How to understand a Review Generation campaign report

There are two ways to locate your review campaign within Reputation Manager.

a. When viewing a Location

If you are currently viewing a ‘Location’, click on 'Reputation' in the left-hand menu and then 'Review Generation'.

b. Reputation Overview

Hover over ‘Reputation’ in the top menu, then select 'Overview'.

Then select 'View' next to the location you'd like to see the review generation report for.

Next, select the 'Review Generation' tab.

Here, you’ll see a clear breakdown of each of the campaigns you’re using to generate reviews, split into different sections, one for each type of campaign sent (i.e., Email Mode, SMS Mode, Link Mode, Kiosk Mode). 

The tables in each section show you the following overview for that specific campaign:

• The date the campaign was sent
• The template used
• Campaign type (i.e., public review + internal feedback or public reviews only)
• Rating type (i.e., stat, NPS, or thumb)
• The average feedback score for the campaign

Clicking the ‘View’ button next to a campaign will reveal more information about how it performed.

a. Feedback Score

When you click through to a specific campaign, you’ll get more information about its success. 

On the left-hand side, you’ll see a feedback score chart, this will vary depending on if you set up your campaign using NPS, stars, or thumbs. This chart shows you the average feedback score of this particular campaign.

Next to the NPS chart, you’ll also see a breakdown of your Promoters, Passives, and Detractors scores together with a total of how many you have for each. 

Next to the stars chart, you’ll see a breakdown of how many 5, 4, 3, etc, stars have been left. 

b. Feedback Funnel

The 'Feedback Funnel' chart shows you:

• How many people the campaign was sent to
• How many people opened it
• How many people left feedback
• How many people visited a review site

This will look different depending on the type of campaign that was sent (i.e. public review + internal feedback or public reviews only).

c. Customers

This table neatly displays the list of the people the campaign was sent to and the following details for each customer:

• Customer Details: The customer's name, and phone number for SMS mode.
• Status: If they left feedback or not.
• Date Sent: The date feedback was requested.
• Rating: The rating they gave
• Feedback: The internal feedback that they left if included in the campaign.
• Visited Review Sites: The review sites that they visited
• Permissions: If they gave permission for their feedback to be used in marketing materials

All of this feedback can be downloaded as a .csv file by clicking the ‘CSV’ button. 

If you have a lot of feedback to look through and would like to specifically target a certain score, you can click the dropdown and filter the table.

To leave this campaign and return to the overall stats of every ‘Get Reviews’ campaign, just click the ‘Back to Get Reviews Campaigns’ button. 

You also have the ability to delete responses from your campaign performance reports.

In most cases, you’ll likely want to delete responses that are part of test campaigns. To delete a response, simply click the ‘trash can’ icon at the end of the column.

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