‍Five new charts have been added to the review dashboard to provide increased visibility to the changes in review responses, response time, comment ratio, comment length, and word ratio over time.

‍Brands that take a strategic approach to reputation management should expect to gain several quantifiable go-forward benefits. To help clients see these early changes, we've put together new data charts to better describe the performance changes in the initial weeks and months.

‍

Response Volume & Ratio

‍This chart presents the volume of responses published to all review platforms by period (day/week/month) and the corresponding percentage of reviews receiving a response. The real-world example below shows the changes in response volume starting in June 2020 and then the increase in commitment to customer feedback this past summer.

Response Time

‍This chart presents the average time to respond to reviews (presented in days and hours). The example below highlights a spike in response time when brands kick start a campaign responding to older reviews and then the significant performance improvement using LocalClarity best practices.

Comment Ratio

‍This chart presents the percentage of reviews that are not merely ratings-only, but also contain a customer comment. Please note that the percentage you experience is highly dependent on your industry and the mix of review sources. Comments in Google are optional, while they are required in Yelp and TripAdvisor.

In the chart below you will see a modest recent upward trend during the last few months. We are hoping to see this continue in a more pronounced fashion as a direct impact of more responses. Consumers who read reviews and brand responses are more likely to leave a comment.

Comment Length

‍This chart presents the average number of words contained in all reviews.

Comment Word Ratio

‍This chart presents the percentage words shared in all reviews that fall into each of the star-rating buckets. In the example below, you can see that 43.78% of all the words shared in reviews this past September were in 5-Star reviews.

Why not apparent in this example, LocalClarity is building a case study for a brand that went from ignoring customer feedback to an industry leader.