Understanding Your Analytics Dashboard
The ReplyFlow Analytics dashboard gives you a clear, data-driven view of your online reputation and review management performance. Here is what each section shows and how to use it.
Overview Metrics
At the top of the Analytics page, you will find your key performance indicators:
- Average Rating: Your current average star rating across all connected platforms, updated in real time.
- Total Reviews: The total number of reviews across all platforms.
- Response Rate: The percentage of reviews you have responded to. Aim for 100%.
- Average Response Time: How quickly you typically respond to new reviews. Faster is better for both customer satisfaction and search rankings.
Rating Distribution
The rating distribution chart shows how your reviews break down by star rating (1 through 5 stars). This helps you understand your review profile at a glance:
- A healthy distribution has the majority of reviews at 4 and 5 stars.
- A spike in 1 or 2 star reviews may indicate a service issue that needs attention.
- Use the date range filter to see how your distribution has changed over time.
Review Trends
The trends chart plots your review volume and average rating over time. Look for:
- Upward trends in review volume, which indicates your review generation efforts are working.
- Rating stability or improvement, which shows consistent service quality.
- Sudden dips in rating, which may correlate with staffing changes, new processes, or seasonal factors.
Sentiment Analysis
ReplyFlow's AI analyzes the sentiment of every review you receive. The sentiment panel breaks your reviews into:
- Positive: Reviews expressing satisfaction, praise, or recommendation.
- Neutral: Reviews that are factual or mixed without strong positive or negative sentiment.
- Negative: Reviews expressing dissatisfaction, complaints, or criticism.
Click on any sentiment category to see the specific reviews that fall into that group.
Platform Breakdown
If you have multiple review platforms connected, the platform breakdown shows how your reviews and ratings compare across Google, Facebook, Yelp, and any other connected sources. This helps you identify which platforms need the most attention.
Using Analytics to Improve
Your analytics dashboard is more than a report card. Use it to:
- Set monthly goals for review volume and response rate
- Identify operational issues from negative review trends
- Track the impact of changes you make to your business
- Generate reports for stakeholders or team meetings
Data is refreshed daily, and you can export reports as needed from the Analytics page.