How to View Review Acquisition Insights

You can track and measure your review acquisition results from your review acquisition dashboard.

This section gives you an overview of your acquisition statistics, and a view for tracking the performance for each campaign created.

Overview Metric for all Acquisitions

When viewing metrics, you can view details on your acquisition metrics, as well as the responses received.

This gives you an overview of:

  • Total Review Acquisitions: The total number of acquisitions you have created. The number you see here is reflective of the filter options selected above.
  • Feedback Received: The responses received from the review requests sent out to customers.
  • Customer Experience Score: The average rating you’ve received from customers.
  • CTR (Click through rates): This is a calculation of the response and the reach of your acquisitions. It includes the number of customers who have clicked on the link from the SMS/Email/Embedded review URLs to respond to a review request.  A ratio showing how often people click the review request you sent.

Understanding Acquisition Metrics

You can track the performance of your current acquisitions from your dashboard. Click on any of your active acquisitions.

  1. Acquisition Name and Location: This helps you identify the acquisition and location (indicated by Location ID).
  2. Status: This indicates if the review acquisition launched is active, scheduled, or has been saved as a draft. You can also use the filters displayed above to view all your acquisition drafts to view which ones you can begin launching.
  3. The number of emails that were successfully sent out for a particular acquisition.
  4. The number of SMS messages that were successfully sent out for a particular acquisition
  5. Open rate: This metric helps you understand how many emails/SMS messages opened by customers, out of the total number of emails/SMS messages that were sent for the acquisition.
  6. Click rate: This metric measures the number of customers that clicked on the link in the email/SMS to leave a review. This indicates how many customers were interested in reviewing your business. When the click-through rates of your acquisitions increase, it usually leads to better success rates.
  7. Follow-ups– If you’ve enabled follow-up emails, this metric will indicate the number of follow-ups sent out.

Metrics for Individual Email and SMS acquisitions

Email and SMS acquisitions are highly measurable.
Click on an Email/SMS acquisition to view detailed metrics for this campaign.

Consolidated Acquisition Metrics:

  • Emails & SMS: the icons under the Email and SMS column indicate if the email has been delivered, opened, and if a follow-up has been sent.
  • Follow-up Sent: indicates of follow-ups have been sent.
  • Customer Rating: rating received by this customer.

Metrics for Static Review URL pages:

Static Review URL pages allow you to target customers that are on alternate social media platforms.

Static Review URL page Metrics:

  • Total Reach indicates the number of people who have clicked the shareable link and viewed the review landing page.
  • Total Responses indicate the number of responses received.
  • Customer experience score (why is this a percentage?) reflects the average rating your business has received.
  • CTR (Click through rates): This is a calculation of the response and the reach of your acquisitions. It includes the number of customers who have clicked on the link from the SMS/Email/Embedded review URLs to respond to a review request.  A ratio showing how often people click the review request you sent.

Understanding Acquisition Responses:

Click the Response tab to view details on the feedback received from each customer.

To help you gain deeper insight into your target audience base and how they perceive your brand you can view detailed feedback from reviewers.

This is especially insightful when reviewers give you a negative star rating.

Their responses help you understand the reason behind a negative rating and what you can work towards to improve customer satisfaction.

  • Contact Information of the customer (email ID & Name of the user to whom the acquisition has been sent).
  • Location ID, for which the acquisition was launched.
  • Acquisition Name.
  • The date this response was received.
  • Customer Rating received on a scale of 5 stars.
  • The feedback response received.

 

Note: You can also search for single user feedback by using the search option.

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Review Acquisition