1. Overview

Your Review Dashboard provides a centralized hub to monitor your review performance and customer feedback. By understanding the available metrics and using them strategically, you can increase the number of reviews you collect, address customer feedback effectively, and improve your online reputation.

This guide will walk you through navigating the dashboard and making the most of its features.

2. Navigating the Review Dashboard

Follow these steps to access and navigate your Review Dashboard:

1. Log into Your Account:
   • Access your account and go to the Review Dashboard from the main navigation menu.
2. Review Key Metrics:
   • The dashboard will display essential metrics such as:
     • Total Reviews: The total number of reviews collected over time.
     • Review Response Rate: How often you respond to reviews.
     • Average Star Rating: The overall average rating from all reviews.
     • Non-Reviewers: Customers who have not left a review after receiving a request.
     • Private Feedback: Internal feedback that was not published as a public review.
3. Filter Data:
   • Use the filter options to view reviews over specific time periods (e.g., last 7 days, last 30 days).
4. View Review Details:
   • Click on any review or metric for more details, including customer comments and timestamps.

3. Key Metrics and What They Mean

A. Total Reviews

• What It Is: The total number of public reviews your business has received.
• Why It Matters: A higher review count builds credibility and trust.
• Action:
  • If your review count is low, ensure you are actively sending out review requests.

B. Average Star Rating

• What It Is: The average star rating from all customer reviews.
• Why It Matters: A high star rating attracts more customers and improves your reputation.
• Action:
  • Address negative reviews promptly to improve your average rating.
  • Follow up with happy customers to encourage additional reviews.

C. Non-Reviewers

• What It Is: A list of customers who did not leave a review after receiving a request.
• Why It Matters: Identifying these customers allows you to follow up and increase your review success rate.
• Action:
  • Use polite follow-up messages to encourage reviews.
  • Avoid over-messaging to prevent frustration.

D. Review Response Rate

• What It Is: The percentage of reviews you have responded to.
• Why It Matters: Responding to reviews demonstrates professionalism and care for your customers.
• Action:
  • Set aside time to respond to both positive and negative reviews.
  • Thank customers for positive feedback and address any concerns raised in negative reviews.

E. Private Feedback

• What It Is: Feedback submitted internally instead of being shared publicly.
• Why It Matters: Private feedback gives you a chance to improve services and address concerns.
• Action:
  • Review private feedback regularly and take appropriate action to resolve issues.

4. Taking Action to Improve Performance

Here’s how you can use your Review Dashboard to make meaningful improvements:

1. Monitor Your Metrics Regularly:
   • Check your dashboard weekly to track trends and identify areas for improvement.
2. Focus on Non-Reviewers:
   • Follow up with customers who didn’t leave a review to maximize opportunities for feedback.
3. Respond to Reviews:
   • Aim for a 100% response rate by replying to all customer reviews—both positive and negative.
4. Analyze Trends:
   • Use the dashboard to identify patterns:
     • Are negative reviews mentioning the same issue?
     • Which services or products receive the most positive feedback?
5. Act on Private Feedback:
   • Address customer concerns shared in private feedback to prevent potential public complaints.
6. Set Review Goals:
   • Set monthly goals for the number of new reviews and review responses. Use your dashboard to measure progress.

5. FAQs

Q1: Where do I find the Review Dashboard?

• The Review Dashboard is accessible from the main navigation menu in your account.

Q2: How often should I check my dashboard?

• It’s best to check your dashboard at least once a week to stay on top of your metrics.

Q3: How do I follow up with Non-Reviewers?

• Use polite and professional follow-up messages to encourage reviews. Avoid sending too many reminders.

Q4: What should I do with private feedback?

• Treat private feedback as an opportunity to resolve customer concerns and improve your service.

Q5: Can I track my review performance over time?

• Yes! Use the filters on the Review Dashboard to view your metrics over specific time periods.