E-reputation indicators provide a global and strategic view of how your brand is perceived on key platforms such as Google and Meta.
With this data, you can measure customer satisfaction, evaluate your engagement, and quickly identify areas for improvement.
By regularly monitoring these indicators, you are able to effectively manage your brand image, adjust your actions, and sustainably improve the customer experience.
Understanding your e-reputation means understanding your customers' actual perception.
This section allows you to analyze key performance indicators at a glance, in order to better manage your image, strengthen customer satisfaction, and make informed decisions.
This section provides an overview of your e-reputation across all channels (or the specific channel you have filtered).
👉 It groups together essential indicators to evaluate customer satisfaction, brand perception, and your responsiveness.
E-reputation Section
⭐ Average Rating
The average rating chart allows you to visualize the evolution of customer satisfaction over time on platforms like Google and Facebook.
How to read the chart?
Horizontal axis (X): represents the period (day, week, month, or year)
Vertical axis (Y): represents the average rating, on a scale of 1 to 5
👉 The higher the rating, the higher the customer satisfaction.
Interpreting the results
Each point on the chart corresponds to the average of the ratings left by customers during the selected period.
👉 This allows you to:
track the evolution of your customer satisfaction
identify periods of increase or decrease
measure the impact of your actions
Trend analysis
The chart helps you identify:
Increases → improvement in customer experience
Decreases → dissatisfaction or issue to be analyzed
Variations → one-off events or seasonality
Comparison (previous period / previous year)
You can compare your performance:
with the previous period
with the same period in the previous year
👉 This allows you to measure your progress and evaluate the effectiveness of your actions.
📊 NPS (Net Promoter Score)
The NPS chart allows you to visualize the evolution of customer satisfaction and loyalty over time on platforms like Google and Facebook.
How to read the chart?
Horizontal axis (X): represents the period (day, week, month, or year)
Vertical axis (Y): represents the NPS score, ranging from -100 to +100
👉 The higher the score, the more satisfied and likely your customers are to recommend your establishment.
How is NPS calculated?
NPS is based on the ratings left by customers:
Promoters (rating 5) → highly satisfied customers
Passives (rating 4) → satisfied but uncommitted customers
Detractors (ratings 1 to 3) → dissatisfied customers
👉 The score is calculated by subtracting the percentage of detractors from the percentage of promoters.
Trend analysis
The chart allows you to identify:
Increases → improvement in customer experience
Decreases → dissatisfaction or issue to investigate
Variations → one-off events or seasonality
Comparison (previous period / previous year)
You can compare your performance:
with the previous period
with the same period in the previous year
👉 This allows you to:
measure your progress
analyze the impact of your actions
🥇 Top keywords
This section highlights the keywords most frequently used in the reviews left by your customers on Google and Facebook.
👉 These keywords directly reflect your customers' perception and the highlights of their experience.
How to read the table?
The table presents:
Keyword: the terms most used by customers
Usage: the number of times the word appears in reviews
👉 The more a word is used, the more representative it is of the customer experience.
Keyword analysis
This section allows you to:
identify strengths (e.g.: “friendly”, “service”, “products”)
detect areas for improvement
understand customer expectations
analyze the most mentioned topics
Multilingual
Keywords can appear in several languages (e.g.: French, English, Dutch).
👉 This reflects the diversity of your clientele and the reviews left.
Comparison (previous period / previous year)
You can analyze the evolution of keywords:
👉 Allows you to:
see if certain topics are becoming more frequent
measure the impact of your actions
track the evolution of customer perception
📶 Response rate
The response rate chart allows you to measure your level of responsiveness to customer reviews on Google and Facebook.
👉 It indicates the proportion of reviews that received a response compared to the total number of reviews.
How to read the chart?
Blue bars: total number of reviews received
Green curve: number of reviews responded to
👉 This allows you to visualize:
your review volume
your capacity to respond to them
Interpreting the results
The response rate is expressed as a percentage:
👉 It allows you to:
measure your responsiveness
evaluate your customer engagement
track the quality of your follow-up
Trend analysis
The chart helps you identify:
Periods with many reviews but few responses → overload or lack of follow-up
A good correlation between reviews and responses → effective management
Activity peaks → periods requiring more resources
Comparison (previous period / previous year)
You can compare your performance:
with the previous period
with the same period in the previous year
Allows you to:
measure your progress
evaluate the improvement of your responsiveness
Inbox management Section
This section allows you to track your operational management of reviews and your ability to process customer feedback daily.
👉 It offers a concrete view of your review volume, your responsiveness, and your organization.
📨 All reviews
Represents the total number of reviews received across all channels (Google, Facebook, etc.) or for the channel you selected in the filter.
This chart allows you to visualize the distribution of customer reviews based on their satisfaction level, on Google (ratings from 1 to 5 stars) and Facebook (recommendations).
👉 It offers a detailed view of review volume and quality over the selected period.
How to read the chart?
Horizontal axis (X): represents the period (days)
Vertical axis (Y): represents the number of reviews
👉 Each bar corresponds to a day and is divided into several segments:
⭐ 1 star → very negative reviews
⭐ 2 stars → negative reviews
⭐ 3 stars → neutral reviews
⭐ 4 stars → positive reviews
⭐ 5 stars → very positive reviews
👍 / 👎 → Facebook recommendations (positive or negative)
Interpreting the results
👉 This chart allows you to:
visualize the total volume of reviews
understand the distribution between positive and negative reviews
track the evolution of customer satisfaction over time
Trend analysis
You can identify:
A majority of 4-5 star reviews → positive customer experience
An increase in negative reviews (1-2 stars) → alert to investigate
Daily variations → one-off events or seasonality
Summary table (on the right)
The table completes the analysis with:
the total number of reviews per rating
the number of reviews responded to
the number of reviews not responded to
👉 Allows you to:
prioritize responses
identify reviews to be processed as a priority
track your engagement
To access the full view, click on “See all”
Comparison (previous period / previous year)
You can compare performance:
with the previous period
with the same period in the previous year
👉 This allows you to measure the evolution of your customer satisfaction.
💬 Reviews responded to
This section allows you to analyze the frequency and distribution of responses to customer reviews, in order to better understand your responsiveness and response habits.
👉 It highlights the moments when your teams are most active in managing reviews.
How to read the chart?
This is a heatmap:
Horizontal axis (X): days of the week (Monday → Sunday)
Vertical axis (Y): review ratings (from 1⭐ to 5⭐)
👉 The colors indicate the volume of responses:
light color → few responses
dark color → many responses
Interpreting the results
👉 This chart allows you to:
identify the days when you respond the most
see which types of reviews (positive or negative) are processed
analyze your internal organization
Trend analysis
You can observe:
A concentration of responses on certain days → specific organization or workload
Few responses on weekends → opportunity for improvement
Responses mostly on certain types of reviews → implicit prioritization
Week / Month view
You can adapt the analysis:
Week → identify the most active days
Month → analyze global trends
👉 Allows you to adjust your resources and organization.
Summary table (on the right)
The table allows you to:
see the response time per establishment
compare performance
track the response rate
👉 Allows you to identify:
the best-performing establishments
those requiring improvement
To access the full view, click on “See all”
⚡ Pre-recorded responses (coming soon)
This feature will allow you to use template responses to reply to reviews faster.
👉 Objectives:
save time
standardize your responses
ensure consistent communication
💡 Ideal for efficiently handling recurring reviews.
⏱️ Average response time
Indicates the average time between receiving a review and your response.
👉 This indicator allows you to:
measure your responsiveness
improve your customer relationship
identify delays to be optimized
💡 A short response time strengthens customer satisfaction and trust.
Please note:
If you wish to export your data, two types of exports are available :
PDF Export: allows you to download a document containing the entire reporting as displayed on the screen.
Excel Export: allows you to obtain a detailed file with all the data from each section for a more in-depth analysis.
Thanks to Ask Mobilo AI, you can ask your questions directly on the platform and get instant answers without even applying filters on the page.
This feature helps you to:
better understand your data
save time in your analyses
facilitate the use of reporting