Views:

Overview: Venue managers need to completely understand the Reputation dashboard to quickly interpret key performance indicators and appropriately assess customer feedback trends.

Start from: The Reputation module.

The Reputation dashboard provides users with a general view of all key indicators related to the venue’s performance according to clients. This dashboard can be personalized to fit the user’s preferred parameters.

Performance Summary
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  • A weighted average score of the selected centres and periods.  

  • NPS (Net Promoter Score): measures customer satisfaction. This is calculated as the percentage of promoters minus the percentage of detractors.  

  • CSAT (Sentiment): counts the number of positive, negative, and neutral reviews. 

  • Total reviews from all platforms. 


Filtering and parametrization

By using the Parameters, Centers, and Configuration buttons, you can filter and adjust the results you’ll see in the general view according to your specific needs.  

  • In parameters you have four options: 

  1. Analysis, where you can select: 

  • Period 
  • Benchmark 

  1. Aspects evaluated 

  • Product 
  • Service 
  • Price 
  • Ambience 
  • Other 

  1. Sources: select from configured platforms which are grouped as follows

  • Reviews (Google, Tripadvisor, Fork, Yelp, etc.) 
  • Delivery (JustEat, Deliveroo, Uber Eats, etc.) 
  • Social networks (Facebook, Instagram, etc.) 

  1. Language 

  • In Centers, you can select the unit or units you want to see in the analytics.

  • In Settings, you can change the view to: 

    • View by source 

    • View by centre 

    • View by aspect evaluated  

    • View by nationality 

    • View by gender 

    • View by language 

Graphs

  • When you scroll down, you’ll see a graph showing the KPIs that also appear in the general summary. You’ll also see the percentage and absolute variation from the previous period. 

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  • In view by source (selected in the default configuration), you’ll see details of the different platforms, score, NPS, CSAT, and notoriety (reviews/month/centre). 

  • Other views will show the same indicators, but different aspects are taken as a reference, such as the centre, for example.   

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Notes: If you place your cursor below each graph, it will give you details by month. 
 

Keywords: app/dashboard