Benchmarks (multi-entity only)

The Benchmarks dashboard provides a comparative analysis of your organization’s main KPIs against those of competitor segments. Segments include categories like Brand, Source, Country and City. The Benchmarks dashboard is made of 3 dashboards: Overview, Reviews and Sentiment.

For details on creating benchmarks, see: Manage Benchmarks

Benchmarks benefits

• Strategic comparisons: Measure your organization’s performance against competitors within specific segments such as brands, countries, or cities.
• Custom benchmarks: Create tailored competitor benchmarks to analyze targeted segments for actionable insights.
• Drill-down insights: Access detailed data, including subcategories, to refine your understanding of strengths and weaknesses.

Key metrics

Benchmark Set overview

Shows a comparison of all the benchmarks included in one set. This allows to have a high level overview of the main KPIs for each Benchmark.

Performance Score CompIndex

This metric calculates the ratio of your average Performance Score to the average Performance Score of your competitors.

• Value > 1: Your average Performance Score is higher than the competitors' average.
• Value < 1: Your average Performance Score is lower than the competitors' average.

Performance Score: by Brand

Compares the Performance Scores of the brands included in your benchmark. Each score is calculated as the average of all review scores for competitors in that brand.

Performance Score: by other Segments

Compares the Performance Scores of other segments like Source, Country or City. Each score is calculated as the average of all review scores for competitors in the selected segment.

Reviews CompIndex

This metric represents the ratio of your average total Reviews to the average Reviews of your competitors.

• Value > 1: Your average number of reviews is higher than the competitors' average.
• Value < 1: You average number of reviews is lower than the competitors' average.

Response Rate CompIndex

This metric calculates the ratio of your average Response Rate to the average Response Rate of your competitors.

• Value > 1: Your average Response Rate is higher than the competitors' average.
• Value < 1: Your average Response Rate is lower than the competitors' average.

Response Rate: by Brand

Compares the Response Rates of the brands included in your benchmark, averaged across competitors in each brand.

Response Rate: by other Segments

Compares the Response Rates for segments like Source, Country, or City, with averages calculated across competitors in the selected segment.

Sentiment Score: own vs competitors

This metric compares your Sentiment Score with the average Sentiment Score of competitors' segment, across all categories.

Additional metrics

Sentiment Score CompIndex: own vs competitors

This metric represents the ratio of your total Sentiment Score to the average Sentiment of your competitors' segment.

This analysis can be done for the different segments available: Brand, Source, Country and City.

Drill down options

Whenever you see a widget with the 🔽 symbol, it means that this widget allows to drill down into other segments or show the reviews behind the scores. In order to drill down, you need to right click on top of the category for which you want to perform a drill down.

Drill down to Subcategory

Right-click on top of a category label and select "Subcategory" to filter the table and view all subcategories within that category.