The Review Analytics interface included in Review Management allows you to track and measure your E-Reputation in detail and take concrete steps to improve your customers' in-store experience.

General introduction

The following is a list of the information you will find on this page (details of each element can be found later in the article):

  • Filters by establishment and date

  • Filter by keyword(s)

  • Total number of reviews submitted for the selected establishments and comparison with the filtered period

  • Total processing rate for the selected establishments and comparison with the filtered period and the average response time

  • Overall average rating for the selected establishments and comparison with the filtered period

  • Breakdown of reviews into three categories: Satisfied, Neutral and Dissatisfied

  • Progression of reviews over the period in question, including changes in the number of reviews and the average (a filter allows you to switch from number to average)

Filter by establishment

It is possible to filter the statistics by point of sale by clicking the button at the top right of the page.
You can search for establishments and then select them manually or select all establishments in a given town or city directly.

Filter by date

You can also filter the statistics by date, allowing you to compare the data for the selected period with the overall data.
If you do not select a date, the system will by default display data for the past 6 months.
For the ‘My reviews’, ‘Processing rate’ and ‘Average rating’ sidebars, the overall data is displayed on the right, whilst the data for the period in question appears on the left.
The ‘Review progression’ sidebar displays the data for the filtered period.

Filter by keyword(s)

Last but not least, you can filter your reviews by keyword(s), enabling you to hone in on specific aspects of your e-reputation.
Enter the keyword(s) you wish to monitor (‘price’, ‘welcome’, etc.) and view the corresponding number of reviews, processing rate, rating and satisfaction rate.

Number of reviews

The ‘My reviews’ sidebar displays the total number of reviews (in orange, on the right) on the listing(s) for the selected establishment(s), as well as the number of reviews received over the filtered period (in blue, on the left).
As previously stated, if no date is selected, the default period for comparison will be the past 6 months; the same will apply to all the data on this page.

Average processing rate & response time

The processing rate corresponds to the percentage of reviews that were marked as ‘processed’ in total over the period in question.
The average response time corresponds to the average time within which a review is processed.

Average rating & breakdown of reviews

This sidebar, as its name suggests, compares the overall average rating with the average rating over the period in question.
It also shows a breakdown of the reviews into three categories:

  • Satisfied: Rating of 4 or higher (in green)

  • Neutral: Rating of between 3 and 3.99 (in yellow)

  • Dissatisfied: Rating of less than 3 (in red)

The percentage of reviews of this type will appear in the centre of the circle when you move your mouse over the colour of the circle corresponding to a particular type of review.

Change in the number of reviews and average rating

The graph at the bottom of the page shows, by default, the change in the number of reviews received over the period in question.
You can also view the change in the number of cumulative reviews on a listing (reviews received + reviews already published) by clicking on ‘Cumulative Reviews in the key.
If you wish to study the change in the average rating, click the ‘Average Rating’ button.
You can choose whether you look at the changes in these values over the selected period or overall.
Last but not least, you can customise the intervals displayed in the graphs by choosing to display the data by day, week, month or year.

This graph shows the change in the number of reviews on the listing(s) for the selected establishment(s). By default, only the number of new reviews is displayed, but it is also possible to view the change in the total number of reviews on the listing(s) (= reviews received + reviews already published on the listing(s)) by clicking on ‘Cumulative Reviews’ in the key.

This curve represents the change in the average rating for the selected establishment(s).
The colours of the dots depend on the average score and are the same as in the ‘Average rating and breakdown of reviews’ sidebar mentioned above:

  • Satisfied: Rating of 4 or higher (in green)

  • Neutral: Rating of between 3 and 3.99 (in yellow)

  • Dissatisfied: Rating of less than 3 (in red)

In the example below, the selected establishments received 23,260 reviews and had an average rating of 3.9/5 for the week of 25th March

If, after viewing your statistics, you decide you want to boost your e-reputation, check out the Review Booster by clicking on the button below!

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