The Analytics interface included allows you to track and measure your E-Reputation in detail to take concrete steps to improve your customers' in-store experience.
Go to the tab Analytics and then click on Reviews to see them.
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:
Filter by location;
Filter by date;
Filter by tag.
Performance indicators:
Your online reputation:
Average score;
Number of reviews;
Score distribution.
Review responses
Response time;
Response methods.
Your tags
Key indicator tracking:
To track your performance, there is a drop-down menu on the left displaying the 3 KPIs: Online reputation, Review responses, and Tags
Online reputation tracking:
Average rating
A line graph displays the evolution of the average score over the selected period. You can filter by date and location for a customised view.
At the bottom of the page, you'll find an 'Internal ranking' represented as 'performance scale', where locations are ranked by average rating:
Green: locations with a rating above 4.3;
Light green: locations with a rating between 3.8 and 4.3;
Orange: locations with a rating between 3.0 and 3.8;
Red: locations with a rating below 3.0;
Grey: locations with no reviews.
A table also displays the ranking of your locations (top and bottom performers) based on the average rating, the number of reviews, 5 star reviews, and 1 and 2 star reviews. This table can be filtered by locations group to provide you with a detailed view of each group.
Number of reviews
A chart shows the evolution of review volume over a given period. You can also filter by date and by location for a customised view.
A table also displays the ranking of your locations (top and bottom performers) based on the average rating, the number of reviews, 5-star reviews, and 1- and 2-star reviews. This table can be filtered by business group to provide you with a detailed view of each group.
Score distribution
A histogram presents the distribution of scores over a given period. Colour coding distinguishes the star categories, and the graph shows how the distribution has evolved over time.
Green: 5 stars
Light green: 4 stars
Yellow: 3 stars
Pink: 2 stars
Red: 1 star
You can also filter by date and location for a customised view.
A table also displays the ranking of your locations (top and bottom performers) based on the average rating, the number of reviews, 5 star reviews, and 1 and 2 star reviews. This table can be filtered by business group to provide you with a detailed view of each group.
Review response tracking
Response time: The histogram in this page displays the time taken to respond to reviews, using colour codes:
Green: responses given within 2 days
Yellow: responses given in over 2 days
Red: unanswered reviews
You will find a table showing the ranking of your locations and teams (the tops & flops) based on response time. This table can be filtered by business group, giving you a detailed view for the business tab only.
The response methods reflect the types of responses provided to customer reviews. You will find the following types of responses:
Manual
Templates
Automated
AI suggestions
You will find a table ranking your locations and teams (the tops & flops) based on review response methods. This table can be filtered by business group, giving you a detailed view for the business tab only.
Tag tracking
A quadrant graph illustrates tag positions by categorising them into 4 categories: strengths, weaknesses, opportunities, and threats. This graph shows both the frequency of tag use and the associated average rating.
A tag is considered a strength if frequently used with a high average rating
A tag is considered a weakness if frequently used, but with a low average rating
A tag represents an opportunity if rarely used, but has a hight average rating
Lastly, a tag is a threat if rarely used with a low average rating
On this page, you can view a ranking of tags based on the number of reviews tagged and their average score.
This feature will allow you to identify trends highlighted by your customers and to create action plans to optimise your online reputation strategy.
You can filter the data by clicking on a specific tag in the ranking below the graph to display all statistics related to that tag.
Click on the "Download" button on the right to download your statistics.
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!