How can you automatically turn your reviews into actionable insights?

Reviews contain valuable information about products, service and the customer experience. However, analysing this information manually is time-consuming.

In the eTrusted Control Centre, the Sentiment Analysis helps you structure reviews by sentiment and topics. #trstd insights take this one step further: the feature automatically analyses this data using Articial Intelligence (AI) and summarises it in clear insights.

#trstd Insights identify Topics, Trends and Quick Wins and also create a SWOT analysis based on your collected reviews. This allows you to recognise patterns in customer feedback more quickly and derive targeted improvement measures.

Booking #trstd insights

#trstd insights are a paid add-on to your Trusted Shops membership.

You can find information on booking here: How do I book and cancel additional products?

Using #trstd insights

1. Log in to the eTrusted Control Centre.
2. In the main navigation, click on “#trstd Insights” (). Then, click on “#trstd Insights” ().
   

You have now successfully opened #trstd insights. 

Categories of #trstd insights

#trstd insights automatically analyse your reviews and display the results in four categories:

• Topics ()
• Trends ()
• Insights ()
• SWOT ()

Topics

Topics show frequently mentioned themes in customer reviews. This helps you quickly identify which aspects of your products or services your customers talk about most often.

Typical examples include shipping, product quality or customer service.

Trends

Trends show developments in review volume and review sentiment. This helps you identify whether specific topics are developing positively or negatively.

This allows you to identify changes in customer feedback at an early stage.

Insights

Insights contain prioritised recommendations for action based on the analysed reviews. The AI assesses which topics are particularly relevant and suggests concrete measures.

This allows you to prioritise improvements more effectively.

SWOT

The SWOT analysis provides a strategic overview of your reviews. It summarises the insights from customer feedback in four categories:

• Strengths
• Weaknesses
• Opportunities
• Threats

This gives you a compact strategic classification of your customer reviews.

Structure of the category pages

Each category consists of two sections: Summary and Detailed analysis.

The Summary summarises the most important insights from the respective category. It provides a quick overview of key developments and relevant topics in customer feedback.

In the Detailed analysis, each insight is explained on the basis of the underlying data. Among other things, the following key figures are displayed:

• Mentions () – how often a topic is mentioned in reviews
• Trend () – the development of the topic over a specific period of time
• Sentiment () – the sentiment of reviews relating to this topic

This allows you to understand which data an insight is based on.

Would you like to display further details about an insight? Then click on an insight in the detailed analysis. A pop-up will then appear with additional information:

• Key Points with the most important insights
• Recommendations with recommended measures
• the reviews on which the insight is based