The Failure of Sentiment Theater
Traditional reputation management tools use sentiment analysis to categorize reviews as 'positive' or 'negative' based on tone. For an asset manager, this is 'sentiment theater.' A negative review about a slow elevator is a service issue; a negative review about a broken gate that led to a car break-in is a six-figure liability signal. Sentiment tools treat them the same; risk scoring does not.
What is Liability Risk Scoring?
HeyNeighbor's Review Monitor uses an AI-driven Risk Scoring 1–5 framework. Instead of looking at star ratings, we look for 'Liability Indicators': legal threats, safety hazards, habitability claims (like mold or sewage), and Fair Housing indicators. A 5-star review can still contain a high-risk signal if it mentions a recurring physical failure that indicates neglect.
Moving from Marketing to Risk Intelligence
When you score for risk, you change the executive workflow. Marketing responds to 'angry' reviews to protect the brand. Risk intelligence alerts leadership to 'dangerous' reviews to protect the asset. This distinction allows operators to intervene in properties with high liability scores before those issues result in litigation or insurance claims.
Common Questions
Why is sentiment analysis misleading for risk?
Sentiment only measures the 'vibe' of the text. It ignores the specific operational failures that create legal foreseeability, such as repeated mentions of unsecured entries or health hazards.
How does risk scoring 1–5 work?
The score is assigned based on the severity of the alleged liability. Level 1 might be a general complaint, while Level 5 indicates an immediate safety hazard or a direct legal threat.