Reviews

The Reviews dashboard provides a centralized view of essential reputation metrics and KPIs, along with their changes over time, helping you track and improve your organization’s performance.

Reviews benefits

Comprehensive insights: Quickly access the most critical reputation metrics and KPIs for your organization, enabling data-driven decision-making.
Visual clarity: Interactive charts and tables make understanding data trends easier, whether by source, segment, or timeframe.
Custom analysis: Dive deeper into your data by segmenting KPIs for multi-entity comparisons, helping you pinpoint strengths and areas of improvement.

Key metrics

Performance Score

The Performance Score is the arithmetic average review score for the selected timeframe. Recent reviews are not given extra weight in this calculation.

This represents the total number of reviews collected during the selected timeframe.

Response Rate

The Response Rate measures the percentage of reviews that have been responded to during the selected timeframe. It accounts only for reviews from platforms that allow responses and includes only published responses.

TrustYou Score

The TrustYou Score is calculated using a proprietary algorithm that places more weight on recent reviews. It covers the past 24 months of data, offering a well-rounded view of entity performance, irrespective of the selected timeframe.

Source Score

The Source Score is the score published on the source website for an entity on the last day of the selected timeframe. For instance, when viewing data for the last 7 days, the Source Score will reflect the website score from yesterday.

Additional metrics

Reviews by Source and breakdown

A pie chart and table display the distribution of reviews across different sources for the selected timeframe.

KPIs over time

Track the development of key metrics like Performance Score, Response Rate, or Source Score over time. The correlation between these KPIs and the number of reviews is visually represented in charts. You can isolate specific KPIs by deactivating others in the chart legend.

KPIs by Segment (Multi-Entity access only)

Analyze KPIs by specific segments, such as brands or countries, at the bottom of the dashboard. Use predefined or custom segments to explore metrics like Performance Score, Response Rate, or Source Score for more targeted insights.

New Language and Rating Filters

Two new filters and segments — Language and Rating — in the Reviews Dashboards have been introduced in the February release. These new features allow users to gain more detailed insights from their reviews data and make more informed decisions by segmenting data based on language and rating.

Key Features of the New Language and Rating Filters:

New Filters:
- Language Filter:
  Users can now filter reviews based on the language in which they were written. This feature will allow you to focus on reviews in a specific language, helping you understand sentiment across different linguistic groups.
- Rating Filter:
  A new Rating filter has been added, with values ranging from 1 to 5. This maintains the same rating scale as in the classic version and allows you to filter reviews by their star rating. The reviews are divided in score sections of 1 to 5, with 1 corresponding to a score of 0-20 on a scale to 100 and 5 corresponding to a score of 81-100 on a scale to 100
New Review Segmentations:
- The Language and Rating filters are now part of the available review segmentations, alongside the existing Source segmentation. This allows for more granular insights into your review data based on these two key factors.
New Pie Charts:
- Reviews by Language: A new pie chart has been added to show the distribution of reviews by language.
- Reviews by Rating: A second pie chart has been added to show the distribution of reviews by rating (1 to 5 stars).

How to Use:
To start using the new Language and Rating filters:

Go to the Reviews Dashboard
Select the desired Pie chart from the drop down menu.
Select the Language or Rating filter from the available options in the dashboard.
Use the segment selector in the KPI by Review section to switch between Source, Language, and Rating data.
View the updated pie charts for language and rating distribution to better understand your review data.