Review sentiment analysis: what your Trustpilot reviews praise and complain about
- Built for
- DTC and ecommerce brands with a Trustpilot page, and the agencies and analysts who work for them.
- You enter
- Your website (the domain your Trustpilot page uses). A competitor's website and one store on Google Maps are optional.
- Price
- Free plan: 100 credits, no card. One analysis uses about 22–27 credits.
- What you get
- A coverage block (TrustScore, total reviews, reviews read and their dates, replies from the company, reviewers' countries), the tone split, a theme table with each theme's reviews, share and complaint and praise counts, a month-by-month complaint table with the last 90 days against the 90 before, the top praised and criticized aspects with verbatim quotes, a competitor gap table, and 3 to 5 next steps tied to counts.
- Coverage
- Up to the 200 newest public Trustpilot reviews of each company, with their dates, stars, text, reviewer country and whether the company replied, plus the TrustScore and total review count Trustpilot shows. Optionally the 50 newest Google reviews of one store. Amazon reviews, social comments, Yelp, surveys and support tickets are not included.
- Time to report
- Usually 12–17 minutes.
- Account
- Sign-in with Google required to run it. You can read the example and fill in the form without an account.
How do you do a review sentiment analysis?
Take a fixed set of reviews, such as the newest 200 on Trustpilot, use the stars for the tone (1–2 complaint, 4–5 praise), tag every review with the themes it mentions, and count them. In a run on November 10, 2026, 113 of Allbirds' 200 newest reviews (56.5%) were complaints against 53 of 200 (26.5%) for Vessi. Customer service came up in 87 Allbirds complaints and only 26 at Vessi, which had answered 150 of its 200 reviews. Allbirds had answered none.
Enter your website. Nolyn reads your 200 newest Trustpilot reviews, sorts each one by star rating into praise, neutral or complaint, tags the themes it talks about, and counts them. You get the share of complaints month by month and over the last 90 days, the aspects praised and criticized most with reviewers' own words, where your reviewers come from, and, if you add a competitor, the gaps between you theme by theme. Every count comes with the number behind it and every quote with its date, so you can check them. It is built for brands whose reviews live on Trustpilot rather than Amazon.
- Complaints (1–2 stars)
- 56.5% vs 26.5%
- Reviews the company answered
- 0 vs 150
- Customer service mentions
- 87 vs 26 complaints
- Allbirds, last 90 days
- 81.5% complaints
Key findings
- Allbirds' complaints are about after-sale, not the shoes
- Same topic, opposite tone, and one company answers
The report includes
- Coverage first
- Complaint share by month
- Themes with counts
- Praise and complaints in their words
- Competitor gaps
- Next steps tied to counts
What you get
Coverage first
Complaint share by month
Themes with counts
Praise and complaints in their words
Competitor gaps
Next steps tied to counts
Customer review analysis example: Allbirds, with Vessi
A real run on November 10, 2026, on allbirds.com with vessi.com as the competitor. Neither is a Nolyn customer. It read the 200 newest Trustpilot reviews of each: Allbirds (TrustScore 3.2 from 2,700 reviews) from October 9, 2025 to November 7, 2026, and Vessi (3.8 from 4,436) from October 3, 2025 to November 8, 2026. The table shows each theme in our recount of all 400 reviews.
Complaints (1–2 stars)
56.5% vs 26.5%
Allbirds 113 of 200, Vessi 53 of 200 newest reviews
Reviews the company answered
0 vs 150
Allbirds 0 of 200, Vessi 150 of 200
Customer service mentions
87 vs 26 complaints
Allbirds 87 complaints and 22 praise; Vessi 26 complaints and 78 praise
Allbirds, last 90 days
81.5% complaints
22 of 27 reviews, against 38 of 48 (79.2%) in the 90 days before
| Theme | Allbirds: reviews (share of 200) | Vessi: reviews (share of 200) | Complaint mentions, Allbirds minus Vessi |
|---|---|---|---|
| Customer service | 109 (54.5%): 87 complaints, 22 praise | 107 (53.5%): 26 complaints, 78 praise | +61 |
| Shipping and delivery | 70 (35.0%): 42 complaints, 28 praise | 65 (32.5%): 23 complaints, 40 praise | +19 |
| Returns and refunds | 66 (33.0%): 53 complaints, 12 praise | 40 (20.0%): 20 complaints, 20 praise | +33 |
| Quality and durability | 57 (28.5%): 39 complaints, 16 praise | 44 (22.0%): 9 complaints, 34 praise | +30 |
| Comfort | 57 (28.5%): 21 complaints, 32 praise | 63 (31.5%): 13 complaints, 48 praise | +8 |
| Waterproofing | 5 (2.5%): 2 complaints, 3 praise | 68 (34.0%): 8 complaints, 56 praise | -6 |
| Fit and sizing | 36 (18.0%): 22 complaints, 13 praise | 43 (21.5%): 12 complaints, 29 praise | +10 |
| Website and orders | 27 (13.5%): 17 complaints, 10 praise | 42 (21.0%): 16 complaints, 26 praise | +1 |
| Price and value | 28 (14.0%): 18 complaints, 10 praise | 29 (14.5%): 15 complaints, 12 praise | +3 |
| Look and style | 26 (13.0%): 5 complaints, 19 praise | 31 (15.5%): 3 complaints, 27 praise | +2 |
The 200 newest Trustpilot reviews of each company, read November 10, 2026. A review can mention several themes, so the rows add up to more than 200. Complaints are 1–2 star reviews and praise 4–5 star reviews. Reviewers: Allbirds 111 United Kingdom, 52 United States; Vessi 145 Canada, 49 United States.
Allbirds' complaints are about after-sale, not the shoes
Same topic, opposite tone, and one company answers
Vessi's praise is its product promise
A holiday spike shows up by month
We read all 400 reviews and recounted every figure; the page uses our recount. Star, month, reply and country counts are computed from the raw Trustpilot data. For themes, we tagged every review against a fixed list of ten themes and checked the run's own tags review by review: none of the review numbers it listed under complaints or praise had the wrong star rating, and most theme counts were within a few reviews of ours. The run had no waterproofing theme for Vessi and counted those reviews as quality (78 praise where we count 34 quality and 56 waterproofing). It also counted 37 Vessi service complaints where we count 26. Allbirds' October 2025 is a partial month at the start of the list and had an unusual burst of 44 praise reviews in 50, so it is left out of the trend. The run's own report matched the raw data on the star, month and reply counts, and the six praise quotes we checked were copied exactly. It used 22 credits and about 16 minutes.
How it works
Enter your website
Type your domain or paste your Trustpilot page link. Add a competitor if you want the gaps.
Nolyn reads the newest reviews
It pulls up to 200 of the newest Trustpilot reviews per company, with dates, stars, text and reviewer country. Counts by star and month are computed from that list, not estimated.
Each review is tagged
The AI tags every review with the themes it talks about and records the review numbers per theme, so each theme count can be traced back to the reviews behind it.
Read the coverage, then the findings
Check how many reviews were read, from when and from where, then use the themes, trend, quotes and next steps.
Who uses a customer review analysis
DTC brand teams
Ecommerce agencies
CX and support leads
What it cannot do
It reads up to the 200 newest Trustpilot reviews per company, not every review: for a busy brand that can be a few weeks, for a smaller one more than a year, and the coverage block says which. Trustpilot reviewers lean toward people with a problem, and companies that invite reviews after a purchase or support chat get more praise, so a complaint share is not a satisfaction score for all customers. Trustpilot is global, so reviewers may be mostly outside the US. Themes are tagged by AI and every count can be checked against the review numbers, but tagging is a judgment call. It cannot read Amazon reviews (use the Amazon review analyzer), social comments (use brand perception analysis), Yelp, private feedback, surveys or support tickets. Very long reviews are read up to their first 1,000 characters.
Questions
Sorting reviews by tone and by what they talk about, then counting. Here the tone comes from the stars (1–2 complaint, 3 neutral, 4–5 praise) and each review is tagged with themes such as customer service, returns or fit. The counts show which themes drive complaints and which drive praise, and every quote is shown with its date.
Reading this page and the example is free. Running an analysis needs a Nolyn account: sign in and new accounts get 100 one-time free credits, no card. The example, with a competitor, used 22 credits: 2 for the reviews and 20 for the AI reading and tagging 400 of them.
Up to the 200 newest public Trustpilot reviews of the company you enter, and of one competitor if you add one, with their dates, stars, text, reviewer country and whether the company replied. You can also add one store's 50 newest Google reviews. It does not read every review a company has: the coverage block says how many were read and over which dates.
The Amazon review analyzer reads the reviews on one Amazon product. This tool reads a company's Trustpilot page, where reviewers write about the whole purchase: delivery, returns and support as well as the product. Use this one for a DTC brand that sells on its own website.
Brand perception analysis reads what people say in public comments on TikTok and YouTube and Amazon's review summary. This tool reads reviews written by customers on Trustpilot. Both show counts and quotes; one covers social talk, the other customer reviews.
Yes. Add the competitor's website and its newest reviews are read and tagged with the same themes. You get a gap table and the points where it is praised and you are criticized, and the reverse. In the example, Allbirds had 61 more customer service complaints than Vessi in the same number of reviews.
Trustpilot is used more in the UK and Europe than in the US, so a US brand's newest reviews can come mostly from abroad. In the example, 111 of Allbirds' 200 newest reviews came from the UK and 52 from the US. The report shows the country split at the top so you can weigh the results.
No. People with a problem are more likely to write on Trustpilot, and companies that invite reviews after a purchase or support chat collect more praise. Use the complaint share to track change over time and the themes to see what goes wrong, not as a satisfaction score for all customers.
Reading this page and the example is free. Running an analysis needs a Nolyn account: sign in and new accounts get 100 one-time free credits, no card. The example run, with a competitor, used 22 credits (2 for the reviews, 20 for the AI) and about 16 minutes, so a run like it fits in the free credits. Follow-up questions use credits too, and once the free credits are used, runs use a paid plan's credits.
To run it, yes: sign in with Google. It is free and asks for no card. You can read the example and fill in the form before signing in.
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