Question 1

Competitor Report

Accepted Answer

Competitor Report

Gain a competitive edge with our comprehensive Competitive Report. This powerful tool equips you with the knowledge needed to make informed decisions and outshine the competition. You'll discover what's holding you back and where you're winning in the competitive landscape.

Competitor Report provides a snapshot of the business's online reputation as compared to local competitors. The Google Reviews data used for this comparison includes:

Review volume
Average rating
Review recency, or how many days since the last new review

Generate a Competitor Report

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to upload a customer list for from the Business Dashboard.

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Upon your first visit to the Competitor Report screen you'll see a short description. To generate your report click Enable.

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The Competitor Report features and use

Once a report is generated the report can be downloaded as a PDF. The report will show:

Review Volume

How your business stacks up in terms of review volume can give you clear direction of the next steps that need to be taken. Leading your competitors in review quantity? Continue asking customers for reviews but make sure you take the time to listen and understand their needs. Work on increasing the average rating and keep the reviews coming!

Lagging behind competitors review totals? Consider ways to increase your review requests being sent and optimise for performance. For instance try sending requests with SMS rather than just email. Make sure to ask ALL customers to leave a review. Automate as much of the process as possible by leaning into an integration or use the Client Staff Form to get customers added the platform.

Relative Ratings

Ratings are important conversion opportunities for consumers looking at your business versus competitors. The key is to be in the ballpark. Data shows that a perfect 5.0 star rating isn't believable. And less than 4.0 won't even get you considered. Deliver a great customer experience and your star rating should be in the ideal range of 4.0-4.7 .

Don't forget to respond to negative reviews. By providing a reasonable and customer-focused response can sometimes lead to a customer changing their negative rating to positive.

Relative Recency

Recency is the number of days since your last review. If consumers see others generating new reviews, while your most recent review is from 3 years ago you will lose out on potential business. It's best to consistently ask customers to leave reviews over time and not all at once a couple times per year. Studies show that businesses without a review in the last 3 months are less likely to convert customers.

Edit Competitors

We supply local competitors by default but you can edit the competitors listed in the report. Simply click the Edit button. You can update existing competitors or add New Competitors.

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Choose New Competitor if you want to add a competitor to the list. Use the Google search bar to find the competitor you want and then click "Add Competitor."

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Click the 3 dots on the right to update or delete a competitor.

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We hope you find this report helpful in your online reputation management journey.

Smart Insights

Smart Insights was designed to help you take action on the mountains of feedback and review data you’ve worked so hard to grow. Smart Insights uses artificial intelligence (AI) to analyse your customer feedback and draw out insights regarding what is going well and what could be improved.

Here’s how to generate your Smart Insights report:

Log in to your account
If you have multiple locations, then selection your chosen location you wish to generate this report. If you only have one location skip this step.
Under Reports, select Smart Insights

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Click Generate Your Insights

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Next you’ll see the below message. It can take a few minutes for the report to be generated. But don’t worry, you can navigate away and come back to find your insights waiting for you.

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The Smart Insights report generates 5 examples of “Where you’re crushing it” or things you’re doing well and 5 “Areas for improvement.” Read through the insights and take action to make your business even better, or to highlight what customers love.

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You can download this report into a pdf by clicking the down arrow graphic in the top right. You can also regenerate the report for new or different insights.

About Smart Insights

Smart Insights uses artificial intelligence (AI) to analyse your customer feedback and draw out insights regarding what is going well and what could be improved. As it exists today, AI is an immature technology and shouldn’t be viewed as a definitive source of truth, although it should be directionally accurate. It’s important to do your own research, but we hope that Smart Insights can give you a helpful starting point.

Pro Tip:

A report can be regenerated any time using your most recent feedback to keep up to date with your customer insights. To continue to gain your latest insights from your customers we would recommendation regenerating this report on a monthly, quarterly or half yearly basis based on the number of customers you enter into your Customer Feedback Centre dashboard.

Privacy

In order to operate, Smart Insights leverages 3rd party AI tools. Your data is securely encrypted during transmission. In addition, we make every effort to spot potential PII (personally identifiable information) in the review data and remove it prior to transmission. Your data will only be used for Smart Insights when you opt in. If you prefer not to use Smart Insights, your data will never leave our system.

Question 3

Net Promoter Score® (NPS)

Accepted Answer

Net Promoter Score® measures customer experience, predicts business growth, and is calculated based on responses to a single question:

"How likely is it that you would recommend our company to a friend or colleague?"

The customer answers this question by selecting a number on a 0-10 point scale, with 10 being very likely to refer you and 0 being not likely at all.

To calculate NPS, responses are assigned to a category and used to solve for NPS.

9 or 10 = Promoters (likely to buy more, remain a customer, positively refer others)
7 or 8 = Passives
0-6= Detractors (likely to share a negative referral)
NPS = Promoters % of total - Detractors % of total

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In this example, 100 customers were surveyed and the number of responses for each rating is totaled.

To find Promoters % of total:

To find Detractors % of total:

To find** NPS:**

NPS performance varies across industries but generally the following applies:

-100 (every responder is a "detractor") to -1 = Poor

Question 4

Success Report

Accepted Answer

The Success Report brings together all of your review data, for all locations in your account, into one report including:

Net Promoter Score®
1st-party reviews
3rd-party reviews
Survey Questions Ratings
Individual review details for 1st and 3rd-party reviews
To access the Success Report follow these steps.

Log in to your Customer Feedback Centre account.

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To filter data, click Filter. Select one or multiple filters and click Apply. Filter options include:

Locations, Labels, or Super Groups
Review Sites
Tags
Rating Type

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You can adjust the Date Range and click to Save as PDF.

Question 5

Reviews Report

Accepted Answer

The Reviews Report was designed to help you compare different elements of your account to understand how one is performing versus another. Each element is represented by a data card with that element’s performance.

Reviews Report Features and Functions
Date range choices as well as custom date range selection
Ability to compare up to 6 elements at one time
Visual charting is produced after you select more than the current element you are in, you can also delete any element, including the location you are in.
You can do any combination of the above: Date range vs. location vs. label vs. brand (brand = one business versus all other businesses in account)
ORDER BY offers ordering by overall rating, reviews in last 30 days, reviews since starting Customer Feedback Centre, rating type (1-5 stars), reviews sources (Google, Yelp, Facebook, etc.)
Ability to save/print to PDF
Report Template. Once you select a specific set of elements to report on you can then SAVE those elements into a “template” you can access in the future with one click. So if you are comparing 3 different date ranges of one location together, you can save it to reuse in the future.

How to access and export the Reviews ReportLog in to your Customer Feedback Centre account.

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A. View online reviews by selected date range
B. Save Reviews Report as a PDF
C. Download CSV of your online reviews

Create a Comparison Reviews Report

Click the Comparison tab.

Date Range of this location: Compare one date range of the data vs. another date range for the location
Location: Compare two different locations
Label: Compare location vs. label
Brand: Compare location vs All locations

Click Add.

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Upon adding a comparison you will see a graph representing comparison data. View comparison data by selecting an Order By: option including:

Rating - 0-5 rating
Reviews - Select Last 30 days or Since Joining
Rating Types - Select a star rating of 1, 2, 3, 4, or 5
Reviews Sources - Select an online review provider such as Google, Facebook, etc.

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Scroll to view Reviews Report summary for both locations.

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Save a Customised Report as a Report Template

Once you select a specific set of elements to report on you can then save those elements into a template you can access in the future with one click.

Report templates you create are yours only unless you check Global template, then anyone with access to the account can select and view that report template.

Click Report Template.

Question 6

Google Q&A Monitoring

Accepted Answer

Google Q&A was introduced in August 2017. This Google feature allows users and businesses to share questions and answers. These questions and answers appear on a business’s Google Knowledge Panel and Maps page.

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Appearing in both the Google Knowledge Panel for a brand search and the Local Finder for a keyword search in all browsers and in Google Maps for Android ensures the questions and answers are often presented as soon as a potential customer performs a relevant brand search. This is an important communication channel that should not be neglected.

As user-generated content, Google Q&A can impact your online reputation. It is important for any business to be aware and respond to their Google Q&A.

How Does Customer Feedback Centre Leverage Google Q&A?

We offer the ability for businesses to monitor, report and productively engage with the Google Questions & Answers that are appearing on your brand page at Google.

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Here is how Customer Feedback Centre achieves this:

Automatic setup: We will immediately start monitoring your Google Questions & Answers.

Email alerts: Whenever we find a new question or a new answer on any of your locations we will alert you via an email so that you can stay in front of them. We even notify you if the questions you reported to Google have been removed.

Google Question and Answer Dashboard: We will provide the ability to see all of your locations’ question and answers in one place, simply, quickly and easily. You will be able to filter in numerous ways, to just focus on the particular locations or questions of concern.

Multi-location workflow: Staying on top of Questions & Answers is easy with our optimised workflow that allows you to quickly and easily respond to legitimate questions, report those that violate Google’s TOS and indicate to others in your work group that the job has been accomplished.

How can the Google Q&A Report benefit me?

Google Q&A can appear directly on the front page of a Google brand search for every business with at least one question. If the question has at least one thumbs up (an up-vote) then the question can show directly in search. The question with the most up-votes is the one that will show. This can directly enhance your business's reputation with crowd sourced affirmation.

Having questions on the business's Google Knowledge Panel can ease the customer journey. By answering commonly posed questions the business can help potential customers make an informed and immediate decision.

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Using Google Q&A, the business can clearly define what they do and do not offer. Time is saved for the business owner by reducing the number of unqualified customers making contact. Customers, on the other hand, save time by ensuring the potential business meets their needs.

Customer Feedback Centre's Google Q&A feature delivers a powerful new reporting tool to any sized business.

How Do I Setup the Google Q&A Report in Customer Feedback Centre?

Google Q&A is automatically turned on for every Customer Feedback Centre subscription of Pro Plan. To take advantage of the report the business location must currently be monitoring Google reviews in their Online Review Links settings of Customer Feedback Centre.

If you would like more information on enabling Google review monitoring, see our user-guide: Setting up Online Reviews Links.

How Do I Use the Google Q&A Report?

How to access the report: You access the Google Q&A Report by navigating: Reports --> Q&A Report.

If you are unable to access the report see the above section How Do I Setup the Google Q&A Report in Customer Feedback Centre?

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What business locations appear in report?

Your login to Customer Feedback Centre will determine which locations are displayed within the report.

For example, the Google Q&A Report will display just the business locations assigned to a User. In the case of the Account Owner, the Google Q&A Report will display all of their business locations.

How do I look at Google Q&A results for a specific business location, label or status?

You can filter the Google Q&A report by Location, Label or Status allowing you to view only the data you want. You can also use the Search field to find a business, sentiment, or any keyword.

For example, if you wanted to filter by a specific location you would follow these steps:

In the Filter By section click on the Location button.
Check the box(es) for the locations you wish to view.
Click the Filter button at the bottom of the drop-down menu.

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Managing with the Open/Close/Reported flag: Click on the Status menu to flag an instance as open, closed, or reported. Here is the most common way the flags are used:

Open: used to flag unanswered questions

Closed: used to flag answered questions

Reported: used to flag Q&A instances that have been reported to Google for removal

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How to export your Google Q&A data:

You can download a CSV of your Google Q&A data at anytime by clicking the Download CSV button at the top right of the report.

PLEASE NOTE: Your export file will be affected by any active filters. To export all Google Q&A data be sure to clear all active filters.

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Can Customer Feedback Centre Notify Me When I Receive New Q&A Activity?

Customer Feedback Centre can send an Alert Notification email when new Google Q&A activity is detected for a business. Alert emails can be sent to the Account Owner, Business Owner, Users or any Additional Alert Recipients you’d like.

Question 7

Performance Report

Accepted Answer

The Performance Report provides a summary of ratings, reviews, and requests for a single location in real-time. You can also receive a copy of the report via email on a weekly or monthly basis.

Understanding the Performance Report

The Performance Report displays metrics for a single location including Net Promoter Score®, survey questions, reviews, and requests. By default, the date range for the report is set to Lifetime but it can be adjusted.

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The Performance Report displays metrics for NPS, survey questions, reviews, and requests

Net Promoter Score®

The metrics displayed for the Net Promoter Score® (NPS) include the current rating, NPS breakdown, and month-to-month change for a single location.

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The Performance Report displays the current Net Promoter Score® for a location

The current Net Promoter Score® is assigned to a performance category. NPS performance varies across industries but generally the following applies:

-100 (every responder is a “detractor”) to -1 = Poor

The NPS Breakdown shows the total number of responses and how many are Promoters, Passives, or Detractors in order to display how NPS is calculated.

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NPS Breakdown is included in the Performance Report to display how the Net Promoter Score® is calculated

NPS month-to-month tracks the total number of respondents that answered the NPS question for a business location in a given month and the calculated NPS score of those replies.

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NPS Month-to-Month tracks the NPS score of new replies received in a given month

Survey Questions

If your location is set to Ultimate Request Mode and you add additional survey questions, the Performance Report displays the average rating received for each question.

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See survey results under Survey Questions Ratings in the Performance Report

Reviews

Reviews displays a location's progress on 3rd-party review sites. The sites you request reviews to are listed and metrics include; overall rating, total reviews, and the number of reviews received since starting Customer Feedback Centre.

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Requests

Activity metrics for Email Requests and SMS Requests are available in the Performance Report under Feedback Process. The number of requests sent and opened, the total number of 1st-party ratings and/or reviews received (Feedback Received), and the number of clicks to review sites are displayed.

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Activity metrics, including total requests sent and feedback received, for email and SMS requests are displayed under Feedback Process in the Performance Report

The default setting is set to display All Feedbacks, however, you can select to display activity metrics for "Only Email" or "Only SMS".

Additional Entry Points

Additional Entry Points displays the total number of customers that have left feedback using the Feedback URL, Kiosk Mode, Feedback Locator, or Feedback URL with Campaign Tracking.

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Adjust Date Range of Performance Report

By default, the date range of the Performance Report is set to Lifetime. Additional selects are available and include:

Lifetime

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Change the date range of the Performance Report to reflect metrics for the selected timeframe only

Access and Export the Performance Report

To access and export the Performance Report follow these steps:

Log in to your Customer Feedback Centre account.

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Receive the Performance Report via Email

To receive the Performance Report via email follows these steps:

From the menu, go to Settings > Notifications.

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Complete the following:

Check Send performance report