Sentiment
Track tenant satisfaction over time using feedback collected from service requests and other in-app interactions.
Overview
The Sentiment page aggregates tenant feedback into a structured dashboard. Feedback is collected automatically when tenants rate their experience after service requests or other touchpoints in the HqO app. Use this data to understand satisfaction trends, identify problem areas, and respond to tenant concerns.
Getting started
Sentiment data populates automatically as tenants submit feedback through the HqO app. No configuration is required to view the dashboard.
💡 Tip: Review the Recent Sentiment Activity section regularly to catch and respond to negative feedback before it escalates.
🔒 Permission required: Access to Sentiment data may require Intelligence permissions. Contact your HqO account team if this section is not visible.
Overview metrics
| Metric | Description |
|---|---|
| Total Feedback Count | Total number of feedback responses received |
| Average Rating | Mean satisfaction score across all responses |
| Response Rate | Percentage of users who provided feedback after a touchpoint |
| Positive Sentiment | Percentage of responses with a positive rating |
Visualizations
- Rating Distribution Chart — Breakdown of how ratings are distributed across the scale (e.g., 1-5 stars)
- Feedback by Tenant — Per-tenant satisfaction breakdown, useful for identifying which companies are dissatisfied
- Recent Sentiment Activity — Individual feedback comments with timestamps and source context (e.g., which service request triggered the feedback)
- Rating Trends — Average satisfaction scores over the previous six months to identify patterns over time
Core workflows
Review recent feedback
- Go to HqO Admin > Intelligence > Sentiment.
- Scroll to the Recent Sentiment Activity section.
- Read individual feedback comments and note the source context.
- Use the source context to trace feedback back to a specific service request or interaction.
Identify low-satisfaction tenants
- Review the Feedback by Tenant section.
- Sort by average rating to find tenants with the lowest scores.
- Cross-reference with open service requests to identify contributing issues.
Track trends over time
- Review the Rating Trends chart.
- Look for months where the average rating dropped.
- Correlate dips with building events, staffing changes, or service disruptions.
FAQ
How is feedback collected? Tenants receive a feedback prompt in the HqO app after certain interactions, such as when a service request is marked Completed. They rate their experience on a scale and can leave an optional comment.
Can I respond to individual tenant feedback? Direct response from the Sentiment page is not currently supported. Use the feedback context to follow up through your normal tenant communication channels.
Why is my response rate low? Response rates depend on tenant engagement with the HqO app. Consider enabling push notifications for post-service feedback prompts to increase completion rates.