The standard "Review Responses" dashboard provides a comprehensive overview of the collected reviews and your performance in terms of responding to them.
The indicators Review Responses allow you to measure the number of moderated reviews that have received a response from you, as well as the average response time during the defined period.
Remember, using predefined responses helps you save time in managing and processing your reviews.
To access your Review Responses Dashboard, go to Statistics from the left-hand side menu:
By default, reviews from the last 30 days are displayed. These 30 days are calculated from the date the form is submitted, however this period can be adjusted using the filter at the top of the dashboard.
You can go back up to a maximum of 24 months. Therefore, if you apply a filter with a start date more than 24 months back, the KPIs will only account for the last 24 months.
Moderated Reviews
We first display the number of moderated reviews. Only reviews that are published and published after moderation are counted. All types of reviews, such as product reviews (rated 1 to 5), are included.
The table then shows the volume of collected reviews that went through the moderation process (on the left), and the volume of these moderated reviews for which you have posted a response (on the right).
Finally, we calculate the average first response time of your teams. The time is displayed in days:
Why is this important?
Tracking your performance and the volume of review responses is essential for several reasons:
- Evaluate the efficiency and responsiveness of your customer team. Responding quickly to both positive and negative reviews shows your customers that you are attentive to their feedback.
- Monitoring the average first response time helps to identify areas for improvement and optimize internal processes to respond faster.
Data Considered by These Indicators
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If multi-site: all countries
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If you manage multiple websites: all websites
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If you manage a store: all stores
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If you manage stores with the "Region" attribute: all regions
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If you collect reviews with the "Channel" attribute (Online / Offline / Click&Collect): all channels.
Want to access more information, such as the performance of your stores to continuously improve?
Contact your CSM, or use our contact icon to request access to the paid option Dashboards Advanced.