Your reviews contain so much more than just a star rating.&nbsp;To get a clear view of your entire customer experience&nbsp;and&nbsp;discover what your customers really&nbsp;think of your business, reporting is the key.&nbsp;The Feefo reporting suite contains&nbsp;a range of tools&nbsp;to&nbsp;help you get&nbsp;the&nbsp;most out of your reviews. By using our&nbsp;reports,&nbsp;you can find out more&nbsp;about your business&nbsp;-&nbsp;whether&nbsp;you want to identify&nbsp;your&nbsp;best performing branches,&nbsp;which products or services need improvement, how your customer service measures up, or spot&nbsp;seasonal trends in your customer feedback.&nbsp;Everything you need to start uncovering all this data&nbsp;is in&nbsp;the ‘Reports’ tab of the Hub.Before we get started…There are a few things that are worth taking note of before you start looking at your reports.&nbsp;<h2>Sales tags&nbsp;</h2>To make the most of&nbsp;the reporting suite,&nbsp;assign sales and product tags to your data. If you have tags assigned, you can be a lot more specific when it comes to reporting.&nbsp;Suppose you have&nbsp;several&nbsp;stores across the country and want to report on one&nbsp;particular location, or you need to see how individual products are performing&nbsp;– tagging your data can make&nbsp;this possible.&nbsp;You can&nbsp;also&nbsp;tag sales to differentiate between new and returning customers, so you can gaininsights from all points of the customer journey. To find out more about tagging your data<a href="https://support.feefo.com/support/solutions/articles/8000079844-sales-and-product-tags" target="_self">,&nbsp;</a><a href="https://support.feefo.com/support/solutions/articles/8000079844-sales-and-product-tags" target="_self">read our customer support article on sales tags</a>.&nbsp;<h2>Global filters&nbsp;</h2>At the top of the Hub, you’ll see a green button labelled ‘Global Filters’. This is where youselect which account you want&nbsp;to report on.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blte9341ba989b296cd/63ff270463d5af53eefe8f30/Global_Filters.png" height="auto" width="478" max-width="478"/><h2>Filtering by date</h2>At the top right of the Hub, you’ll see a tab showing two calendar dates. Before running any of your reports,&nbsp;select&nbsp;which time frame you’d like to show data for by clicking on this tab and choosing&nbsp;the&nbsp;dates on the calendar.&nbsp;You can do this&nbsp;manually, or you can choose an option such as ‘last 7 days’ or ‘last 12&nbsp;months’.&nbsp;<h2>Actions</h2>Clicking on the ‘Actions’ menu on any of the reports allows you to:&nbsp;Email your report.&nbsp;You can send it to anyone, even if they don’t have a Feefo login schedule a report.&nbsp;You can request to send a report to whoever you like, whenever you’d like them to receive it -&nbsp;Saves&nbsp;as a CSV<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt579be6d6434183c8/63ff271d23414c378cccae71/Date_Frame.jpg" height="auto" width="505" max-width="505"/><h2>The Dashboard</h2>For a general overview of how your feedback is looking, go to the ‘Dashboard’ tab.&nbsp;From here, you’ll get an ‘at a glance’ view of your feedback, such as the progress of your sales uploads, your response rate, how many reviews you need to reply to, and your average rating. To take a more in-depth look into these numbers and&nbsp;investigate any red flags, click on the&nbsp;‘Reports’ tab.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt636b6555323442d9/63ff2740d54a9b21379b670f/Dashboard.jpg" height="auto" width="474" max-width="474"/><h2>Your essential reports</h2>The reports that will be the most useful to you depend on&nbsp;your business&nbsp;and what insights you need. The reports&nbsp;we mention here&nbsp;are essential for most businesses and will give you a good overview of your customer feedback at a top level.&nbsp;<h2>Feedback breakdown</h2>This report offers a simple breakdown of your feedback, including your current rating, total number of reviews, and how many reviews have 1,&nbsp;2, 3, 4 or 5 star&nbsp;ratings. You’ll also be able to see how many reviews are waiting for a response from you. Switch your view between product and service reviews by selecting either option on the ‘Feedback type’ option at the top of the page.&nbsp;The Feedback Breakdown table displays your data according to which tags you have set up, showing how many reviews&nbsp;you are receiving, and the average rating for each category. For example, you could choose to&nbsp;look at&nbsp;a particular product category,&nbsp;salesperson&nbsp;or store location.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt70c8297b775c36ff/63ff275e8b042a1022a6eac9/Feedback_Breakdown.png" height="auto" width="472" max-width="472"/><h2>Response performance</h2>Here&nbsp;you can keep track of your feedback requests and your response rates.&nbsp;This report shows&nbsp;how many&nbsp;feedback requests are being sent, how much feedback you’re receiving, and your response rate as a percentage.&nbsp;Select either ‘Email’ or ‘SMS’ from the ‘Channel’ drop down menu at the top of the page if you send your feedback requests&nbsp;by text message as well as email.&nbsp;By selecting ‘Feedback Type’, you&nbsp;can choose to&nbsp;view&nbsp;either product or service reviews&nbsp;tokeep an eye on your response rates for each.&nbsp;If you need to improve your response rate, this report is&nbsp;where you can&nbsp;identify exactly which points in the journey need&nbsp;fine tuning.&nbsp;You can get&nbsp;all&nbsp;this information&nbsp;at a glance&nbsp;by looking at the ‘Email traffic’ graph at the bottom of&nbsp;the page.<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt200439e8580925eb/63ff278011ea62585ee77f84/Response_Performance.png" height="auto" width="473" max-width="473"/><h2>Download feedback</h2>This report allows you to download any data you want from your feedback so you can create your own custom reports&nbsp;displaying&nbsp;the exact information that you need. This is also&nbsp;useful&nbsp;for when you need to take your data offline. Select which data you want to include from the&nbsp;drop-down&nbsp;selector on the top right of the report.&nbsp;There are so many ways to use this feature. For example, you&nbsp;could&nbsp;pull all five-star reviews on a particular product&nbsp;to use in your&nbsp;marketing, or&nbsp;find contact details for all customers who left a one-star review&nbsp;for your&nbsp;Customer Service team.&nbsp;With the ability to download all&nbsp;your data, you can populate it into software such as&nbsp;Tableau and Power BI to create more visual and&nbsp;interactive reports.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blta5523a47c6c1d43b/63ff279223414c378cccae79/Download_Feedback.png" height="auto" width="478" max-width="478"/><h2>Product performance</h2>This report keeps track of your best and worst performing products, according to your feedback. See how your entire product range is performing at the top of the page, and then check the average rating her product on the table below.&nbsp;Useful&nbsp;for any members of the team dealing with the development of products, such as product managers, this report is&nbsp;great&nbsp;for identifying&nbsp;reoccurring issues.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/bltcb282d8cd14c98b5/63ff27ab23414c378cccae7d/Pending_Feedback_Requests.png" height="auto" width="478" max-width="478"/><h2>Some other handy reports</h2>If you want to dig a little deeper into your Feefo feedback, we have more reports to help.&nbsp;<h2>Feedback&nbsp;Summary</h2>From here, you can see how many reviews are being submitted, as well as the&nbsp;star ratings.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt4313f9c906c646ca/63ff27cbc764714ba6dcce00/Feedback_Summary.png" height="auto" width="474" max-width="474"/><h2>Feedback&nbsp;Volumes</h2>This report shows the amount of feedback you’ve received over time, so you can get visibility of any seasonal peaks and troughs.&nbsp;You can compare this&nbsp;with your sales data, so you can match any low&nbsp;volumes&nbsp;of feedback with a quieter sales period,&nbsp;and vice versa.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt47895376855395d4/63ff27dc5fbe3a2fed9667ed/Feedback_Volumes.png" height="auto" width="477" max-width="477"/><h2>Pending Feedback Requests</h2>Here you can keep an eye on all the&nbsp;scheduled SMS and email&nbsp;feedback requests and reminders.&nbsp;This should be the first report to check when you want to be sure that your system is performing as it should, and all emails are being&nbsp;sent out correctly.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt9f1aa79762a73240/63ff27edc764714ba6dcce04/Pending_Feedback_Requests.png" height="auto" width="479" max-width="479"/><h2>Response Time Trends&nbsp;</h2>Using past data, this report can give you an indication of the busiest and quietest times of day for your feedback.&nbsp;Using this information, you can make sure that your feedback requests are going out at the best times in the day&nbsp;to&nbsp;receive the&nbsp;most responses.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blta9dcbf16671259e4/63ff27ffb762602e66e201b8/Response_Time_Trends.png" height="auto" width="481" max-width="481"/><h2>Download Sales</h2>Get a snapshot of all your sales and use the time frame tool to capture the exact data you need. This report includes dates, product descriptions, customer contact details and any&nbsp;associated tags.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/bltcad5b12667a65489/63ff28137ca2ce21381c39d3/Download_Sales.png" height="auto" width="474" max-width="474"/><h2>Delve further into your insight</h2>To take reporting to the next level,&nbsp;Feefo’s&nbsp;Performance Profiling&nbsp;utilises&nbsp;AI technology to find out more about your customers through their feedback.&nbsp;Performance Profiling automatically analyses your reviews, identifies emotion, and gives&nbsp;youinsight into&nbsp;the key issues&nbsp;affecting your customers.&nbsp;<img src="https://eu-images.contentstack.com/v3/assets/bltc0d0a8caf49440b8/blt97f595dfb35e2629/63ff28405f6e72425d168392/Service_Performance_Profiling.png" height="auto" width="481" max-width="481"/><h2>Each Service or Product Performance report includes:</h2><h3>Sentiment Score&nbsp;</h3>Accurately measuring&nbsp;customer opinion by identifying positive and negative emotion contained within your reviews, this tool&nbsp;ranks&nbsp;your performance on a scale from -100 to +100.&nbsp;<h3>Performance Graph</h3>We group feedback topics into four quadrants: advertise, focus, monitor and potential, so you can spot issues and opportunities within your business and&nbsp;take action.&nbsp;<h3>Automatic sentiment trend analysis&nbsp;</h3>See how your Sentiment Score changes over time with the sentiment trend chart.&nbsp;<h3>Review snippets</h3>Discover common keywords and themes throughout your reviews to help improve product page performance and create more effective PPC ads.&nbsp;

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Your guide to Feefo reports

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In order for a brand to align with its customers’ values, it’s crucial that they first understand what their customers care about.&nbsp;&nbsp;&nbsp;But after the global upheaval caused by the COVID pandemic, it has become increasingly challenging to understand customer motivations. Consumers are basing their decisions on conscious and subconscious factors involving emotions, values and beliefs now more than ever.&nbsp;&nbsp;&nbsp;To understand this new landscape, Feefo carried out research, asking 2,000 UK consumers their views on the brands they buy from, what they consider before they purchase, how they behave when they don’t like something and what the pandemic has done to shape their shopping behaviour.&nbsp;<h4>How COVID has affected buyer behaviour&nbsp;</h4>The added complexity of COVID-19 prompted a significant shift online and ballooning in take-up of eCommerce.&nbsp;&nbsp;&nbsp;In the UK, the proportion of recent internet users aged 75 years and over nearly doubled from 29%&nbsp; in 2013 to 54% in 2020. This trend was exacerbated by the pandemic, as older generations, who were previously more likely to shy away from technology, were forced online to shop and stay in touch with friends and family.&nbsp;&nbsp;&nbsp;Our research shows that following this period of volatility, there are many opportunities to improve brand awareness, perception and loyalty for businesses sufficiently agile to refine their marketing strategies. Those that respond and act with the medium to long term in mind should see greater returns over the next few years than those that saw this period as nothing more than a dip, due to external circumstances.&nbsp;

<h4>Purpose-led brands are the future&nbsp;</h4>Purpose-led brands have the potential to create stronger customer relationships for the long-term, ultimately leading to more sales and a greater customer lifetime value. What’s more, it’s clear that consumers do forgive, so the stronger ties you have the more resilient your business will be if you ever let your customers down, for whatever reason.&nbsp;&nbsp;The Feefo Brand Perception Report 2021 clearly highlights the need, and opportunity, for brands to invest more in defining who they are, what they believe in and how they operate. Effectively communicating this demonstrates how, by giving business to the brand, the customers will be supporting a transparent, trustworthy and socially responsible business. In other words, it is imperative to invest in creating a brand with a purpose.&nbsp;&nbsp;Feefo offers a wide range of tools to help you improve every part of your customer experience. To find out more, get in touch with a member of our team, or see our products suite to see how you can transform your online business.&nbsp;

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Report: How the COVID pandemic has affected perceptions of the UK's top brands

UK consumers long since stopped relying exclusively on brands for information about what to buy. As our research shows, almost everyone turns to fellow customers to learn more about a product or service and help them decide whether to buy or walk away.In our latest Consumer Report, we polled 2,000 UK consumers for their views on reviews, how much they trust them and how they use them when shopping.&nbsp;<h2>What's inside?</h2><ul><li>How do people shop?</li><li>What do consumers think of feedback and how do they use it?</li><li>How influential are negative reviews?</li><li>I wish I'd read the reviews - how many customers regret not reading reviews before a purchase?</li></ul>To read the report, just pop in a few details below.

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Your guide to Feefo reports

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