How can this help?
Online reputation management has a huge influence on your sales. Why? Your company’s website often isn’t the first place where customers interact with your brand. The real front door is the first page of search results. This is where customers get unfiltered snapshots and uncensored opinions about your brand from others. We can say that customers are co-creating brands online via star ratings and reviews on search engines, social media, and review sites.
What are the reasons why online reputation management is so crucial for modern brands?
👉 Your online reputation affects your offline business
👉 It improves online visibility and influences your revenue
👉 A strong online reputation builds higher trust
A reputation score helps you understand how your business and locations stand relative to competitors and best-in-class benchmarks. This is the true measure of how your business is found, chosen, and experienced online. Here are the components of your reputation score:
Reviews
Star ratings on Google
Search impressions (local search rankings)
When it comes to reputation management, PromoRepublic enables you to:
Manage a consistent “near me” experience across a network of 130+ global-local search platforms like Google, Yelp, Facebook, Tripadvisor, Trustpilot, etc.
Oversee reviews, ratings, and Q&As from one dashboard
Instantly update data for any location in real-time to reach more consumers with correct information
Track your performance in Google Business Profile & Facebook Reviews for any given timeframe.
What can you see in this report?
Let's explore Reputation Insights, which is part of the Analytics dashboard for franchisees.
Before you start exploring the presented data, select the time frames. The numbers will be compared to those of the same previous period.
The information in the report is divided into two parts:
Location Insights.
Review Performance.
👉 Location Insights
At the top of the page, you can see three average metrics:
Average rating
Average rating Facebook
Average rating GBP
Metric Name | Definition | How It's Calculated |
AVERAGE RATING METRICS |
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Average Rating | Average rating and total review count across all connected accounts. | For all selected locations with connected accounts during the chosen timeframe. Includes prior period rating and changes. |
Average Rating: Google Business Profile | Average rating and total review count for Google Business profiles. | For all selected locations with connected Google Business profiles during the chosen timeframe. Includes prior period rating and changes. |
Average Rating: Facebook | Average rating and total review count for Facebook pages. | For all selected locations with connected Facebook pages during the chosen timeframe. Includes prior period rating and changes. |
Scroll down the page to find more widgets, such as:
Reviews by network
Review distribution
Reputation by location
Detailed location performance
REVIEW METRICS |
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Reviews by Network | Number of reviews per network. | Aggregated data for reviews across all connected accounts during the chosen timeframe. |
Review Distribution | Distribution of star ratings and recommendations. | Illustrates the number of reviews for each rating (e.g., 5 stars vs. 4 stars) across all connected accounts during the chosen timeframe. |
LOCATION-BASED METRICS |
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Reputation by Location | Average rating of the region based on reviews. | Calculated using the number of reviews and their ratings for all selected regional locations during the chosen timeframe.
Note: We offer state/ region-based maps for Canada and the USA now. |
Detailed Location Performance | Number of reviews and their average rating per location. | Data specific to each location across all connected accounts during the chosen timeframe. |
👉 Review Performance
In this part of the report, you can see your review activity. In the first row, there are 3 key metrics:
Number of reviews
Average response rate
Average response time
Metric Name | Definition | How It's Calculated |
REVIEW METRICS |
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Number of Reviews | Total review count across all connected accounts. | For all selected locations with connected accounts during the chosen timeframe. Includes the prior period's number of reviews and changes. |
Average Response Rate | Ratio of responses to reviews. | For all selected locations with connected accounts during the chosen timeframe. Represents the ratio between the number of responses and the number of reviews. Includes responses through the platform and direct responses. Includes prior period's number and changes. |
Average Response Time | Time taken to respond to reviews. | Calculated the average time between the posted review and the brand's response across all connected accounts for the chosen timeframe. Includes responses made through the platform and direct responses. |
Scroll down the page to find out more details about the metrics above.
Whether they’re positive or negative, it is essential to respond to reviews immediately, showing consumers that you appreciate their feedback. Nearly half of all customers (46%) expect companies to respond to direct messages within 4 hours. That is why we also provide a section where you can track Average Response Time and Average Response Rate.
Taking advantage of the available online reputation management tools like ours can help your business track its level of visibility, reputation, and customers’ perceptions and respond timely.
If you have any further questions, please contact us at
[email protected].