This guide helps you get started with the Review Reporting module, a tool dedicated to analyzing customer satisfaction and managing reviews on platforms such as Facebook and Google. You will discover the main features, intuitive navigation, and report customization options to optimize your online reputation.
1. Export your reports for easy sharing
The Review Reporting module allows you to export your data to save your analyses or share them with your teams.
PDF Export : Click on the 📄 (download) icon to generate a complete report in PDF format, including all visible data.
Excel Export (CSV) : Click on the 📥 (export) icon to download an Excel file in CSV format containing all metrics for advanced use.
2. Customize your reports using filters
To obtain targeted reports tailored to your needs, use the following filters:
Tags: Apply tags to group reviews according to your custom categories.
Establishments: Select the stores or points of sale for which you want to analyze reviews.
Channels: Choose the platforms involved (Facebook, Google, etc.).
Period: Define the time frame (week, month, etc.) for which you want to display data.
After selecting your criteria, click Validate to refresh the report.
3. Analyze your online reputation: key statistics
The module highlights several essential indicators to measure customer satisfaction:
Average rating: The average rating of reviews on Facebook and Google, on a scale from 1 to 5. Each rating is calculated based on user evaluations on these two platforms. A score of 1 indicates the lowest satisfaction, while a score of 5 represents the highest. These averages provide an overview of customer satisfaction.
NPS (Net Promoter Score): The Net Promoter Score adapted to Facebook and Google ratings. NPS measures customer satisfaction by classifying 5-star ratings as promoters, 4-star as neutral, and 1 to 3 stars as detractors. The score is calculated by subtracting the percentage of detractors from promoters. This helps evaluate customer loyalty on these platforms.
Top 20 keywords: The top 20 most frequently mentioned keywords in reviews left on Google and Facebook. These keywords reflect the terms customers most often use to describe their experience. They provide valuable insight into the most commented aspects, positive or negative, helping identify strengths and areas for improvement.
Response rate: The percentage of reviews that received responses across all channels.
Interactive graph
Visualize the evolution of the average rating over time:
Horizontal axis: Periods (e.g., Nov 10, Nov 17, Nov 24).
Vertical axis: Average rating (scale 1 to 5).
Additional information: The average rating is calculated from reviews collected on Facebook and Google. A score of 1 corresponds to low satisfaction, while 5 reflects very high satisfaction.
Note: In the "Information" section, the keywords most used by customers to describe their experience are displayed.
A summary table allows you to compare the performance of different establishments:
Stores: Name of each establishment.
Current rating: Average rating for the selected period.
Previous rating: Average rating for the previous period.
Change: Difference between the two periods.
Use the « ‹ › » buttons to navigate between pages if multiple stores are listed.
5. Inbox Management
Track the overall status of review management:
All reviews: Total number of reviews received (feature coming soon).
Responded reviews: Number of reviews you have replied to across all channels.
Predefined responses: Feature coming soon to simplify managing standard replies.
6. Responded reviews graph
This interactive graph lets you visualize your team’s responsiveness in handling customer reviews, based on the day of the week and the satisfaction level expressed (from 1 to 5 stars).
How to read the graph:
Horizontal axis: Represents days of the week (Monday to Sunday). You can also choose to display data by month or by period using filters at the top right.
Vertical axis: Indicates the number of reviews responded to, broken down by the rating given by customers (1 to 5 stars, shown as yellow stars on the left).
Colors: The intensity of the blue color in each cell indicates the volume of responses to reviews for a given day and rating. The darker the color, the higher the number of responses. The legend at the bottom right shows the correspondence between color and number of reviews responded to (e.g., 0-20, 21-40, etc.).
Filters: At the top right, you can select the analysis period: week, month, previous period, previous year. This allows you to compare your team’s responsiveness over different periods.
7. Responded reviews table
This table details your review management performance:
Store: Name of the establishment.
Response time: Average response time to reviews.
Previous: Average response time for the previous period.
Change: Variation between the current and previous period.
Rate: Percentage of reviews that received a response.
The Review Reporting module is an essential tool to manage your online reputation, better understand your customers’ satisfaction, and optimize the handling of their reviews across platforms. By fully leveraging its features—from customized filters to detailed analysis of customer feedback—you have the necessary tools to build your audience’s trust and enhance your brand image.