The Customer Experience Report enables users to understand essential review data. There are three (3) tables that contain data from reviews that help businesses understand how their locations are performing and potential opportunities for improving.
Managing Data
The data in the Customer Experience report can be managed by filters and by sorting the data in each table.
Filters
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Filters Button This includes your primary filters for the data found in the Customer Experience Report.
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Date Selector Use the calendar to select particular dates to gather review data from.
The dropdown selector enables you to choose a set range of 7 days, 30 days, 3 months, or 12 months.
NoteSome data in the Customer Experience Report shows previous time period metrics for comparison. What you choose here will decide the current time frame. The previous time frame will correspond to what you select.
Example: When setting 4 days, the “previous” metrics would be measuring the 4 days prior.
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Table Headers
Clicking on table headers enables users to select how sort the data in the in the table (highest to lowest or lowest to highest). The column selected will decide which data point is sorting the information in the table.
Additionally, choosing a column with text data (e.g., Location Address) will allow you to choose the sorting data point via dropdown menu.
Top Locations
The Top Locations table lists all managed (and filtered) locations along with valuable review data. The table defaults to sorting locations by those with the most Google reviews.
Data included:
- Store ID: Location identifier in the location data.
- Location Address: Address in the location data.
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Avg Rating: An average star value (1-5) across the following connected directories:
- Google Reviews
- Facebook Recommendations
- Yelp Reviews
- Tripadvisor Reviews
- Expanded Reviews (List of Directories Here)
- Facebook (recommendations) Count: Total number of recommendations for the time period selected in filters.
- Yelp (reviews) Count: Total number of Yelp reviews for the time period selected in filters.
- Tripadvisor (reviews) Count: Total number of Tripadvisor Reviews for the time period selected in filters.
- Expanded Reviews Count: Total number of reviews from Expanded Reviews directories for the time period selected in filters.
- Total Replied Reviews: Total number of reviews replied to across the connected directories mentioned above.
- Google (reviews) Count: Total number of Google Reviews for the time period selected in filters.
Top Keywords
Counts the amount of times a word is used across reviews and sorts highest to lowest.
Data included:
- Keyword: A word mentioned in reviews
- Current mentions: How many times the “keyword” has been mentioned in reviews during the selected time period.
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Previous mentions: How many times the “keyword” was mentioned in reviews prior to the current time period. Will capture the count based on an equal amount of time.
- Example: Month over Month or Week over Week
- Custom Example: If a user chooses 4 days time, the previous mentions would be counting for the 4 days prior.
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Percentage change +/-
- Has the keyword been mentioned more (+) or fewer (-) times than the previous time period selected.
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Current Avg Rating of reviews containing that word vs Previous avg
- Based on an equal amount of time. If I choose 4 days time, the previous rating would be counting for the 4 days prior.
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Percentage change +/-
- Has the keyword mentioned been in reviews that are more positive or negative from the previous time period.
Use Case
Users can review the information for words that are meaningful to the business (e.g., Service). Then it can be identified if the “keyword” is mentioned more/less frequently. Pair that with the average rating to see if the keyword mentioned is trending more positively or negatively.
Example: If we take the word “Clean” in the table above, we see that it has 1,094 mentions in reviews for the current period versus previously being mentioned 1,234 times. This on it's own may not be telling enough, however we see that the current rating on average is 4.61 versus previously being 4.69. While not significant in change, it may be worth keeping an eye on as this can be a result of more neutral or negative reviews that contain the word clean.
Since, customers are likely to prefer a location that is clean, we may want to check the Inbox for reviews that contain the keyword “Clean” to see what the ratings are and what customers are saying.
Top Groups
Requires that Location Groups have been created in the platform. Ranks Locations Groups based on their average rating (Highest to Lowest).
Data Included:
- Location Group Name
- Total Number of Reviews: The total number of reviews that the all the locations in the group received.
- Average Rating: An average rating for all the locations contained within the grouping.
Use Case
A brand wants to rank the success of a market region. Admins can create Location Groups to contain locations within their region. The table will calculate the Avg Rating for all the locations within that group and rank it against other Location Groups.
This can also work for ranking franchisee locations. Admins can create Location Groups by Franchisee to help them rank how Franchisee locations are performing based on customer reviews.
Downloading Data
Each of the tables can be downloaded into a Spreadsheet.
- Hover over the table to reveal the additional options.
- Click on the three dot menu ( )
- Select to download either a .CSV or .Excel file
