We’ve introduced a new section under Reputation called Response Performance, located next to Reviews. This section is designed to help you analyse how well your business is responding to reviews — both manually and automatically.
The advanced Response Performance Insights is a premium feature and may not be included in your subscription. If you are interested in subscribing to it, please contact your Customer Success Manager.
What You'll Find in Response Performance
Global Metrics
At the top of the section, you’ll find a set of global metrics. These are impacted by any filters you apply — the same filters available in the Reviews section also apply here.
-
Number of Reviews: Total number of reviews received across all selected locations during the chosen time period.
-
Response Rate: Percentage of reviews that received at least one response (manual or automated). Additional responses do not affect this rate.
-
Automated Response Rate: Percentage of responses that were generated automatically. This shows how automation supports your reputation efforts and frees up your team for high-value interactions.
-
Average Responses per Day: Average number of responses posted per day. This includes all responses to reviews (manual and automated). Note that some platforms allow multiple responses per review.
-
Average Response Time: Average time to respond per review.
-
Response Target Compliance Rate: Percentage of responses that meet your predefined response time target.
Graphs: Reviews and Responses Trends
Understanding how your reviews and responses evolve over time is crucial for tracking performance and identifying trends. In this section, you’ll find two key graphs designed to give you a clear, day-by-day picture of both incoming reviews and your response efforts.
Trend of Reviews
The Trend of Reviews graph shows how many reviews you received each day. These reviews are collected from different platforms and displayed based on the time period you selected.
You can view:
-
The total number of reviews, or
-
Reviews grouped by platform, to understand where your reviews are coming from (like Google, TripAdvisor, etc.)
This trend helps you see when you receive more reviews, check if a recent campaign had an impact, or spot patterns related to events or seasons. It gives you insight into how your review activity changes over time.
Trend of Responses
The Trend of Responses graph shows how many reviews have been replied to each day—whether manually or automatically. This allows you to monitor how actively your team is engaging with customer feedback.
A dotted line is included to indicate the average number of replies per day during the selected period. This helps you quickly determine which days are performing above or below average in terms of response activity.
Trend of Average Response Time
The Trend of Average Response Time graph shows how long, on average, it takes your team to respond to reviews.
The graph is grouped by day and includes a dotted line representing the overall average response time during the selected period. This helps you quickly identify which days had faster, or slower responses compared to your usual average.
The graph helps you understand how your response speed varies day by day, and whether your team is meeting your response time goals.
Please note that the average response time is calculated from the moment a review is posted by the user on the platform (e.g., Google).
Response Time Distribution
Below you will find two graphs called Response Time Distribution. These graphs show how many reviews were replied to within your target response time over two different periods: one week and one month.
Response Time Distribution - Up to 7 days
The first distribution displays the number of reviews responded to within their first week.
- The vertical axis represents the number of replies.
- The horizontal axis shows the number of days (up to 7). When hovering over the chart, the time will be displayed in hours instead of days, providing more detailed insight into how many hours passed before each review was responded to.
The reviews are grouped by the hour in which they were replied to, this means that for example after 10h, 246 reviews have been replied to. The vertical dotted line indicates the specified target response time, which can be modified from the advanced settings tab.
- the green line represents the number of reviews replied to within the target time.
- the red line shows the number of reviews replied to after the target time.
Response Time Distribution - Up to 30 days
The second distribution shows the number of reviews that were responded within its first 30 days of life.
- The vertical axis represents the number of replies.
- The horizontal axis shows the number of days (up to 30 days).
The reviews are grouped by the day they were replied to, this means that for example after 2 days, 262 reviews have been replied to. The dotted line indicates the specified target response time, which can be modified from the advance settings tab.
- the green line represents the number of reviews replied to within the target time.
- the red line shows the number of reviews replied to after the target time.
How to Set the Response Target Time
In order to manage and improve your review response efficiency, you can set a Response Time Target within the platform. This setting allows you to define the ideal timeframe in which you want to reply to your reviews.
Where to find it:
Go to Advanced Settings > Reputation Settings > General. Here, you will find an editable field called Target Response Time.
The Response Time Target sets a threshold for how quickly you aim to respond to customer reviews. You can specify this target in either hours or days. This target will be visually represented as a dotted line on the Distribution graphs found under the Response Performance tab, helping you track your performance against your goal.