Features
Strengths, or what to keep
Advantages disappear quietly, because nobody files a complaint about a thing that stopped being good. The report pulls them out of praise the same way it pulls problems out of complaints.
The strength card
The same layout as a problem card, on the other side: the praised area, the number of compliments, the share, quotes and one "what to keep" sentence. That last one matters most, because an advantage described in generalities cannot be defended through a change of staff or supplier.
A "what to keep" line on every strength
Not "good service", but "greeting returning guests by name at check-in". A sentence you can write into a procedure and check six months later.
Movement over time
A strength whose share has been falling for three months is a warning — even before any complaints appear. It is the only early warning reviews can give you.
Contested areas
When the same topic recurs on both sides — praise from some, complaints from others — the report marks it as contested instead of picking the more comfortable version.
Step by step
How strengths are pulled out of praise
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1
Isolating praise
The same classification that catches complaints catches compliments — separately per topic. An area praised independently across several sources gets a strength card.
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2
The "what to keep" line
From the quotes comes one specific sentence describing a behaviour rather than an impression. Not "good service", but "greeting returning guests by name at check-in".
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3
Movement over time
The share of praise per topic is broken down by period. A strength whose share has fallen for three consecutive months gets flagged — the only early warning reviews can give you.
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4
Flagging contested areas
When the same topic recurs on both sides, the card shows the numbers from each and marks it contested rather than picking the more comfortable version.
In practice
The advantage easiest to lose while cutting costs
At a venue considering a change of breakfast supplier, ninety-six of a hundred and forty-three praising reviews named breakfast explicitly — usually alongside a specific item from the buffet. The decision to cut had been taken and was reversed once that number was on the table.
67%
of praising reviews named one area. That is the thing not to touch during cost optimisation — and it is invisible in the star average.
Why it works this way
Why a list of problems alone does harm
A report made only of complaints suggests changing everything, including the things that happen to work. We have seen it repeatedly: a venue switches breakfast suppliers to cut costs after a run of price complaints, and loses the one thing guests named unprompted.
Common questions
Do strengths have a threshold too?
The same one as problems: at least three independent source reviews and a verified quote. One enthusiastic statement does not make an advantage.
What if the same topic is both praised and criticised?
It goes into the report as a contested area, with numbers on both sides. That usually means the experience depends on the shift, the day of the week or a specific person — which is exactly the information that lets you fix it.
Can strengths be compared with competitors?
Yes, on plans that include competitor analysis. The comparison runs on categories and shares, never on the star average — averages from different platforms cannot be set side by side without conversion.
See also
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