How to Calculate Review Response Rate?
Reviews don’t have to be a one-way conversation. Whether it’s acknowledging a compliment, or addressing feedback, responding to reviews puts a business in the customers' good books. Uncover metrics on how your business responds to customers, use the information to improve CX and brand perception by addressing Review Response Rate reports.
The user can measure Review Response Rate by location and over time.
RESPONSE RATE OVER TIME
To calculate Response Rate over time, go to 'Reports' on the left navigation rail, hover over 'Review reports', and click on 'Over time' under the 'Response Rate' section.
The below image portrays the Response Rate Over Time chart and the user can view cumulative details such as the Response Rate %, how many reviews have and haven't been responded to, for the particular time period that the user has filtered by.
NOTE:
The formula to calculate Response Rate, e.g., for the month of January. Response Rate in January = responded reviews/total received reviews in January.
The user also has an option to measure this data on a table view. Click on the icon portrayed as three horizontal lines, right next to the chart icon.
NOTE:
The response rate is calculated based on when the review is received. For example, a review received in January and responded to in March will count toward the response rate for January.
RESPONSE RATE BY LOCATION
Hover over the 'Review reports' and select 'By location' under the 'Response Rate' section.
The below image portrays the Response Rate By Location. The user can also fetch details such as Response Rate, Responded, and Not Responded of a particular location by hovering over the Candle bar provided next to the location.
The user can also view this data on a table view. Click on the icon portrayed as three horizontal lines, right next to the chart icon.
DOWNLOAD REPORTS
The users can download Response Rate data by location and over time by clicking on the actions button, then select the format to be downloaded as PDF, Excel, and can also get the reports delivered on the email.
