From the beginning of your review collection, you will have access to your Brand Reviews dashboard, providing an overview of your brand's perception among your customers.
Brand reviews represent the evaluations left by your customers regarding their overall experience with your brand (online or offline).
Tracking the trends of your brand's rating is essential to understand the evolution of your consumers' perception and quickly adjust your strategies. This not only helps improve customer satisfaction and loyalty but also strengthens the reputation and credibility of your brand.
To view your Brand Reviews dashboard, go to Statistics from the left side menu:
Average Rating
Your average rating is the showcase of your services, so it is crucial 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. You can go back up to a maximum of 24 months. Therefore, if you apply a filter where the start date is more than 24 months ago, the KPIs will only consider the last 24 months.
All reviews are by default included in your rating calculation, regardless of their status. Use the "Review State" filter to refine your result.
Why is this important?
A high average rating indicates that your customers are generally satisfied with their experience with your brand.
Conversely, a drop in this rating may signal emerging issues that require immediate attention. For example, a sudden decrease could be due to quality problems, ineffective customer service, or unmet expectations.
Rating Distribution
The graph on the left represents the volume by rating. The one on the right, the distribution in percentage.
What does this mean?
A significant increase in 2-star reviews can potentially reveal specific problems and coincide with various events such as the release of a new product, an internal change, or manufacturing delays.
By analyzing this distribution, you can identify precise negative trends and take corrective measures.
Average Rating per Month
Tracking the evolution of the overall rating over the year helps to see that specific actions, such as targeted corrective measures, have proactively improved customer satisfaction.
For example, if you launched a campaign to improve customer service in January and see an increase in the average rating in the following months, it indicates that your efforts are paying off. Conversely, a continuous decline might signal the need to reassess your strategies.
Our Recommendations
Monitor your average rating closely
It is crucial to regularly monitor these KPIs to quickly detect any variations and understand the underlying reasons. Continuous analysis not only helps resolve current issues but also prevents future problems.
Leverage customer comments
Customer comments associated with ratings provide valuable context that can help understand the reasons behind rating variations. By analyzing these comments, you can gain qualitative insights that complement the quantitative data.
To do this, we invite you to cross-reference this information with customer comments from the review management tab:
Adjust your strategy
Use the information obtained to adjust your marketing, customer service, and quality management strategies. For example, if a decline in the rating is due to quality issues, focus your efforts on improving production and quality control.
Do you want access to more information, such as store performance to continually improve?
Contact your CSM, or use our contact icon to request access to the paid Advanced Dashboards.