How to understand a Monitor Reviews report within Reputation Manager

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

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

When you open the report it will automatically show you the ‘Review Insights’ tab, which we will be focusing on within this guide.

 

1. ‘Overview’ tab

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

a. 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.

b. ‘Review Growth’ chart

On the right-hand side, the 'Review Growth' chart shows data on all the reviews we’ve collected, including the 500 pre-existing reviews that were gathered when this report was created.

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.

The ‘All Time’ button 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.

Please note: 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.

 

c. Star Rating Breakdown and Review Source Breakdown

If you scroll down further, you’ll see two donut charts that look similar to these:

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 click ‘70% 5 stars’, these results would be filtered out from the chart, allowing you to view the other results together.

Review Source Breakdown: In this example, if you were to click the ‘28% Facebook’, 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.

a. 'Source' 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 below the chart.

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 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.

 

b. ‘Source’ 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.

2. ‘Reviews’ tab

This section shows you a list of all your reviews in a table, which allows you to filter the reviews that you'd like to see. It also lets you manage them, so you can set your own status and actions for each one.

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

The ‘All Ratings’ dropdown lets you select which ratings you want to filter. 

The ‘All time’ dropdown allows you to filter by your choice of dates.

The reset button resets all of the filters you've added.

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

Date: This column displays the review date — you can use the arrows at the top to order by newest to oldest, or vice versa.

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

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: Here, you will see the review text that has been left, along with the name of the person who provided it. The three dots can be clicked to reveal the rest of the text. 

Status: You can select a status for each review to help you manage replies. The three options include:

• ‘Attention Required’
• ‘Do Not Respond’
• ‘Responded’

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

At the top right-hand side you’ll see the ‘CSV’ button, which allows you to download this table into a .csv file. 

In 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.