Overview: Reputation provides venue managers with review management metrics that allow them to effectively monitor and improve their response rates and times to customer reviews.
Start from: The Reputation module.
Select Manage Reviews from the main menu.
You’ll find two tabs on this screen: Dashboard and Reviews.
Dashboard
The Dashboard shows a series of graphs and analytics related to the review responses.
The first card shows the percentage of reviews responded. You can see the data in absolute numbers and percentages for positive and negative reviews responded.
The following card shows the average response time in days, also detailing the response time for positive and negative opinions.
You’ll also be able to see the percentage of reviews responded according to their rating, an average, and its evolution over time.
You’ll then see the percentage of reviews awaiting response according to their rating, as well as an average.
It is also possible to see the reviews awaiting response in order of date submitted. On the right, you’ll see the evolution according to their valuation and, on the left, a dynamic graph that indicates the total number.
Reviews
In Reviews, you’ll find more information about actual reviews and be able to respond to them.
On this screen, you’ll see a list of opinions with the following fields:
Score
Centre
Source
Date
Review text
Sentiment analysis by areas (the icon appears in green or red depending on the sentiment).
Responded
When you select Answer, you’ll see a box showing review details and analysis. Select the link icon next to General Information to open a tab to access the address of the review. Reputation will provide a suggested response, which you can modify if necessary.
If the review is from Google, you can answer it directly from the app itself by selecting Answer. If the review is from another source, the option that will appear is to copy and open, this will copy the suggested answer and open the link of the review to answer it.
Notes: If you access the Configuration > Answers menu, you’ll be able to select a tone for your answers, include the name of the premises, or add a signature.