicks!

3. Explore your results

Your analysis will appear in a new “Qualitative analysis” page, under the “Statistics” section of Partoo.

• Discover relevant customer verbatims
• See your 3 strengths and 3 weaknesses
• View summaries by tag and by sub-theme
• Check the percentage of positive or negative reviews tagged with each theme, to understand how important this criterion is for your customers

Good to know:

You will also be able to access more advanced KPIs on the Partoo interface: average rating per tag, percentage of locations concerned by this tag in a positive or negative way, etc.

From here, simply enrich your internal reports with these insights, identify the strategic actions to be taken, and track the evolution of your customer satisfaction!

You will also be able to access more advanced KPIs on the Partoo interface: average rating per tag, percentage of locations concerned by this tag in a positive or negative way, etc.

From here, simply enrich your internal reports with these insights, identify the strategic actions to be taken, and track the evolution of your customer satisfaction!

Elevate your customer review management with Review Management +!

• Use AI to automatically and retroactively tag your reviews
• Respond quickly to reviews with AI-powered response suggestions and automated responses (with customisable prompts)
• Identify your strengths and weaknesses with a performance analysis matrix!
• Identify what your customers value the most – and the least – and get a detailed qualitative analysis of your 3 main strengths and 3 main weaknesses.

Request a demo of Review Management +