Review analytics and monthly reports
Read your ratings, sentiment and topics over time on Review Analytics, and generate a printable monthly report for you and your team.
Review Analytics shows how your reviews are trending: your average rating, how many reviews you get, how fast you answer them, how reviewers feel and the topics they keep raising. Monthly Reports turns one month of those reviews into a printable report with a copy for you and a handout for your team.
Before you begin
- Connect at least one review site to a location (see Getting started). Analytics reads the reviews that have synced, so a new account fills in as reviews arrive.
- Review Analytics is on every plan. Monthly reports are included on Professional and Enterprise, and during your free trial.
How Review Analytics works
Open Review Analytics in the sidebar. Every card on the page reads the same three choices at the top:
- The date range. Press 7d, 30d, 90d, 12m or All time, or press the dates beside them to pick your own range on a calendar. The page remembers your range for next time.
- The site. All Platforms, or one review site.
- The location. When you manage more than one location, the location chips under the header narrow every card to one of them.
Press Compare to lay the previous period of the same length over the charts, so you can see whether this month beat the last.
What each number means
The four cards across the top each show a figure for the range you picked and its change against the previous period of the same length. Press the small information mark beside a card's name for its definition in the app.
| Card | What it counts |
|---|---|
| Average Rating | The average star rating of the reviews in the range. 4.0 and up is shown as healthy, 3.0 to 3.9 as a warning, and below 3.0 as critical. |
| Review Volume | How many new reviews arrived in the range. |
| Response Rate | The share of those reviews that have a published reply. 80% and up is healthy, and below 50% is critical. |
| Sentiment Score | The share of those reviews whose analysis reads as positive. 70% and up is healthy, and below 50% is critical. |
When the range holds no reviews at all, the change figures are left out rather than shown as zero.
Read the charts
Under the cards, each chart answers one question. Most of them are also shortcuts: press a part of a chart and the inbox opens filtered to the reviews behind it.
- AI Insights sums up the range in plain words: a Top Strength and a Top Concern taken from your topics, then highlights, concerns and Action Items. It refreshes on its own, which is free. Press Regenerate for a fresh read before then, which costs 2 credits.
- Rating Trend is your average rating over the range, a line you want to see climbing.
- Star Distribution counts your reviews by star rating. Press a bar to open those reviews in the inbox.
- Review Volume shows how many reviews came in each period. Switch it to By Platform to see which site they came from, and press a site to open its reviews.
- Rating Over Time shows the mix of star ratings in each period, so you can spot a run of low ratings.
- Sentiment Breakdown splits your reviews into positive, neutral and negative. Press a part to open those reviews.
- Sentiment by Topic lists the topics the analysis found in your reviews, such as service or wait times, and how reviewers feel about each. Press a topic to open its reviews.
- Sentiment Impact Map plots each topic by how often it comes up and how positive it is, in four corners: Fix this now (talked about a lot, and negative), Promote, Keep in mind and Amplify. The bigger the bubble, the more often the topic comes up.
- Score Forecast works out how many more 5-star reviews you need to reach a target rating, and how long that takes at your current pace. Type a different Target to see the effect.
- Competitor Benchmarking compares your rating and review count with local competitors you add (up to five). See Track a competitor.
- Best Reviews and Needs Attention list your strongest and weakest recent reviews. Press one to open it in the inbox with its reply.
Track a competitor
- On Review Analytics, find Competitor Benchmarking and press Add Competitor.
- Search for the business by name and press Add beside the right listing.
The competitor appears on the card, and its reviews are synced from then on at no extra cost. Adding one costs 5 credits, once. To stop tracking it, remove it from the same card.
Generate a monthly report
A monthly report covers one finished month for one location, or for all of your locations together.
- Open Reports in the sidebar.
- Pick a location, or All locations (roll-up), and a month. The list offers the last twelve finished months.
- Press Generate report. Writing it takes a little while; when it is done you see Report ready and the report opens on the page.
If the report for that month already exists, it opens straight away and the button reads Regenerate, which writes it again from the month's reviews. On a paid plan, the report for the month just ended is usually made for you ahead of time, so it is waiting when you open the page.
If the month had no reviews, the report says so and has nothing else in it.
What a monthly report contains
Part 1, the owner's copy, opens with the month's Avg rating (and its change from the month before), Reviews, Sentiment as positive, mixed and negative, and how many reviews Need a reply. Then:
- The short version: the month in a sentence or two.
- What needs your attention: the issues that came up, each with why it matters and what to do about it.
- Staff mentions this month: staff to Recognize for praise, and mentions to Address privately.
- Patterns worth watching: themes marked as a strength, a risk or one to watch.
- Worth a reply: reviews that deserve an answer, with an approach for each.
- The reviews behind this report: the reviews it was written from, numbered so every point above can cite its source.
Part 2, the team copy, is a one-page handout: the month's rating and review count, shout-outs for staff, what guests loved and the areas to invest in.
Fix a section of a report
If a section reads wrong, say, it misnames a dish or misses something you know about, you can have that section rewritten without regenerating the whole report.
- Press Fix this section beside the section's heading, or the pencil beside a single item.
- Under What should this know?, type what it got wrong or missed.
- Press Regenerate section.
The section is rewritten with your note and marked as updated.
Print or download a report
- Press Download PDF to save the report as a PDF file, named after the location and the month, to keep or email.
- Press Print to print it from your browser. Part 1 is for you, and the page marks where Part 2 starts so you can print the team copy on its own.
Get the monthly email
Separately from the report page, GetSetReply can email you a monthly recap with your trends and sentiment. Switch on Monthly report under Email preferences in Settings > Account. It is sent at the start of each month, and only when you had new reviews.
If something goes wrong
- The charts are empty. Check the date range and the site and location filters: a short range or a single site may simply hold no reviews. A new account fills in as its first reviews sync.
- "Some analytics couldn't load." One of the cards failed to load. Refresh the page.
- Reports shows an upgrade page instead of a report. Your plan does not include monthly reports. They are included on Professional and Enterprise, which you can switch to in Settings > Billing.
- The month you want is not in the list. Reports cover finished months only, so the current month appears once it ends.
Related
Reviews and AI replies
How the review inbox works, how each AI draft is written, how AI Personalities and Additional Instructions shape it, and what credits pay for.
Review requests and the review funnel
Ask customers for a review by text or email, share your review funnel link and QR code, and keep your contacts in one list.