Tracking the performance of review and NPS (Net Promoter Score) requests is essential for small and medium-sized businesses (SMBs) looking to optimize outreach strategies and improve customer engagement. The Performance Metrics feature provides comprehensive insights, including total requests sent, clicks, clickthrough rates, and channel-specific performance via Email and SMS. It also offers delta comparisons to identify trends over time, helping businesses refine their strategies, enhance request outcomes, and effectively manage their online reputation.
Where to find performance metrics
Step 1: Access performance metrics
- Note: Reputation Management Premium edition needs to be activated to access the performance metrics.
- Navigate to Reputation Management Premium.
Step 2: Navigate to the Analytics tab
Step 3: Locate the "Requests" section, where you'll find detailed performance data.
Understanding the metrics
Overall
- Requests sent: The total number of review and NPS requests sent via Email and SMS.
- Links clicked: The number of clicks received across all requests.
- Clickthrough Rate (CTR): Percentage of requests clicked by customers.
- Requests sent: The number of review and NPS requests was sent via email.
- Links clicked: Total number of email links clicked.
- Clickthrough Rate (CTR): Percentage of email requests clicked.
SMS
- Requests sent: Number of review and NPS requests sent via SMS.
- Links clicked: Total number of SMS links clicked.
- Clickthrough Rate (CTR): Percentage of SMS requests clicked.
Delta comparison: The delta icon next to each metric shows the percentage increase or decrease compared to the previous date range.
- An up arrow in green indicates an increase.
- A down arrow in red indicates a decrease.
- No icon indicates no change in performance.
Graph insights: The graph visually represents your request performance over the selected date range.
- Metrics are plotted for each day, showing trends over time.
- Mouse over the day or the graph to see the Requests sent vs Links clicked vs Clickthrough rate.
- Date range filter: Use the date range filter in the top-right corner to adjust the period shown in the metrics and graph.