The Reviews Insights Dashboard helps brands understand the overall volume and sentiment of reviews in a single, specific time period. It is great for getting a snapshot of brand health, as well as the best and worst performing Managers, Groups, and Locations.
To access the Reviews Insights Dashboard, simply go to Reviews > Insights.
Tip: A glossary of commonly used terms can be found here.
Dashboard Filters and Settings
The Reviews Insights Dashboard is available at the Account, Group, and Location levels. However, what users see in the top navigation will vary slightly depending on which level they are viewing.
Account: There are three elements to interact with, two of which are also found in Group and Location levels.
- The gear icon in the top-right corner will open up the Account level settings
- (All Levels) The Print button will open up a printable PDF ideal for sending to other stakeholders
- (All Levels) The date range selectors allow users to define the start and end date of the data displayed in the Dashboard
Group: There are five elements to interact with, two of which are also in the Account level.
- The pencil icon in the top-right corner will open up the Group level settings
- The people icon in the top-right corner provides a list of of current Group Managers and allows the user to add new ones
- The trash can icon in the top-right corner opens up a prompt that allows the user to delete the Group
- (All Levels) The Print button will open up a printable PDF ideal for sending to stakeholders
- (All Levels) The date range selectors allows the user to define the start and end date of the data displayed in the Dashboard
Location: There are six elements to interact with, five of which are also in the Account or Group level.
- The network icons in the top-right corner displays which networks are connected for the Location and provides the option to connect additional ones
- The pencil icon in the top-right corner will open up the Location level settings
- The people icon in the top-right corner provides a list of current Location Managers and allows the user to add new ones
- The trash can icon in the top-right corner opens up a prompt that allows the user to delete the Location
- (All Levels) The Print button will open up a printable PDF ideal for sending to stakeholders
- (All Levels) The date range selectors allow the user to define the start and end date of the data displayed in the Dashboard
Reporting Elements
The Reviews Insights Dashboard is made up of seven parts, with each part providing specific insights that collectively provide a holistic overview of the brand’s reputation across connected networks.
Network Overview KPIs: Provides top level KPIs like Average Score, Native Score, and Total Reviews for all networks connected to the account. It breaks down these KPIs by network and provides an overall score across all networks.
Reviews by Month: The first component is a stacked bar chart that shows Total Reviews by month, broken down by Negative, Neutral, and Positive Reviews. It also features a line chart for Average Review Score, which is plotted on the right Y-axis.
Reviews by Source: A pie chart that shows the distribution of Total Reviews in the time period broken down by Network.
Reviews by Sentiment: A pie chart that shows the distribution of Total Reviews in the time period broken down by Sentiment.
Reviews by Response Time: A bar chart that shows how long it took to respond to reviews and how many reviews fall into predefined time ranges. For example, in the image below there were 40 reviews that took over 72 hours to get a response.
Top Managers, Locations, and Groups: Three tables that display the Average Response Time and Average Rating by Manager, Location, and Group. In this context, “Manager” refers to a user with the Manager permission level in the platform.
The table displays the Time metric by default. Simply click Rating in the desired table(s) and it will switch to that metric.
Review Snippets: A list of reviews that have not yet been responded to. Clicking into any single review snippet will open up the review response interface.
Additional Resources
For a full walkthrough of the Reviews Insights Dashboard, please watch the video below.
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