Review Insights - Review Analysis

1 mth ago

The Review Insights - Review Analysis page offers detailed information on both on-premise and off-premise review ratings, helping you track customer feedback across different dining experiences. It also provides review data specific to each location within your account, allowing you to compare performance, identify trends, and gain insights into customer satisfaction at individual locations. This comprehensive analysis helps you better understand how your business is perceived and where improvements can be made.

To navigate to the The Review Insights - Review Analysis page, click on the Review Insights tab in your dashboard.

By default, the Review Insights tab opens to the Review Analysis page.

The Review Analysis page is divided into three key sections: the Rating Overview, the Rating Trends Over Time graph, and the Location Performance table.

Rating Overview

The Rating Overview section

The top of this section provides you with filtering options for this page. These filters include:

Date Picker - allows you to select the date range for the data presented.
Date Preset - allows you to quickly select presets like Last 30 days, Last 2 Weeks, Last 6 Months, etc.
Folders/Locations - allows you to filter for specific locations or folders.
Publishers - allows you to filter the data for specific publishers

This section offers an overview of your average review rating, on-premise and off-premise review ratings, along with the frequency of your reviews.

Average Rating - The average rating for your reviews. This is shown as a total rating and on and off premise ratings.
On Premise Reviews- reviews from publishers who’s primary focus is dine in service. This includes Yelp, Google, OpenTable, Facebook & Tripadvisor. This shows the total number of on premise reviews. The sections on the on premise donut represent individual publishers. Hovering over these sections will provide you with a tooltip showing the number of reviews for that publisher.
Off Premise Reviews - reviews from publishers who’s primary focus is delivery or service outside of the restaurant. This includes ezCater, Grubhub, & Uber Eats. This shows the total number of off premise reviews. Like the On Premise donut, the off premise donut shows the total number of off premise reviews. The sections on the off premise donut represent individual publishers. Hovering over these sections will provide you with a tooltip showing the number of reviews for that publisher.
Review Frequency - The average amount of reviews received per day.

Overview Drawer

Clicking anywhere within the Rating Overview section will open an overview drawer that allows you to take a deeper analysis of your average ratings.

The top of this drawer contains:

Filters - Date Picker, Date Preset Picker, and Publisher.
Review Count - how many reviews you received for the current selected date period, as well as how many reviews received in the previous period and the percentage difference between the current and previous periods.
Average Rating - the average rating of your reviews for the current period as well as the previous period and the percentage difference between both periods.
Sentiment Score - the sentiment score of your reviews for the current and previous periods as well as the percentage difference between both periods.
Rating Breakdown - a break down of how many reviews you received for each of the five star ratings.

This drawer also shows your reviews and the replies to your reviews for the currently selected period. This section can be filtered by:

Sentiment - Positive, Negative, Neutral.
Category - Food, Service, Experience, Price.
Key Words - key words mentioned in reviews.

Rating Trends Over Time

The Rating Trend Over Time graph visually tracks how your review ratings have evolved over a selected period, covering both on-premise and off-premise feedback. By identifying patterns and shifts in customer satisfaction, this tool helps you spot emerging issues and measure the impact of operational changes, allowing you to respond proactively and continuously improve your ratings.

This graph can be broken down into weekly, monthly, quarterly, and yearly increments. Hovering over the dates on the graph will show a tooltip that provides the total, on premise, and off premise ratings for that date.

Location Performance Table

The Location Performance Table provides a detailed breakdown of each location’s review performance, including rankings, average rating, previous rating, percentage change, and review count. This table helps you easily compare the performance of your locations, track improvements or declines, and identify top-performing and underperforming sites. By using these insights, you can focus on areas that need attention and make data-driven decisions to boost customer satisfaction across all your locations.

Location Summary Drawer

Clicking on a location in the Location Performance table, will open a Location Summary drawer. This drawer provides a summary that insightful snapshot of your location's reviews for a selected time period, helping you stay on top of customer feedback and trends at a glance.

The top of this drawer contains:

Filters - Date Picker, Date Preset Picker, and Publisher.
Review Summary - an overall summery of your reviews for the selected period.
Review Count - how many reviews your location received for the current selected date period, as well as how many reviews received in the previous period and the percentage difference between the current and previous periods.
Average Rating - the average rating of your reviews for your location for the current period as well as the previous period and the percentage difference between both periods.
Sentiment Score - the sentiment score of your reviews for your location for the current and previous periods as well as the percentage difference between both periods.
Rating Breakdown - a break down of how many reviews your location received for each of the five star ratings.

This drawer also shows your reviews and the replies to your reviews for the currently selected period. This section can be filtered by: