Sentiment Analysis
Hear what your customers are really telling you
AI sentiment analysis for reviews, support tickets, surveys, call recordings, and documents — quantify how customers feel, surface the themes and aspects behind it, and act before they churn.
Free forever · No credit card required · Paid plans from $23.99/month
Connect to Apps Built for Business
Analyze sentiment from beyond spreadsheets — paste a call or chat transcript, upload a report, connect a recording, or pull your reviews. Everything runs through the same engine.
Upload document
PDF, Word (docx), or text up to 15MB.
Scoring quality
Analyze every channel — not just the spreadsheet rows.
Customer voice lives in calls, documents, and review sites too. Import & Analyze handles pasted transcripts, uploaded files, recordings, synced call platforms, and Google reviews through the same scoring engine.
Paste a transcript.
Drop a support chat or call transcript directly into Import & Analyze — no spreadsheet required for one-off conversations.
Upload documents.
Analyze PDF, Word, or plain-text files up to 15MB — useful for survey exports, interview notes, and research reports.
Transcribe audio and video.
Upload a recording and Intelligence Navigator transcribes and scores it — so call and meeting feedback enters the same sentiment view.
Connect call platforms and reviews.
Sync Gong, Zoom, Fireflies, and other conversation platforms — or pull Google Business reviews into the same analysis engine.
81.3%
16.9%
1.8%
598
Positive
value : 81.3
Quantify customer feeling before it shows up in churn.
Open-ended feedback hides in tickets, reviews, and surveys until someone reads every row. Map a text column, run scoring at scale, and see positive, neutral, and negative breakdowns with the trends behind them.
Score feedback at scale.
Map a text column from your dataset — reviews, tickets, surveys, or comments — and run positive, neutral, and negative scoring across every row.
Spreadsheets and connected sources.
Start from CSV or Excel, a live Google Sheet, OneDrive, or CRM data — the same connectors you use elsewhere in Intelligence Navigator.
Optional context columns.
Bring customer ID, date, rating, and source fields when you have them — so you filter trends by channel, time, or account.
Standard or high-accuracy scoring.
Choose fast standard scoring or high-accuracy AI scoring when precision matters for board-ready customer voice reporting.
Keyword Cloud
Sample Feedback
“Amazing quality, exceeded expectations!”
Positive · 0.95
“Exactly what I needed, works perfectly.”
Positive · 0.91
“Average quality, not impressed.”
Negative · -0.40
Find out why customers feel the way they do — not just the score.
A percentage alone does not tell product or support what to fix. Keyword clouds, aspect sentiment, emotions, risk flags, and sample quotes show the language and themes driving satisfaction or frustration.
Keywords behind the score.
A keyword cloud surfaces the terms customers repeat — praise, confusion, price objections — ranked by how often they appear.
Aspect-based sentiment.
See which product features, service moments, or policies drive positive and negative feeling — not just an overall average.
Emotion and risk signals.
Emotion breakdowns plus rule-based risk flags for churn, refund, escalation, and compliance language — scanned on every record.
Sample quotes in context.
Read representative feedback with its score attached — so product and support teams act on real customer language, not aggregates alone.
Voice Summary & Operational Signals
Strong overall customer satisfaction with a 7.9 / 10 score and 81.3% positive sentiment across 598 feedback entries. Quality and product performance are the primary satisfaction drivers, though 21.6% of customers report some confusion — a potential gap in product communication.
Top emotions
- satisfied48.7%
- confused21.6%
- happy20.7%
- neutral8%
- disappointed1%
Aspect-based sentiment
- outstanding service+0.61
- product quality+0.61
- decent qualityneutral
Top risk signals
Churn, refund, escalation and compliance flags are scanned on every record.
AI Insights
- Service satisfaction outperforms product satisfaction — support is a key differentiator.
- High confusion rate (21.6%) signals customers may lack clarity on features and setup, not critical issues.
- Both Electronics and Accessories feedback skew positive, indicating consistent quality across lines.
Turn customer voice into priorities your teams can act on this week.
Voice summaries and AI insights translate thousands of comments into a clear read for leadership — with trend charts when you map dates, so you know whether sentiment is improving after you ship a fix.
Positive, neutral, negative breakdown.
Headline percentages and counts on every run — the quantified voice-of-customer read leadership expects.
Sentiment trend over time.
When you map a date column, chart how feeling shifts after a launch, price change, or incident — and whether fixes worked.
Voice summary and AI insights.
A written voice summary plus AI priorities translate thousands of comments into actions your teams can defend in a meeting.
Pin to dashboard or deck.
Add sentiment charts to your Intelligence Workspace dashboard or presentation — revisit the same run from your analysis history.
Align support, product, and leadership on one customer voice.
When everyone shares the same sentiment breakdown, themes, and risk signals, handoffs get faster and fewer at-risk accounts fall through the cracks between teams.
Fix what customers complain about — ranked by how often it hurts.
Aspect-based sentiment shows which features and moments drive negative feeling, so product invests in the fixes that move the overall score — not the loudest single ticket.
Full sentiment analysis toolkit
Everything you need to score feedback, surface themes, and act before customers churn
Stop guessing how customers feel — measure it and act on it
Connect a dataset or import a transcript, run standard or high-accuracy scoring, and read keywords, aspects, emotions, and AI priorities in one view. Free to start — no credit card required.
- Free forever plan
- Reviews, tickets, calls & documents
- Aspects, emotions & risk signals
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