The Reviews tab displays review results from third-party sites about your company and allows you to respond to them from within a central location.
The top line filters below the Menu Bar affect the data shown on the tab. Secondary filters apply when clicking on interactive chart data.
The third-party review sites you see, such as Google and Facebook, are determined by the source groups selected when your account was provisioned. (See Admin > General Settings > Company Information.) By default, all sources associated with your account are selected in the filter. Depending on your industry, sources associated with your account may vary.
If you want to add a source that you do not see in your account, contact your Customer Success Manager. Keeping your data sources simplified and relevant is important to overall response strategy. See special notice regarding Yelp reviews.
The Average Rating section contains three main parts. Clicking on any of the links in the Average Rating section filters the graph and the list of reviews.
- Star Rating – The average of all star ratings for the selected filters (total divided by number of items in the selection). Rating scale is 1-5 up to one decimal point.
- Sentiment – The percentage of Positive (>=4), Neutral (3), or Negative (<=2) reviews.
- Response – The number and percentage of reviews that your company has responded to or left unresponded.
If the percentages for the reviews responded/unresponded don’t add up to 100, it is most likely due to the fact that not all of the review sources enabled for your account allow for review responses. See the Sources for more information.
The Charts section contains up to three charts. Clicking on any of the bars in the charts section filters the graph and the list of reviews.
View sentiment trends over the selected time period. Elements include: Average Rating (blue line chart), Total Reviews (black labels), Total Positives (green bars), Total Neutrals (yellow bars), and Total Negatives (red bars).
View sentiment trends by review source (selected in above filter) over the selected time period. Elements include: Total Reviews (black labels), Total Positives (green bars), Total Neutrals (yellow bars), and Total Negatives (red bars).
Any Facebook comment on a review counts as a response, even if it’s not from the business owner.
The Reviews section displays all reviews for the selected filters or chart selections. Reviews are shown in near real-time. By default, all reviews are shown and sorted by Newest First. Each review contain the following components:
|The review source. Only sources connected with your account and each selected location are listed.|
|Houston Car Rental
Jeremy D. Doe, M.D.
|Name and link of the review page source (i.e., the location for which the review is about). Additional metadata may appear depending on the review source.|
|The reviewer. Depending on the review site settings, the profiles of the reviewer may include a photo, first and last name, and a hyperlink to the reviewer's site profile.|
|Response status (if available). Status options include: Read, Flagged, Responded, Forwarded, Shared. Change a response status by submitting a response (auto) or by manually choosing a status from the ellipses of the review.|
|The reviewer's chosen star rating followed by the date the review was submitted.|
|The reviewer's comments that optionally accompany the chosen star rating. Additional metadata may appear depending on the review source.|
|Categories that describe the review comments. Categories are automatically applied by the platform's data science engine. The Operations tab uses categories to help provide further insight into your reviews.|
|Review response (if responded to), review response window (if not responded to). If no response window appears, your account requires credentials from the source review site. Credentials are verified in 24-48 hours.|
Learn more about responding to reviews.