Who is this for?
This guide is for users who want to analyze customer feedback more deeply using Review Analytics & Insights. It is especially useful for those who want to understand patterns in customer sentiment, uncover root causes behind feedback, and make data-driven improvements to their business.
Overview
The Review Analytics & Insights section helps you move beyond daily review handling and into strategic analysis. You'll learn how to read the Topic Overview chart, unlock premium insights, interpret AI-generated summaries, and verify every insight through original reviews. By using these tools, you can quickly identify strengths, weaknesses, and improvement opportunities.
Note: Only selected Superbundle merchants have access to this feature.
Before You Begin
Make sure you have access to Review Analytics & Insights.
Ensure your account has sufficient credits if you plan to unlock the Topic Breakdown report (10 credits per unlock).
Set your desired date range in the dashboard before starting your analysis.
Step-by-Step Guide
Get a High-Level Overview
The Topic Overview chart gives you an instant visual summary of customer sentiment across key business topics (e.g., Service, Operations, Product).
It displays a stacked bar chart showing the number of topic mentions grouped into 3 sentiment levels:
Positive - Mentions rated Good or Excellent
Neutral - Mentions rated Average
Negative - Mentions rated Poor or Terrible
These sentiment levels are based entirely on the AI's 5-level Sentiment Rating.
The chart is interactive.
Clicking any segment (e.g., the Neutral portion of the "Product" bar) will filter the Review List to show every review contributing to that specific sentiment.
Unlock Strategic Insights
To dive deeper into the “why” behind your feedback, unlock the Topic Breakdown Report:
1. Click Unlock Report.
2. Spend 10 credits to unlock insights for your selected time period.
3. You will have full access to the report for the next 30 days.
This premium feature saves hours of manual reading by organizing all topic-related feedback and highlighting the patterns that matter most.
Explore the Topic List View
Once unlocked, you will see a list of all analyzed topics, sorted by how frequently they were mentioned.
For each topic, you’ll see:
Mention Count
The total number of reviews that mention the topic.
Sentiment Breakdown
A count of how many mentions were Positive, Neutral, or Negative, including trend indicators for your selected time period. These values mirror what you see in the Topic Overview chart.
AI Summary
A short, high-level summary generated by AI that highlights the main feedback for that topic. This helps you quickly identify topics worth deeper investigation.
Drill into the Expanded Detail View
Click any topic to expand it and access deeper insights. The AI organizes all related feedback into three themes:
Action Required - Negative feedback that may need immediate attention.
For Your Radar - Suggestions or neutral feedback you may want to monitor.
Customers Praised - Positive feedback about what customers appreciate.
Within each theme, AI groups similar comments together and quantifies each summary with the exact number of customers who mentioned it. This allows you to quickly judge the impact and urgency of each item.
Each summarized point is clickable- selecting one filters the Review List to show the original reviews behind that insight, so you can verify the AI’s findings.
FAQ
1. How does the AI analyze sentiment and topics?
The AI reads each customer comment, identifies topics (e.g., Service, Value), and assigns a 5-level sentiment. Star ratings are ignored to keep the analysis unbiased. Refer to How to Set Up Google Review Management.
2. How does "Smart Reply" work?
Smart Reply gives you an AI-generated draft based on the review’s rating and sentiment. It never replies automatically- you must click Send/Update.
We recommend reviewing the draft to match your brand voice.
Check out Google's official Tips to write better review replies
3. Why does a review with a comment have no AI analysis?
The review is new- AI analysis may take up to 30 minutes. The comment is too short, unclear, or has no recognizable topics.
4. The AI's sentiment or topic seems wrong. Can I change it?
No. AI insights cannot be edited. You can click any topic in the Analytics section to see which reviews contributed.
5. I unlocked the Topic Breakdown report. How long does my access last?
Access lasts 30 days from unlock. After 30 days, the report locks again and requires credits to regenerate. If your date range includes today, new reviews for today update automatically.
6. What's the difference between "Free Credits" and "Purchased Credits"?
Free Credits: Given through promotions/trials. Used first.
Purchased Credits: Bought credits. Used only after Free Credits run out.
7. What happens if I run out of AI Credits? How do I get more?
Premium features (Smart Reply, Translate Reply, Topic Breakdown) will be blocked. Contact your account manager to top up credits. A self-service purchase portal is coming soon.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].