Summary

Introducing the New Reputation Report:  Unlock Insights to improve customer experience. 

Our new Reputation Report brings together actionable visuals and metrics to help you better understand customer feedback, improve response rates, and monitor your brand reputation over time. Let’s break down each section of the report, what it reveals, and how you can use it to drive your business decisions.

Total Reviews

What it shows: This donut chart breaks down the total number of reviews across key platforms like Google, Yelp, and Facebook.

How to use it: Use this section to quickly understand which directories are generating the most customer feedback. Focus your engagement efforts where the majority of your customers leave reviews.

Reviews By Directory

What it shows: This line graph shows review trends over time segmented by platform (Google, Yelp, Facebook).

How to use it: Monitor the performance of different review platforms. A sudden dip might indicate decreased customer engagement or awareness, while spikes could signal specific campaigns or events driving feedback.

Reviews By Type

What it shows: This graph highlights the type of reviews (Photos, Questions, Reviews) over time.

How to use it: Understand what kind of content your customers are submitting. A rise in questions could mean customers need more clarity about your services, while photo uploads reflect high customer engagement.

Are You Responding to Reviews? 

Average Response Time (With and Without Text)

What it shows: Displays the average time taken to respond to reviews with and without text.

How to use it:

• For reviews without text, if response times are in hours instead of minutes and the average reply rate isn’t at 100%, utilize Uberall's Auto Response feature. This tool uses response templates to automatically reply on your behalf, ensuring no review goes unanswered and improving overall response metrics.
• For reviews with text, utilize Uberall's response templates to maintain a consistent brand tone and help your team respond efficiently. You can also leverage AI-generated responses to save time while ensuring replies are thoughtful and tailored to customer feedback.

Average Reply Rate

What it shows: Shows the percentage of reviews receiving replies, segmented by reviews with and without text.

How to use it: High reply rates build trust and engagement. Ensure you’re replying to all reviews, even simple star ratings, to maintain a positive relationship with your audience. Tools like Uberall's Auto Response can automate replies for non-text reviews, while templates and AI-powered responses can help personalize replies for reviews with text.

Review Count By Day Of Week

What it shows: Bar charts display the volume of reviews (with and without text) broken down by day of the week.

How to use it: Use this to identify when customers are most active in leaving feedback. You can align your response schedule with high-activity days to optimize efficiency.

Reply Rate By Rating

What it shows: This horizontal bar graph indicates how often you respond to reviews, segmented by star rating (1–5 stars).

How to use it: Ensure you’re responding to both positive and negative reviews. Low reply rates for 1- or 2-star reviews could be an opportunity to improve customer perceptions.

Average Star Rating

What it shows: A quick snapshot of your overall average star rating across platforms.

How to use it: Track your rating to assess overall customer satisfaction. Sudden drops might signal service issues that need immediate attention.

Reviews By Star Rating 

What it shows: A pie chart breaks down the proportion of reviews across 1–5 stars.

How to use it: This visual helps you analyze sentiment at a glance. A large percentage of 1- or 2-star reviews could indicate recurring issues to resolve.

Rating Over Time

What it shows: This stacked bar chart shows the volume of reviews by star rating over time along with the overall trend line. 

How to use it: Identify trends in customer sentiment. Are positive reviews increasing? Are there spikes in negative reviews that coincide with certain events or changes in your business?

Sentiment Score

What it shows: Tracks how customer sentiment evolves over time by categorizing reviews into positive, neutral, and negative sentiment.

How to use it: Use this visual to identify trends in customer feedback and determine whether your business actions are improving sentiment over time. If sentiment declines, dig deeper into specific reviews to uncover issues and address them proactively.

Note: To access the full breakdown of sentiment analysis, you need to have the Sentiment Analysis report enabled.

Sentiment Over Time

What it shows: Highlights the most frequently mentioned keywords in customer reviews, along with their average rating and changes over time.

How to use it: Use this to understand what aspects of your business customers discuss most, whether positively or negatively. Monitor keyword trends to identify opportunities for improvement or areas to highlight in marketing.

Note: Full insights into sentiment by keyword require the Sentiment Analysis report.

Top Keywords

What it shows: A list of keywords frequently mentioned in reviews, including their average rating and changes over time.

How to use it: Use this to uncover recurring themes in customer feedback. Positive keywords highlight what customers love, while negative keywords identify areas for improvement. Look to utilize these keywords in your marking and listing initiatives. 

Location Tab

What it shows: The location tab will list the entirety of the Reputation Report on a location level. 

How to use it: Review and isolate top/bottom performing locations and top/bottom performing groups. 

How to Use This Report in Your Day-to-Day

• Prioritize Review Responses: Start by addressing reviews that need immediate attention, especially low-star ratings and questions.
• Track Trends Over Time: Use visuals like “Reviews by Directory” and “Sentiment Over Time” to monitor progress or identify sudden shifts.
• Identify Areas for Improvement: Analyze average star ratings, sentiment scores, and keywords to pinpoint where to focus your efforts.
• Celebrate Wins: Highlight improvements in reply rates, star ratings, and positive sentiment to showcase your team’s hard work.
  
  By leveraging the Reputation Report daily or weekly, you’ll gain the insights needed to enhance customer experience, improve brand perception, and boost overall performance.