Listed below are commonly used terms and definitions for the Olo Sentiment solution.
Key Terms and Definitions
Network: The general name for specific review platforms like Yelp and OpenTable. Collectively, they are referred to as Networks.
Total Reviews: A total count of reviews published or updated during the time period selected
Average Score: The average review rating for the specific network (e.g. Facebook, Google My Business, Yelp) across the entire Account, Group, or Location. It includes all reviews for that network since it was activated in the platform, providing an overall average rating based on the accumulated reviews over time.
Native Score: The latest page scores of each location on the native network at the time the report is generated. It provides the current review rating of each location as obtained from the respective network's algorithms.
Response Rate: The percent of reviews that received a response, defined as Responded Reviews / Total Reviews in the specified time period.
Average Response Time: The amount of time it takes on average to respond to a review. This is calculated based on when the review was posted on the site and when a response was published.
Negative Response Time: The Average Response Time for negative reviews. This is calculated based on the time between when the negative rated review was published on the native network and the time when the review response was published on the network
Neutral Response Time: The Average Response Time for neutral reviews. This is calculated based on the time between when the neutral rated review was published on the native network and the time when the review response was published on the network
Positive Response Time: The Average Response Time for positive reviews. This is calculated based on the time between when the positive rated review was published on the native network and the time when the review response was published on the network.
Responded Reviews: A total count of all reviews published during the time period selected that have a response comment on the native site.
Unresponded Reviews: A total count of reviews published or updated during the time period selected without a response comment on the native site.
Unresponded Reviews by Sentiment - Negative: A count of all 0-2 star reviews published during the time period selected that have not been responded to by the time the report was generated.
Unresponded Reviews by Sentiment - Neutral: A count of all 3 star reviews published during the time period selected that have not been responded to by the time the report was generated.
Unresponded Reviews by Sentiment - Positive: A count of all 4-5 star reviews published during the time period selected that have not been responded to by the time the report was generated.