The indicators we will present in this article are very important because they allow you to understand your customer ratings, track rating trends over the long term, and identify the strengths and weaknesses of your products.
To view your Brand Reviews and Product Reviews Dashboards, go to Statistics from the left sidebar menu:
Brand Reviews
Brand reviews represent the evaluations left by your customers regarding their overall experience with your brand.
Tracking your brand rating trends is essential for understanding how consumer perception evolves and quickly adjusting strategies. This allows you to anticipate customer needs and strengthen your brand's reputation.
Overall Rating
Your overall rating is the showcase of your services, so it is essential to monitor it regularly to detect any trend variations.
By default, it is displayed for the past month. Use the period filter to adjust it to the desired period:
Rating distribution
The graph on the left represents the volume per rating. The one on the right, the percentage distribution.
A significant increase in 2-star reviews can potentially reveal specific problems and coincide with different events (release of a new product, internal changes, manufacturing delays, etc.).
Average rating per month
Monitoring the overall rating trend throughout the year helps to see that certain actions, such as targeted corrective measures, have proactively improved customer satisfaction.
The average rating displayed on the certificate is calculated from ratings from the last 12 months. It enhances your credibility and is a sign of trust for your consumers!
Product Reviews
Product reviews represent the evaluations left by your customers regarding their experience with your product or service.
Viewing the trends in your product review ratings helps quickly identify various negative elements (for example, quality issues) to better adjust your offer and improve customer satisfaction and loyalty. But also to identify positive points that reassure you about the composition of your offer, or to verify that a corrective action is yielding results.
First, we invite you to select the product reference of your choice:
The product rating will then be displayed by default for the past month:
We invite you to select the period of your choice via the date filter in the top right corner:
Rating distribution
Once the reference and period are selected, you can also view the exact volume and percentage distribution:
An increase in 1-star reviews for a product can, for example, be due to various factors, such as quality issues. It is therefore essential to analyze these reviews and their distribution to identify specific problems and address them to quickly improve the product's reputation.
Average rating per month
Also, check the annual trend to see the impact of your actions on your product rating:
To obtain a complete and qualitative analysis of your data, we invite you to cross-reference this information with customer comments from the review processing tab:
Brand and Product Review Requests
The goal of this performance table is to understand your data collection funnel to take the right actions to increase your survey response rate!
It indicates: the number of emails sent, the open rate, the click rate, the number of completed forms, and reviews collected over the last 30 days. Feel free to use the date filter to select the period of your choice.
This information is essential to monitor because it will allow you to strategically take the following actions: adjust your sending delays if necessary, identify best practices, optimize the email and form content to achieve a better open and click rate.
Do you want to access more information, such as product analysis or store performance to continuously improve?
Contact your CSM, or use our contact icon to request access to the Advanced Dashboards - Paid option.