Review Analytics
Comprehensive analytics to help you understand review performance and customer sentiment.
Performance Metrics
Track review performance:
- Average Rating Trend: Rating over time
- Review Volume: Number of reviews per month
- Response Rate: Percentage responded to
- Response Time: Average time to respond
- Sentiment Analysis: Positive vs. negative trends
Keyword Analysis
Identify common themes:
- Positive Keywords: What customers love
- Negative Keywords: Areas for improvement
- Trending Terms: Emerging patterns
- Staff Mentions: Recognition or concerns
How Keyword Analysis Works
The system automatically:
- Scans all review text
- Identifies frequently used words
- Categorizes as positive or negative
- Highlights trends over time
- Flags sudden changes
Using Keyword Insights
Apply insights to:
- Menu decisions: Popular or unpopular dishes
- Staff training: Commonly praised or criticized areas
- Marketing: Highlight what customers love
- Operations: Address recurring complaints
Improvement Opportunities
System highlights:
- Frequently mentioned issues
- Declining rating trends
- Service gaps
- Competitive insights
Review Impact
Search Ranking
Reviews affect venue visibility:
- Higher rated venues appear first
- More reviews increase credibility
- Recent reviews weighted more
- Response rate considered
Trust Signals
Display on venue page:
- Overall rating badge
- Total review count
- Verified diner percentage
- Response rate
- Recent highlights
Review Widgets
Showcase reviews:
- Featured reviews on homepage
- Category-specific reviews
- Staff recognition callouts
- Customer photos carousel
Rating Trends
Trend Analysis
Track rating changes:
- Overall rating: Average over time
- Category breakdown: Individual category trends
- Comparison periods: Week/month/year comparisons
- Seasonal patterns: Identify busy/slow trends
Identifying Patterns
Look for:
- Sudden drops (investigate immediately)
- Gradual declines (systemic issues)
- Improvements (validate changes working)
- Seasonal variations (plan accordingly)
Sentiment Analysis
Automated Sentiment Scoring
System analyzes:
- Overall sentiment: Positive, neutral, negative
- Emotional tone: Enthusiastic, satisfied, disappointed
- Specific aspects: Food, service, atmosphere
- Change over time: Sentiment trends
Sentiment Alerts
Receive notifications when:
- Negative sentiment spikes
- Unusual pattern detected
- Specific issue mentioned frequently
- Competitor comparison appears
Response Analytics
Response Performance
Track your response metrics:
- Response rate: Percentage of reviews responded to
- Average response time: How quickly you respond
- Response quality: Customer engagement with responses
- Resolution rate: Issues successfully resolved
Best Practices Benchmarks
Compare against:
- Industry averages
- Top performers
- Your historical performance
- Similar venues
Review Source Tracking
Where Reviews Come From
Track review sources:
- Direct review requests
- Venue page submissions
- Third-party platforms
- Social media mentions
Source Performance
Compare sources by:
- Volume of reviews
- Average rating by source
- Response rates
- Conversion impact
Customer Insights
Reviewer Demographics
Understand who's reviewing:
- New vs. returning customers
- Party size patterns
- Booking frequency
- Average spend
Review Timing
Analyze when customers review:
- Time after visit
- Day of week patterns
- Seasonal trends
- Special occasions
Competitive Analysis
Benchmark Performance
Compare your metrics:
- Average rating vs. competitors
- Review volume comparison
- Response rate differences
- Sentiment comparisons
Use competitive insights to identify areas where you can differentiate yourself.
Review Notifications
Email Notifications
Receive alerts for:
- New reviews submitted
- Reviews requiring moderation
- Customer response to your reply
- Review milestones (25th, 50th, 100th review)
Push Notifications
Mobile app notifications for:
- New reviews (immediate)
- Low ratings (urgent)
- Review responses
- Moderation required
Notification Preferences
Customize by:
- Notification type
- Urgency level
- Delivery method (email, push, SMS)
- Frequency (immediate, digest)
Multi-Venue Analytics
If managing multiple venues:
Consolidated View
Compare performance across venues:
- Side-by-side rating comparison
- Review volume by venue
- Response rates
- Sentiment scores
Best Performers
Identify:
- Highest-rated venues
- Best response rates
- Most improved venues
- Venues needing attention
Share Best Practices
Use analytics to:
- Identify what works well
- Replicate success across venues
- Address common issues
- Standardize quality
Custom Reports
Report Builder
Create custom reports:
- Select metrics to include
- Choose date range
- Add filters (rating, venue, etc.)
- Generate report
- Export or schedule
Report Types
Available reports:
- Executive summary: High-level overview
- Detailed analysis: In-depth metrics
- Trend report: Changes over time
- Comparison report: Multi-venue or period
- Issue tracking: Specific problem analysis
Scheduled Reports
Automate reporting:
- Daily summary email
- Weekly performance digest
- Monthly analysis report
- Quarterly review
- Custom schedules
Exporting Data
Export Options
Export review data:
- CSV format for spreadsheets
- PDF for presentations
- JSON for integrations
- Email delivery
What You Can Export
Export includes:
- All review text and ratings
- Response history
- Performance metrics
- Trend data
- Customer information (where permitted)
Action Items
Automated Recommendations
System suggests:
- Reviews requiring urgent response
- Patterns needing attention
- Opportunities for improvement
- Success stories to celebrate
Priority Queue
Prioritized by:
- Low ratings needing response
- Unresponded reviews by age
- Flagged content
- VIP customer reviews
Next Steps
- Use insights to improve your response strategy
- Adjust review request timing based on response rates
- Review moderation patterns for consistency
Need Help?
If you need assistance interpreting analytics or have questions about metrics, contact our support team at [email protected] or via WhatsApp.