In this article, you will get acquainted with the following information:
- How to set a period for displaying charts and comparing data?
- What statistics are presented on the page?
- Average response time
- Average response time of employees
- Average response time by categories
- How to download a report in .xlsx and .pdf format?
To navigate to the page, click on Reviews management in the menu and select Statistics from the dropdown list.
Attention! The data in this section is presented from January 5, 2024.
How to set a period for displaying charts and comparing data?
All analytics on the page is provided based on the period set in the calendar:
- You can choose standard periods: week, 30 days, month, quarter.
- You can set a custom period by selecting dates in the calendar.
You can also compare periods. To do this, click on the button and select the period: for the previous year/period.
What statistics are presented on the page?
Information is provided in blocks with various indicators on reviews and responses:
- New reviews with rating - you can find out the number of new reviews and the average rating for the selected period. A rating distribution scale of reviews is also presented, showing the percentage ratio of the total number of reviews.
- Review ratings by day - learn the distribution of review ratings by days over the selected period, as well as the average rating.
- Reviews by catalogs - you can find out the distribution of reviews by catalogs and see where they are left more.
- Used auto-responses and Used AI responses - the number of responses given to reviews using neural networks and the auto-response service.
- Unanswered reviews - find out the share of reviews that have not yet been responded to. Data is displayed without considering reviews that cannot be answered.
- Sent complaints - find out the number of complaints sent regarding reviews.
- Deleted reviews - find out the number of reviews that have been deleted.
- Popular tags - you can find out the popular tags and their count that your employees have added to reviews over the selected period.
Average response time
In this block, you can find out the average response time in the personal account and for the client:
- In the personal account, it is calculated as follows: the sum of response times in the personal account that were sent through the personal account / the number of reviews that were responded to through the personal account.
- For the client, it is calculated using the formula: the sum of response times in the catalog (deleted reviews are not counted) / the number of reviews with a response in the catalog (deleted reviews are not counted).
Response time in the personal account = time of response creation in the personal account - time of review entry into the personal account.
Response time in the catalog = time of response publication in the catalog - time of review publication in the catalog.
Information can be presented in three forms: days/hours/minutes.
Average response time of employees
In this block, you can find out the average response time of your employees in the personal account and for the client:
- In the personal account - this is the sum of response times in the personal account that were sent by the employee in the personal account / the number of all reviews that were responded to through the personal account by this employee.
- For the client - this is the sum of response times in the catalog that were sent from the personal account by the employee / the number of these reviews.
Response time in the personal account = time of response creation in the personal account - time of review entry into the personal account.
Response time in the catalog = time of response publication in the catalog - time of review publication in the catalog.
Information will be displayed for each employee regarding the number of tags they have added to reviews over the selected period.
The table can be sorted by employee. To do this, click on the filter icon, select the desired employee, and click OK. The columns in the table can be filtered in ascending/descending order.
Average response time by categories
In this block, you can find out the average response time for each category, as well as the number of sent reviews, complaints, deleted reviews, and responses.
- In the personal account - this is the sum of response times in the personal account that were sent through the personal account for the category / the number of reviews that were responded to through the personal account for the category.
- For the client - this is the sum of response times in the catalog (deleted reviews are not counted) / the number of these reviews.
Response time in the personal account = time of response creation in the personal account - time of review entry into the personal account.
Response time in the catalog = time of response publication in the catalog - time of review publication in the catalog.
The table can be sorted by employee. To do this, click on the filter icon, select the desired employee, and click OK. The columns in the table can be filtered in ascending/descending order.
How to download a report in .xlsx and .pdf format?
To export statistics on reviews and responses, click on Download Data (for the pdf report) and Download Data xlxs.
- The pdf report will be downloaded immediately.
- The excel response will be sent to the email specified in the profile.
You can find out about the Reviews Analysis page further.