The Reputation Performance Report helps brands easily see their key metrics like Total Reviews, Native Score, and Reviews by Sentiment over two time periods. For example, brands can compare month-over-month performance or the last quarter against the same quarter the prior year. It is also great for deep diving into performance on a network by network basis, which makes it easy to spot areas of opportunity.
This report can be found in the Reports > Reporting section of the platform.
Tip: A glossary of commonly used terms can be found here.
Report Filters
The Reputation Performance Report is available at the Account, Group, and Location levels. There are six filters in this report, and the first one functions a little differently than the Reputation, Sentiment, and Competition dashboards.
In the screenshot above the user is at the Account level, which for this account is called OLO Sentiment. Clicking the first filter box reveals a dropdown where the user can select their desired Groups and Locations to include in the report.
Users can select any combination of Account, Group, and Location values regardless of what level they are on.
There are five other elements to interact with as well:
- The Network Filter allows the user to filter the dashboard to any combination of connected networks using a simple checkbox interface
- The Ratings Filter allows the user to filter the dashboard to any combination of 1-, 2-, 3-, 4-, or 5-star ratings, as well as Facebook “Recommends” or “Does Not Recommend” values
- The Time Comparison filter allows the user to select between predefined and custom date ranges to compare against
- The email icon opens an Email Report interface that allows the user to email the report as a one-off or on a recurring schedule
- The download icon opens an Export to XLSX interface that allows the user to both download and email a XLSX file
Reporting Elements
The Reputation Performance Report is made up of ten parts, with each part providing specific insights that collectively provide deep insights into how a brand’s reputation is evolving over time.
All-Time KPIs: Displays the total number of reviews across all networks and the average all time native score of all selected networks. This shows all-time data regardless of the date range filters that have been set.
All-Time – Review by Sentiment: A pie chart of all time reviews broken out by Negative, Neutral, and Positive reviews. This shows all-time data regardless of the date range filters that have been set.
All-Time – Reviews by Response Status: A pie chart of all time reviews broken out by Responded and Unresponded Reviews. This shows all-time data regardless of the date range filters that have been set.
Current Time Period KPIs: Displays key review metrics for the specified time period. It also shows how that compares to the previous time period, with the value displayed in red if it’s gotten worse and green if it’s improved. The previous period’s raw value is displayed in gray.
Current Time Period – Review by Sentiment: Shows the total number of reviews in the selected time period broken out by Negative, Neutral, and Positive reviews. The darker colored bars reflect the current time period and the lighter colored bars reflect the previous time period.
Current Time Period – Native Score Over Time: A historical representation of the Native Score for the time period selected. This is calculated by averaging each of the daily native scores for the report’s time period.
Depending on the period of time selected, a gray box may be displayed in the chart. This is to indicate it was a weekend, which often generates more reviews than weekdays.
Current Time Period – Reviews Over Time: The total count of reviews published or updated during the time period selected.
Reviews by Network: A drill down of which networks are driving the most review volume and how key metrics like the distribution of Negative, Neutral, and Positive reviews varies by network. This information is visualized both as a bar chart and as a data table.
Group Performance Insights: This allows users to look at many of the Reputation Performance metrics in the report by Group, which are user-defined collections of Locations. These are often used to group together locations in a particular region or that are owned by a single franchisor.
Clicking the Breakdown button allows the user to view each Metric by Network or each Network by Metric.
Network by Metric:
Metric by Network:
Location Performance Insights: Displays the same data as the Group Performance Insights table but for individual Locations.
The table is also customizable. Clicking the Configure Columns button in the top-right allows the user to edit the metrics included in the table, as well as their ordering within the table.
Additional Resources
For a full walkthrough of the Reputation Performance Report, please watch the video below.
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