Once you have collected your reviews, it is essential to regularly consult certain key indicators to track your performance; but also to take advantage of consumer feedback and adjust your strategy accordingly.
This routine will allow you to quickly identify areas for improvement to optimize customer satisfaction and, by leverage effect, sales and loyalty.
In this article, we will present 5 key indicators to monitor closely!
To start, go to the left side menu, then to Statistics to access the performance dashboards.
1. Monthly collection performance evolution
Review Collection
This information is available from the Review Collection Dashboard.
Monitoring the open rate, responsiveness, and form conversion rate on a monthly basis helps analyze the effectiveness of your email campaigns and adjust your approaches to maximize the number of collected reviews.
Consulting the evolution curves of your collection will help you understand how seasonal changes or promotional periods influence customer engagement. These elements will also help guide your future product launches.
Here are 2 concrete examples:
Open rate: If you launch a new collection before the start of the school year and notice a low open rate, it may indicate that your email subjects are not attractive. Adjusting these elements can increase engagement and collected reviews!
Seasonal trends: By monitoring the evolution curves, you might notice that summer sales lead to more reviews. This allows you to strategically plan your review requests after these promotions to maximize engagement.
2. Response rate
Global View
From the Global view Dashboard, we recommend closely monitoring your response rate. It is extremely indicative of your consumers' engagement with your brand! A high response rate indicates positive customer engagement. It helps to understand the effectiveness of your review requests (form/email construction and timing settings), but also to identify the most receptive customer segments based on the purchased product.
A low response rate may indicate:
- A questionnaire that's too long or too detailed.
- Inappropriate timing: The request arrives before the customer has tested the product.
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Emails perceived as spam: Too many emails sent, creating fatigue.
- Lack of personalization: Review requests are too generic, without mentioning the purchased product.
The response rate is calculated as follows: number of completed forms/number of review requests sent. It is represented as a percentage.
A good response rate varies by sector but generally ranges between 10% and 20%. A rate of 20% to 30% is ideal and can be achieved through follow-ups or a more personalized approach (personalization variables).
3. Average rating
Global View
The average rating (whether Brand or Product) is a direct indicator of customer satisfaction. You can view it from the Global view Dashboard.
By monitoring the evolution of this rating, you can identify trends and adjust your product or brand strategies to improve the customer experience. A high average rating is also a great marketing asset!
Here are 2 concrete examples:
Optimizing marketing strategy: A high rating on a product can be highlighted in dedicated marketing campaigns, Google Shopping, or in Google's Rich Snippets, thereby reassuring future customers and increasing conversions.
Detecting a product quality issue : A low or declining rating may, for example, indicate a production defect (such as fabric shrinking when washed, elastic losing hold, etc.). By analyzing this rating and the associated comments, it will be easier for you to identify this issue. You can then promptly address it to avoid a high volume of returns and improve customer satisfaction!
4. Number of reviews in progress
Review Management Dashboard
This indicator mainly helps manage the flow of reviews efficiently. It is available from the Review Management Dashboard.
A large number of reviews in progress may signal a need to optimize internal review processing processes, which is essential to ensure that customers do not encounter excessive delays in processing their review.
If you notice, for example, that your number of reviews in progress is rapidly increasing, it may be useful to use automation tools to sort them. You can, for instance, implement tags to better distribute the task among your teams.
5. Review volume evolution
Review Display
This indicator is available from the Review Display Dashboard. Monitoring the evolution of the number of published reviews helps evaluate the impact of your review collection on your brand's reputation.
The more reviews you publish, the more you improve consumer credibility and trust by providing a more complete picture of your customer experience.
If the number of published reviews increases regularly, it shows that your engagement strategy is working!
If the number of published reviews drops significantly, do not hesitate to check your order volume.