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Setting up and using Sentiment Review Platform

Manage every Google and Dineplan review from one dashboard, with AI-drafted replies in your voice.

 

How Sentiment scores work

In Dineplan, guests can rate food, service, ambience, and value. On Google, guests can rate food, service, and atmosphere.


Sentiment pulls in each review's overall star rating, but analyses the review text using AI to derive its own scores for the individual category metrics - food, service, ambience, and value. This means a Sentiment category score may not match what a guest rated, because written reviews often contain detail and nuance that a number doesn't capture.


Because this analysis is applied consistently to every review regardless of platform, all reviews sit on the same playing field — giving you a richer, more comparable picture across Google and Dineplan than ratings alone provide.

 

Setting up your reviews 

Dineplan reviews are pulled into Sentiment automatically — no setup required.

To bring in your Google reviews, you'll need to grant our team manager access to your Google Business Profile.

Why this is required

  • Access and manage Google reviews
  • Receive review notifications
  • Publish owner responses on your behalf
  • Ensure accurate review reporting and analytics

How to grant access

  1. Sign in to your Google Business Profile account
  2. Select the relevant business location
  3. Navigate to Business Profile Settings → People and Access
  4. Click Add
  5. Enter the email address: connect@dineplan.com
  6. Assign the role Manager
  7. Send the invitation

Once added, pop a mail to support@dineplan.com to let us know and we'll make sure your Google reviews begin syncing into Sentiment.

 

Your Review Dashboard

dineplan_sentiment_1

 

See all your reviews in one place and filter on:

  • Date Range
  • Star Rating
  • Public / Private Reviews
  • Critical
  • Replied / Not-replied
  • Review channel

Expand each review using the small arrow on the left, to see your reply, who replied and the individual metrics for Dineplan reviews. 

New reviews are refreshed every hour.

 

What is NPS in Sentiment?

Where ratings give one a hard score, NPS analyses the content of comments to draw out more nuanced sentiment showing you what proportion of it is positive vs passive vs negative. Use this alongside your star rating to get a fuller picture of guest sentiment.

 

 

Responding to reviews 

All reviews - Google and Dineplan - appear in the review panel. Public reviews will have a Reply option on the right hand side. Private reviews will not. 

Click Reply to respond. An AI-drafted reply will be available - review it, edit if needed or even rewrite it entirely and post.

Sentiment's AI learns your brand voice over time by comparing your previous responses and edits, so drafts improve the more you use it.


 

Insights

Select a date range and click into each metric to see which reviews include comments relevant to that theme eg. all reviews with ambience-related comments. Or all that mention food. 

 

 
 

Reports

Weekly reports are generated, you can view them on screen or export a pdf version.  These include an overview, highlights, any points of concern, recommendations and patterns identified. 

Staff specifically mentioned, and any urgent reviews that haven't yet been responded to.

 

 

Who has access to Sentiment

Everyone has access, but only those with "Respond to reviews" permissions in Dineplan will be able to respond to reviews.