In this overview, we explain how to understand the results of your completed ‘Get Reviews’ campaign.
Once you've created your ‘Get Reviews’ campaign (click here for more information on how to do this), the screen below will be displayed.
There are two ways to locate your campaign within Reputation Manager, and they depend on whether you are currently within a ‘Location’ — if you are, just click on the star in the left-hand menu. Otherwise, click ‘Reputation Manager’ in the top menu (both options are shown below within the red boxes).
Click the ‘Get Reviews’ tab (highlighted below by the red box) to see the campaigns that you've run.
1. 'Feedback Score' chart
On the left-hand side, you’ll see the 'Feedback Score (NPS)'.
NPS is a commonly-used system for gauging the satisfaction of customers, by asking customers to state how likely they would be to recommend a business to their friends and family.
Users select an answer between 0 and 10 (0 = not likely, 10 = very likely), and an overall NPS score is thereby calculated, as follows:
- A positive score is good (1 to 100)
- A negative score is bad (-1 to -100)
Discover more about how NPS works by clicking here.
In the red box above, you’ll see the NPS Meter, which shows the score of this particular location on a dial, and contains all the feedback from this location’s campaigns. If you are seeing this in an individual email campaign (where it will say the date of the campaign at the top), you will see these changes to match that particular campaign.
Next to the meter, you can see your Promoters, Passives, and Detractors scores (shown above in the red box) together with a total of how many you have for each.
2. 'Feedback Funnel' chart
The 'Feedback Funnel' chart shows you the results of interactions with the emails that have been sent out, letting you can see how many people:
- Left a review
- Just opened the email
3. Email Campaigns table
The 'Email Campaigns' table neatly displays the list of the campaigns that have been sent out. You can send as many campaigns as you’d like for one location.
Here, you can also see the individual results for NPS score and interactions with email (for example, whether a review was left).
To make another email campaign, simply click the green ‘Get more reviews’ button — shown below within the red box:
To see the individual email campaign, please look at the Email Campaigns table, which will have the date sent as the first column. Simply find the campaign you wish to view, then click the ‘View’ button under ‘Actions’ (indicated below by the red box).
4. Individual Campaigns table
Once you are in a particular Email Campaign, the corresponding title will show, and both the NPS Meter and Feedback Funnel will alter for this particular campaign.
The table will also alter to show you the feedback. You’ll see the following for each customer:
- Date sent
- NPS score
You’ll also see the feedback they supplied, and a ‘Click to Review’ column showing the review site logo. All of this feedback can be downloaded as a .csv file by clicking the ‘CSV’ button (highlighted below).
If you have a lot of feedback to look through, and would like to specifically target a certain NPS score, you can click the NPS dropdown and filter the table (see below within the red box).
To leave this campaign and return to the overall stats of every ‘Get Reviews’ campaign, just click the cross in the top right-hand corner (see below).
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