Negative Review Analytics

02/21/2025

Negative Reviews Performance

This article elaborates on your shop’s recent negative reviews caused by shop's responsibility to be able to answer these questions;

How does your shop perform in terms of Negative Review Rate (NRR)?
Which products have contributed to a high Negative Review Rate (NRR)?
What area could you improve as a shop to reduce negative reviews?

What is Negative Review Analytics for?

The Negative Review Analytics empowers sellers to thoroughly analyze negative feedback attributed to their responsibilities. It provides insights into the underlying reasons for such reviews, enabling sellers to address issues effectively and enhance shop operational efficiency. The data displayed on this page is based on the data source selected at the top of the page; ShopTokopedia, Tokopedia or All Platforms for aggregated performance. For Tokopedia historical data, please visit Tokopedia seller analytics instead.

How to Access Negative Review Analytics?

Navigate to

Please note, all screenshots provided in this guide are for illustrative purposes only, and the data displayed is not real.

Understanding negative reviews cause & trends

Review the number of negative shop reviews trends from the past 30 days, including the percentage attributed to seller-related issues, as well as the breakdown of negative reviews caused by product and service-related issues. Identify the most frequent causes in greater detail.

Seller-Related Negative Review Performance represents the percentage of negative reviews attributable to the shop's responsibilities over the past 30 days. This includes issues related to products, services, and other factors. The performance data dynamically reflects the selected data source displayed in the top-right corner, ensuring real-time accuracy and relevance.
- Product Issue: The number and percentage of product-related negative reviews.
- Service Issue: The number and percentage of service-related negative reviews.
- Other Issue: The number and percentage of negative reviews that gave a low rating without comment.
Click on View Violation Records to continue investigating the violation causes in Shop Health module.

Deep dive into the main driver of negative reviews

This section also reflects the selected data source displayed in the top-right corner for consistency.

Product Issues

Select Product Issue to identify the products generating the highest number of negative reviews, along with the associated keywords from those reviews and their frequency. Based on this analysis, you can take targeted actions such as improving product quality, updating accurate information, and more to address product information concerns more effectively.

Please note that only products with negative reviews are displayed.

Sellers can click on View Violation Records to understand issues on the selected platform or Review Details to jump to the Product Detail Analysis page.
Alternatively, sellers can expand a single product to view Negative Keywords that are categorized in actionable suggestions, which includes;

Qualification & Marking: Product information is wrong or incomplete which results in negative reviews. It is recommended to update product-related information.
Personal Injury: It's recommended to ensure product safety.
Low Product Quality: Products are not durable enough, have inaccurate sizes, have rotted, etc. which results in negative reviews. It’s recommended to improve product quality.
Functionality Issue: Products can’t be opened, charged, etc. which results in negative reviews. It’s recommended to optimize product function.
False Advertising: Misleading advertising leads to negative reviews. It is recommended to update the correct product information.
Not As Described: The real product received is not as described. It is recommended to update the correct product information.
Counterfeit & Piracy & Copycat & Infringement (IPR): It is recommended to take down the violating products.
Compliance Risk: It is recommended to take down the violating products.

Service issues

Select Service Issue to understand different service-related issues from an overall shop perspective. Review suggestions before taking the action accordingly.

Sellers can also go to "Reviews Details" to jump to the "Product Rating" page to understand 1-2 stars review content in detail. This may include both service issue reviews and other aspects.

The main service issues include:

Wrong Shipping: including empty packages, slow shipping, wrong delivery, wrong SKUs packed. It is recommended to review the fulfillment process.
Refund Issue: Negative reviews result from refund issues. It is recommended to process refund requests.
Illegal Marketing: False advertising leads to negative reviews. It is recommended to learn the rules of the platform well.
Service Communication: Lack of customer service response and poor customer service attitude lead to negative reviews. It is recommended to optimize the shop's customer service.

FAQs

Why is the number of violations displayed on Negative Reviews Performance inconsistent with the number of violations in Shop Health?

Negative Review Analytics only includes negative reviews due to the seller's responsibility, while Shop Health shows all the negative reviews for a total shop.

Why am I not able to see historical negative reviews from Tokopedia?

Please visit Tokopedia seller analytics for Tokopedia historical data prior to the integration.

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