Glossary

Review filter

The review filter is an automatic Google mechanism that withholds or removes reviews judged unreliable — before anyone reports them.

Review gating

Review gating means routing only satisfied customers to a public platform while sending the dissatisfied to an internal form.

Aggregate rating

The aggregate rating is the arithmetic mean of every star rating on a profile — including the ones with no words of explanation at all.

Sentiment analysis

Sentiment analysis automatically assigns a statement a polarity — positive, negative or neutral — without establishing what the statement is about.

NPS

NPS is an index computed from one question — how likely you are to recommend us — as the share of 9–10 answers minus the share of 0–6 answers.

Google Business Profile

A Google Business Profile is the free business listing shown in Maps and in search results, where customers leave reviews.

Omnibus Directive

The Omnibus Directive is EU legislation, in force in Poland since January 2023, obliging sellers to verify reviews and prohibiting their manipulation.

Review corpus

A review corpus is the set of all statements about a venue on which the analysis runs, split into those with text and those that are a bare rating.

Complaint share

The complaint share is the percentage of reviews with text in which a given topic appears — as opposed to the raw count of such reviews.

Conflict of interest

A conflict of interest in reviews is a situation where the author is connected to the reviewed business or to its competitor — through employment, a contract or a personal relationship.

Place ID

A Place ID is a stable identifier Google assigns to a place, pointing at one specific venue regardless of changes to its name or address.

Local pack

The local pack is the block of three businesses with a map shown at the top of Google results for searches with local intent.