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How to understand a Monitor Review report within Reputation Manager

Helen Barnes -

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In this overview, we explain how to understand the results of your completed ‘Monitor Reviews’ report within Reputation Manager.

Contents

1) ‘Overview’ tab
      a) All-time Ratings & Reviews
      b) Collected Reviews Chart
      c) Reviews by Star Rating Chart and Reviews by Source Chart
2) ‘Reviews’ tab
3) ‘Sources’ tab
      a) Source chart
      b) Source table
4) Connecting Facebook or Google

Once complete, a ‘Monitor Reviews’ Reputation Manager report (or simply, a ‘Monitor Reviews report) will look like this:

toolbar.png

Here we explain what each section shows and how to understand the data contained within the report.

When you open the report it will automatically show you the ‘Monitor Reviews’ tab, which we will be focusing on in this guide.

monitor_review_tab.png

1) ‘Overview’ tab

overview_tab.png

When you first open the ‘Monitor Reviews’ report, you will see three buttons at the top. Automatically it will show the ‘Overview’ button data.

 a) All-time Ratings & Reviews

On the left hand side you’ll see the ‘All-time Ratings & Reviews’ section. The first part shows the Average Star Rating. This is a unique calculation that is 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 get a Summary Rating for each. We then divide the Total Summary Rating by Reviews Total.

 avaerage_star_rating.png

Under this we have ‘Total Reviews’. This is the total number of reviews across all the review sites you have selected in your report settings.

total_reviews.png

b) ‘Collected Reviews’ Chart

On the right hand side, you will see the Collected Reviews Chart. This chart shows data on all the reviews we’ve collected, including the 500 pre-existing reviews we collected when this report was created.

collected_reviews_chart.png

 

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 reviews.

All Sources: Next to these buttons is the dropdown that says ‘All Sources’. This allows you to filter out any review sites for this chart.

all_sources.png

‘All Time’ button: Next you’ll see the ‘All Time’ button which allows you to filter the time frame. all_time_button.png

Reset button: This resets all the filters you have added.

reset_button.png

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

 chart_reviews.png

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

chart_dates.png

c) Reviews by Star Rating Chart and Reviews by Source Chart

If you scroll down past the above you’ll see two donut charts.

donts.png

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

review_by_rating.png

Reviews by Source: This chart shows the percentage of the reviews by source found in this report.

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

Here are the selection boxes example:

donut_sections_data.png


Reviews by Star Rating: In this example, if you were to click ‘55% 5 stars’, these results would be filtered out from the chart, allowing you to view the other results together.

Reviews by Source: In this example, if you were to click the ‘29% Yelp’, these results would be filtered out from the chart, allowing you to view the other results together.

You can also click on the individual chart segments to see a filtered view of all those reviews in a list, ready for you to read.

donut_sections.png

2) ‘Reviews’ tab

review_tab.png

This section shows you a list of all your reviews in a table. This table allows you to filter the reviews you want to see and lets you manage them so you can set your own status and actions for each one.

 sources_filter.png

 The ‘All Sources’ dropdown allows you to filter out any review sites for this table.rating_filter.png

The ‘All Ratings’ dropdown allows you to select what ratings you want to filter. all_time_filter.png

The ‘All time’ dropdown allows you to select the dates you want to filter the view by.

Reset button: This resets all the filters you have added.

Next we’ll take a look at each column and see what you can do with each one. 

date_column.png

 Date: This column shows you the date the review was left. You can use the arrows at the top to order by newest to oldest or vice versa.

source_column.png

Source: This shows the website the review was left on. If you click this, a new tab opens, showing you the actual review on the website.

rating_column.png

Rating: This shows the star rating of the review. You can use the arrows at the top to order by highest to lowest or vice versa.

review_column.png

Review: Here you will see the text of the review and first name of the person who left it. You can click the three dots to expand to show the rest of the text. status_column.png

Status: Here you can select a status for each review, including ‘Attention Required’, ‘Do Not Respond’ and ‘Responded’. This will help you to manage replies to each review. action_column.png

Action: This shows a ‘View’ button which, when clicked, will take you through to the review on the website where it was left.

csv_button.png

At the top right hand side you’ll see the ‘CSV’ button allowing you to download this table into a .csv file. next_page_review.png

Finally, it the bottom-right hand corner you can select how many reviews you’d like to see per page, or jump ahead to a specific page of reviews.

Sources_tab.png

The last tab is the ‘Sources’ tab, where you can find a chart and a table showing the review results separated by the different review sites.

a) Source chart

sources_chart.png

 The ‘Source’ bar chart is interactive. If you click on a ratings selection box along the top they filter out the option you have selected.

rating_buttons.png

For example, if you click the ‘1 star’ rating selection box it will hide all these from the results in the chart and this option will show as grayed out until you click it again. (Please note this does not affect data in the table below the chart.)

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

number_of_reviews.png

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

 source.png

bar_chart.png

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

 If you click on an individual bar section (as shown below) it will take you to a filtered view of those reviews.

bar_section.png

b) ‘Source’ table

Under the chart is the ‘Sources’ table, which shows you a breakdown of each review site’s reviews over a period of time.

source_table.png

 Each column is interactive. Using the arrows at the top, you can filter by lowest to highest and vice versa.

 4) Connecting Facebook or Google

 If you haven’t yet connected Facebook or Google in the settings, once the report has run you may see a similar notification at the top of your report as here:

 alert.png

We need you to connect your Facebook and Google account to be able to pull in some information.

To connect, follow the steps by clicking the Google and Facebook icons at the top of the page here: Fgand.png

 

 

 

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