From the beginning of your data collection, you will be able to access your Product Review dashboard, providing an overview of how your products are perceived by your customers.
Product reviews represent evaluations left by your customers regarding their experience with your product or service.
Monitoring the evolution of your product review scores allows you to quickly identify various negative aspects (for example, quality issues) to better adjust your offerings and improve customer satisfaction and loyalty.
To access your Product Review dashboard, go to Statistics from the left-hand side menu:
Average rating per product
First, we invite you to select the product reference of your choice:
The product score will then be displayed by default for the past month:
Therefore, we invite you to select the period of your choice via the date filter at the top right. You can go back up to a maximum history of 24 months. Consequently, if you apply a filter with a start date prior to 24 months ago, the KPIs will only take into account the last 24 months.
Only published product reviews, reviews published after moderation, and those awaiting validation are counted in the calculation of your score.
Rating distribution
Once the reference and period are selected, you can also consult the exact volume and percentage distribution:
An increase in 1-star reviews for a product may be attributed to various factors, such as quality issues. It is essential to analyze these reviews and their distribution to identify specific issues and remedy them quickly to improve the product's reputation.
Average rating per month
Also, check the evolution over the year to see the impact of your actions on your product score:
A stable average score per month indicates consistent product quality and regular customer satisfaction. If you notice significant drops, it's important to investigate to identify and resolve underlying issues.
Positive trends may reflect successful improvements or effective campaigns, while negative trends may require immediate corrective measures.
Our recommendations
Combine scores with customer comments
Customer comments provide valuable context that complements quantitative data.
Therefore, we invite you to cross-reference this information with customer comments from the review processing tab:
By analyzing these comments, you can gain qualitative insights into the reasons behind the variations in the score, whether positive or negative. These qualitative feedbacks can highlight specific areas for improvement and guide strategic adjustments to enhance product quality and customer satisfaction.
Tracking corrective actions
Ensure to follow up on corrective actions implemented in response to negative reviews. This will allow you to evaluate the effectiveness of your improvement measures and demonstrate your commitment to operational excellence and service quality.
Would you like access to more information, such as product analysis to continuously improve?
Contact your CSM, or use our contact icon to request access to the paid Advanced Dashboards - Smart Data option.