Reviews Insights Screen | Yext Hitchhikers Platform

What You’ll Learn

In this section, you will learn:

• Introduction to the Reviews Insights screen
• What a theme is and how they are used to organize reviews
• What reviews summaries are

Overview

Enterprises receiving a high volume of customer reviews often struggle to discern common themes and extract meaningful, actionable insights. With the Reviews Insights screen, brands can quickly see performance metrics that matter and understand where they can add the most value to the business and improve their star rating.

Navigate to Reviews > Insights. This screen has three parts:

• An overview of key metrics
• Review Themes
• Review Summaries

This unit calls out some limitations of the Reviews Insights screen. A full list can be found in Reviews Insights Screen reference doc.

Overview of Key Metrics

The overview section shows you the most important metrics about your reviews and how they’ve changed over time. These four key metrics are average rating, reviews volume, response time, and response rate. You’ll see the metric itself and the change from the past period to the current period (the period defaults to 90 days). Clicking on one of the metrics changes the chart to show the change over time for that metric.

You can view these metrics for all your reviews or filter the insights screen by publisher, date, and entities. For example, you might want to see how your reviews on Google are doing for a specific folder of entities with a time range of 30 days. Use the filter pills at the top of the page. These filters will then apply to all sections of the screen.

You can also dimension the key metrics in the overview section by theme, which we’ll discuss below. Select themes from the comparison dropdown below the chart to see how each metric has changed for each theme selected.

Review Themes

Review Themes is a way to organize and classify reviews that come in so that you can track how your brand is performing in specific aspects of your business, such as customer service, product quality, pricing, and wait times.

The themes table shows each theme’s average rating, number of reviews, and how each of these two metrics changed period over period. Click into a theme to to see further details, such as an AI-generated summary of recent reviews for that theme, the top entities with reviews that match the theme, and snippets from the reviews in the theme. Click View All at the bottom of this list to view all the reviews in this theme by filtering to this label in the Monitoring tab. This enables you to focus on the specific themes that you can action on to improve your brand.

Review Themes and Labels

For each new theme, a review label will automatically be created and applied to reviews in that theme. You can use these review labels just as you normally would. For example, when building Analytics reports and dashboards to get theme-specific data, or as filters in the Monitoring and Response tabs.

Add Review Themes

To add a theme, click on the + Add Theme button. You can choose from suggested themes for various industries or create custom themes. Built-in industry themes are only available in English, but custom themes are supported in all languages.

Once you add themes, we’ll use them to categorize reviews from the past 90 days and going forward. Note you can only have 15 themes at a time.

Review Summaries

Review Summaries are produced weekly or monthly (depending on your business’s review volume) to extract key insights from recent reviews, recommend which themes to look into, or suggest new themes to track. They are a set of summarized points we want to highlight about your reviews over a small time period.

Click into a review summary to view snippets of reviews talking about this summary. Download all the reviews as a CSV by clicking into the download button at the top. For each summarized point, we’ll show you either the related theme or recommend you add a specific theme to track.

Review summaries are generated only in English.