The Review Management Report helps drive accountability across stakeholders by empowering brands to set, analyze, and report on review response metrics by Team Member, Group, and Location.
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 Review Management 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 Review Management Report is made up of nine parts, with each part providing specific insights that collectively inform brands of how efficiently they are responding to guest feedback.
Overview KPIs: Displays the Total Reviews, Response Rate, and Average Response Rate metrics for the selected 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.
Responded vs Unresponded Reviews: The total amount of reviews that were responded to and not responded to compared to the previous time period.
Unresponded Reviews by Sentiment: The number of reviews that were not responded to, broken down by Positive, Negative, and Neutral sentiment. Looking at the below chart there were 11 total Unresponded Reviews, nine of which were Positive and two of which were Negative.
Responded Reviews by Response Time: This groups the number of Responded Reviews into buckets based on Response Time. The darker colored bars reflect the current time period and the lighter colored bars reflect the previous time period.
Response Rate Over Time: A line chart that shows Response Rates on a scale of 0-100% over the specified time period, broken down by Negative, Neutral, Positive, and Total Response Rates.
Average Response Time Over Time: A line chart that shows Response Time over the specified time period, broken down by Negative, Neutral, and Positive reviews, as well as a blended Average.
Team Member Performance Insights: A view of many of the Review Management metrics in the report broken down by individual platform users, which is helpful for driving accountability across stakeholders.
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.
Group Performance Insights: Similar to the Team Member Performance Insights table but for Groups, 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.
Location Performance Insights: The same as Team Member Performance Insights and Group Insights tables but for individual Locations.
Additional Resources
For a full walkthrough of the Review Management Report, please watch the video below.
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