Sentiment
iHow warm the words in a review are, scored from 0 to 1, separately from the stars. Someone can leave four stars and still write something unhappy, which is the case worth catching.
On track
0.71
across 68 reviews in period
01
Keeping it high
Staff service: 41 mentions, averaging 4.8
Up from 0.63 three months ago
Almost a five
iFour stars is a happy customer with one complaint. The group is the complaint the review dwells on most, so each review counts once and the groups add up to every four star review. 13 four star reviews in this periodWhat four star customers still complained about.
What held it back
Share of the four star reviews
Reviews
How the words read
Parking
3
0.64
Cash counter queues
3
0.56
Delivery delays
1
0.70
Damaged on arrival
1
0.72
Assembly quality
1
0.58
No specific complaint
4
nothing particular held these back
Five stars that do not read like it
iThe other way the stars and the words disagree. A five star review whose words score below the middle of the scale is worth a look, because the rating is carrying a complaint it does not show. It is rare by design: if many of them appeared, the score bands would be reading the model wrong rather than the customers. 1 of the 45 five star reviewsFive stars, and the words underneath read like a complaint.
DP
Dhruv P.
15 March
The sofa itself is exactly what we wanted and the price was fair, so five stars for that. The delivery was another matter. The first slot came and went without a call, and the second delivery turned up two hours outside the window we were given. I sat in for two days for a job that should have taken one.
The stars
★★★★★
Exceptional
The words
0.48
Needs improvement
Every five star review in this period reads as warmly as it scores, so the rating is not carrying a complaint it does not show.
Sentiment over time
iSentiment reads the words, scored from 0 to 1 on the left. The stars read on the right. The two usually move together; the shaded stretches are where they did not. September 2025 to August 2026Month by month: the words on the left scale, the stars on the right.
Sentiment, 0 to 1
Rating, stars
The words cooled, the stars held
The words recovered, the stars held
The stars said nothing in March and April. The words were already cooling, and the shaded stretch is where it showed. Both are listed below.
When the words and the stars disagree
iA fall in the words while the stars hold means customers are cooling before the rating admits it. A rise with steady stars is recovery the rating has not shown yet. It counts when the words move at least 0.15 in 30 days while the stars move no more than a quarter of a star. Twice in this periodThe warning the rating cannot give, and the confirmation it has not yet shown.
Silent dissatisfaction
16 March to 14 April
Words 0.79 to 0.55Stars 5.0 to 4.8
Nothing in the rating said anything was wrong. Cash counter queues began the same weeks.
Recovering
26 May to 3 June
Words 0.54 to 0.75Stars 4.5 to 4.7
A recovery the rating has not yet shown.
When the words and the stars move together, the rating already says it, so those stretches are not listed.
The words and the stars moved together all period, so nothing was building that the rating was not already showing.
No reviews here yet in this period
Sentiment is read from what customers write, so with nothing written there is nothing to score.
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