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' 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 optimize 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.

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 4

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

Competitor Report

Success Report

Reviews Report

Performance Report