Analytics Overview
Analytics in Reputation Management helps you gain deeper insight into how your business is perceived online. By analyzing review content and sentiment, you can identify key themes, track trends, and benchmark your performance against competitors.
Why use Analytics?
Using analytics, you can:
- Understand what customers value most
- Detect recurring negative feedback
- Monitor changes in sentiment over time
- Compare your reputation to competitors
- Make informed decisions to improve your service or offerings
What’s included
- Request Performance Metrics – Single Location: Track review request performance for individual locations
- Request Performance Metrics – Multi-Location: Compare metrics across multiple business locations
- Competition: Share of Voice: Benchmark your reputation against competitors
Get started
- Go to the
Reputation Managementdashboard. - Navigate to the
Analyticstab. - Review each section to identify patterns and customer sentiment.
- Use the insights to adjust your service approach or marketing focus.
Trending Keywords
The Trending Keywords report highlights how commonly used keywords in reviews evolve over time. Positive mentions appear in green, and negative mentions appear in red.
Keywords Wordcloud
The Keywords Wordcloud shows a visual representation of the most frequently mentioned terms in your reviews. Larger words represent higher frequency.
Machine Learning-Based Insights
This section uses natural language processing to identify common themes and the overall sentiment of your reviews.
Keyword Details
Keyword Details provides metrics on how often specific terms are used, along with the sentiment associated with each keyword.
Descriptive Words
This section highlights adjectives and other descriptive terms commonly used by your customers, offering insight into how they describe your business.
Frequently Asked Questions (FAQs)
Keywords are identified automatically using Google's machine learning algorithm. The system analyzes entire reviews to determine key topics and sentiment without manual keyword input.
The machine learning model improves over time but may occasionally misinterpret phrasing or context. Some inaccuracies are possible.
Green indicates a positive sentiment tied to a keyword, while red indicates a negative sentiment.
Larger words are mentioned more frequently in customer reviews.
Filtering options depend on the configuration of your Reputation Management dashboard. Check for filters at the top of the analytics page.
Review analytics update automatically as new reviews are collected and processed.
Use them to identify common concerns and take corrective action to improve customer experience.
Availability of export features may vary. Look for a download or export button within the Analytics tab.