Review Overview

If a product has enough reviews, we analyze them and make an overview with the most frequent comments from customers.

Overviews help:

• Identify the most common issues and disadvantages of products according to customers.
• Identify the product strengths. Then you can highlight them in PDPs.
• Track trends in reviews. For example, if customers notice some changes in the latest product batch.
• Make a reasonable decision about your store assortment: remove or add products.

Check product review overviews

We take into account only reviews for purchased and canceled orders for the last year. If a customer edits the review, we take into account its latest version, published after the changes. The data for overviews is updated once a week. Review overviews are only available to you. Customers don’t see them.

1. In the Products → Customer reviews section, click a product review.

   

2. Click AI and select for which period to show the overview: 3, 6, or 12 months.

   

You’ll see the product characteristics, which highlight product features. A characteristic appears if at least 3 customers mention it during the selected period.

An overview displays several characteristics. You can see the percentage and number of users mentioned it next to each characteristic. We calculate the percentage from all published text reviews for the selected period.

The characteristics in overviews are sorted by the tone:

• negative,
• positive,
• neutral.

The AI groups reviews by meaning and tone when customers write about the same thing. If a customer mentions product disadvantages, the characteristic receives a negative tone. If a customer mentions advantages, it’s positive. The AI can’t determine whether the review is positive or negative, the characteristic gets neutral tone.

Consider the following:

• if products are merged into one PDP, we generate an overview for each of them;
• characteristics don’t repeat the text of reviews, but combine similar reviews by meaning;
• we consider deleted reviews;
• we can consider one review several times if a customer mentions several different characteristics in it.

Download review overview report

If you have a lot of products, you can analyze reviews not one by one, but all at once in one file.

Download it to see which characteristics customers mention most often.

1. In the Products → Customer reviews section, click Download report.

   

2. Open the Review overview tab and click Generate. Generating the report takes some time. Once the report is ready, download the file on the Completed reports tab.

   

Overview is empty

An overview may be empty even if there are many reviews. The main reasons:

• Reviews highlight different product features. There have to be at least 3 reviews from different customers mentioning the same characteristic.
• Reviews aren’t specific. For example, customers write “It fits” or “Everything is fine”. It’s impossible to understand the product features from such reviews.
• Reviews were published before the start of the overview period.