Understanding how your customer review and Net Promoter Score (NPS) requests are performing is essential for improving engagement and optimizing outreach strategies. With the Multi-Location Request Performance Metrics, businesses with multiple locations can now track the effectiveness of their review and feedback requests in a centralized dashboard.
This feature provides key insights, such as the total number of requests sent, clickthrough rates, and individual location performance, helping you refine your approach and maximize customer responses.
Why Track Request Performance?
Monitoring request performance allows multi-location businesses to:
- Measure the total number of review and NPS requests sent across locations.
- Track customer engagement with clickthrough rates and link clicks.
- Compare the performance of different locations to identify trends.
- Optimize their review and feedback generation strategies for better results.
How to Access Request Performance Metrics
Follow these simple steps to find your request performance insights:
Step 1: Open the Multi-Location Business App
Log in to your Multi-Location Business App to get started.
Step 2: Navigate to the Reputation Tab
Click on the Reputation tab in the left-hand menu.
Step 3: Locate the "Requests" Sub-Menu
Under the Reputation tab, select the Requests sub-menu to access performance metrics.
Understanding the Request Performance Metrics
Once inside the Requests section, you’ll find key metrics that provide a detailed breakdown of your outreach performance:
1. Requests Clickthrough Rate
The percentage of requests clicked by customers across all locations.
2. Sent
The total number of review and NPS requests sent via Email and SMS across all locations.
3. Clicked
The total number of link clicks received for review and NPS requests across all locations.
Breaking Down Metrics by Location
Each location’s performance is displayed in an easy-to-read table, showing:
- Requests Sent – The total number of review and NPS requests sent via Email and SMS for that location.
- Links Clicked – The number of times customers clicked on the request links.
- Clickthrough Rate – The percentage of sent requests that were clicked for that location.
Understanding Delta Comparisons
Next to each metric, you’ll see a delta icon that indicates performance trends compared to the previous period:
- Green Up Arrow – Indicates an increase in performance.
- Red Down Arrow – Indicates a decrease in performance.
- No icon – Means there has been no change in performance.
Using Filters to Analyze Performance
The filter options allow you to analyze metrics based on the communication channel used:
- Email Filter – Displays request metrics only for emails.
- SMS Filter – Displays request metrics only for SMS messages.
By utilizing these insights, multi-location businesses can make data-driven decisions to improve their review and feedback request strategies, ensuring better engagement and stronger customer relationships.