How to understand Review Insights within Reputation Manager

In this overview, we explain how to understand the results of your completed ‘Review Insights’ report within Reputation Manager (RM).

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Once complete, a ‘Review Insights’ Reputation Manager report will look like this:

1. Review Summary

On the left-hand side you’ll see the ‘Review Summary' section. The first part shows the 'Average Star Rating', which is a unique calculation based on each review site’s average score, combined with how many reviews you have on each. We multiply the review count by the average star rating of each directory to calculate a Summary Rating for each. Finally, we divide the Total Summary Rating by Reviews Total.

Under this, you can see the total number of reviews across all the review sites you've selected in your report settings.

2. Review Growth

On the right-hand side, the 'Review Growth' chart shows data on all the reviews we’ve collected.

At the top, you’ll see the ‘All Reviews’ and ‘New Reviews’ buttons. Clicking ‘All Reviews’ shows data on all reviews collected, while clicking ‘New Reviews’ only shows the more recent ones.

Next to these buttons is the ‘All Sources’ dropdown, which allows you to filter out any review sites for this chart and the ‘All Time’ drop-down lets you filter the timeframe. The 'Reset' button lets you reset all the filters that you've added.

The number of reviews is found on the left-hand side of the chart, and the dates are shown along the bottom.

The dates only show whether there are any reviews collected on that date, so some may be missing if no reviews were found when the report ran.

3. Star Rating Breakdown and Review Source Breakdown

If you scroll down further, you’ll see two charts:

Star Rating Breakdown: This chart shows the percentage of each star rating across all the reviews found on this report.

Review Source Breakdown: Here, you can see the percentage of the reviews by source that were found in this report.

Both charts are interactive — if you click on the ratings source selection box, they filter out these options.

Star Rating Breakdown: In this example above, if you were to deselect ratings except ‘91% 5 stars’ and '5% 1 star', these results would be filtered out from the chart, allowing you to view the highlighted results together.

Review Source Breakdown: In this example, if you were to deselect '34% Trustpilot’, these results would be filtered out from the chart.

You can also click on the individual chart segments to the number of reviews and average star rating.

4. Sources

If you scroll down the page again, you'll see ‘Sources’ which shows the review results, separated by the different review sites. You can view these in either chart or table formats.

a. Chart

The ‘Source’ bar chart is interactive, so if you click on a ratings selection box along the top, they filter out the option that you've selected.

For example, if you click the ‘1 star’ rating selection box, all these ratings will be hidden from the results in the chart, and this option will be greyed out until it's clicked once again — this does not affect data in the table view.

Here’s a detailed overview of everything on the chart:

The top number shows the number of reviews, while the left-hand column displays the review site, along with the total number of reviews / average star rating for that site.

For each directory, the chart shows the number of reviews, segmented by the different ratings.

b. Table

The ‘Source’ table displays a breakdown of each review site’s reviews over a period of time. Each column is interactive, so you can filter by lowest to highest (or vice versa) by using the top arrows.