While running a business with multiple locations can be challenging, everyone knows that understanding what your customers think doesn’t have to be.
When you access your customer review reports, you’ll gain valuable insights into your clients’ experiences, which will help you improve your service.
To help you with that, I’ll show you how to collect and analyze your online Google reviews via review management software that generates detailed review reports.
That way, you’ll get the most out of every piece of feedback, start making smart decisions, and enhance your products and services in no time at all.
Ready to learn how? Let’s dive in!
What are online reviews reports & summaries?
Customer review reports are comprehensive documents that compile feedback from clients across review sites, such as Google, Yelp, and social media channels.
These reports provide an overview of customer sentiments, highlight trends, and pinpoint areas for improvement, all of which are crucial for product development.
So by consolidating your online reviews, you gain valuable insights into customer experiences and preferences, which helps you offer a better product down the line.
Why do you need customer review reports for multi-location businesses?
In short, getting the latest Google customer review report is crucial to understanding your customer base since they are telling you what you need to fix. But there are other reasons why I think multi-location businesses need to obtain their review report:
- Centralized insights – you gather all your reviews in one place for a comprehensive view of customer feedback from all your online platforms;
- Identify trends – you get the opportunity to spot common issues or praises across different locations to make informed improvements;
- Improve customer satisfaction – once you understand what your customers love or dislike, you can start enhancing their overall experience;
- Benchmark performance – then, you can compare the performance of different locations to identify best practices and areas needing attention;
- Boost online reputation – after all, you should act on feedback quickly to improve ratings and maintain a positive reviews balance across all locations;
- Enhance marketing strategies – finally, you can use this feedback to tailor marketing campaigns that resonate with your target audience.
As you can see, you should be looking to get these reports on a regular basis to stay connected with your customers’ needs and continuously improve your company. Similarly, if you run a GBP agency, these reports will help you save tons of time and focus more on engaging with your clients rather than making reports manually.
One of our users downloads their review reports from around 200 Google business locations to check their average review rating, how many reviews they got, and what their clients have to say to get insights on how to improve their offering.
Didi, Customer Success Manager, EmbedSocial
How to generate review reports for multi-location businesses?
Here’s a straightforward method to generate review reports you need or want for your multi-location business using EmbedSocial:
Step 1: Sign up for a review management platform
To quickly and easily get your Google review report, you must first sign up for a free, paid, or trial account with a complete review aggregator platform, such as EmbedSocial:
Step 2: Connect your Google account
After logging in, you will have to connect your Google account and choose the Google location(s) for review management. You do that by tapping ‘Connect with Google’ under the ‘Sources’ tab:m
Note: You can also connect, pull, and embed Trustpilot reviews, and we’ll be adding more sources in the future.
Step 3: Choose Google location(s) for review management
After following a few steps for logging in, you’ll be prompted to add Google sources connected to your account. Just tap ‘Add source’, choose the right location, and click ‘Create widget’:
Step 4: Download your online review report
If you successfully connected a valid Google location, head over to the ‘Reports’ section from the left-hand ribbon menu.
There, you can download both your online review report and review metrics:
If you tap ‘Export reviews’, you’ll get all your online reviews along with who sent them and the rating they gave you:
On the other hand, if you tap ‘Reviews metrics’, you’ll see the number of reviews you’ve received based on their star rating and their overall sentiment, average rating, and number of replies:
How to analyze your customer review reports and get insights?
Once you download all the positive and negative reviews from consumers via EmbedSocial’s ‘Reports’ feature, you should start analyzing them to get deep insights into your business’s performance and customer satisfaction. Here are the general steps involved:
- Categorize your feedback: You should divide your feedback into several categories, such as product quality, customer service, and overall experience. Once you do that, you should look for recurring themes or issues within each category.
- Identify patterns and trends: Analyze the frequency of specific comments or complaints and look for trends, such as seasonal changes in satisfaction or recurring issues, which you can quickly find in EmbedSocial’s detailed reviews spreadsheet file.
- Perform sentiment analysis: You can use sentiment analysis tools to determine the overall tone of the feedback, such as whether customers are generally satisfied, neutral, or dissatisfied. We have a fantastic tool for that purpose: AI Reviews Summarizer.
- Highlight actionable insights: First, focus on feedback that provides clear suggestions or points to specific issues. Then, plan and prioritize actions based on the frequency and impact of said feedback.
- Benchmark against competitors: A very smart activity is comparing your reviews with your competitors to understand your strengths and weaknesses. That way, you’ll find the areas where your business can excel over your competition.
- Track key performance indicators (KPIs): You should also monitor metrics such as average rating, number of reviews, and sentiment scores, most of which are available in the summary report you can obtain via EmbedSocial’s ‘Reports’ feature.
- Engage with your customers: An extremely important step is to respond to reviews, both positive and negative, to show that you value customer feedback, as that helps you build stronger relationships and address any concerns directly.
- Implement changes based on insights: The last step that will directly affect your net income is to use the insights gained from your analysis to improve your product, train your employees, and make all the necessary operational changes.
For this strategy to have any meaningful impact on your business, you must regularly review and adjust your approach based on ongoing feedback. By doing so, you can transform customer reviews into actionable insights that drive continuous improvement.
Use AI for extra insights from your reviews
When using EmbedSocial to analyze your customer reviews, you get features other than generating review lists and summaries. For example, we’ve enhanced our product with several AI-powered tools that will help you get the most out of your customer reviews.
AI reviews email digest
One such feature is the weekly email digest that generates an overview of all the insights gathered from your customer reviews.
The AI system creates the email automatically and includes the positive and negative highlights from the preceding week.
You also get actionable steps and suggestions on what to do to improve the experience customers have with you.
There’s no better way to save tons of time creating a brief for your managers than by simply forwarding this email:
To use this feature, head over to the ‘Weekly digest email’ tab found under ‘Reports’, toggle it on, and then add the email recipients of your weekly blast:
AI reviews summary
Another feature is the AI Reviews Summarizer, which has been designed to provide your visitors with an at-a-glance overview of all the feedback you’ve received online.
This feature creates brief and pertinent summaries of customer reviews automatically, giving you and your website visitors a fast and thorough grasp of all your reviews:
You can even see it in action in the demo below. Just scroll through the reviews after reading the summary to see how it captures your customers’ feedback:
AI-powered review responder
Lastly, you also get an AI-powered review responder that will craft the perfect replies (more than one) for the reviews you receive.
Simply tap one of the alternatives and send out the reply in an instant:
Key takeaways
Ultimately, regularly generating review reports from all the negative and positive reviews you get gives you a comprehensive view of customer feedback.
That way, you won’t miss out on valuable insight, since by analyzing these reports, you can spot common themes and trends and address recurring issues.
Additionally, comparing different locations helps identify best practices and areas needing improvement, ensuring consistent quality across all locations.
Only by leveraging this feedback can you improve your ratings, boost your reputation, and get more business from users who consider doing business with you.
Thankfully, there are tools to help you do that, such as EmbedSocial’s ‘Reports’ feature and the AI-powered review management tools.
FAQs
What is a review report?
Review reports are typically comprehensive documents that compile customer feedback from various online platforms with the purpose of providing insights into overall customer satisfaction and highlighting areas for improvement for businesses.
How do I see all my Google reviews?
To see all your Google reviews, log into the platform where you are collecting reviews (Google Business Profile, Facebook, Tripadvisor, etc.) and navigate to the corresponding “Reviews” section, where you can view, respond to, and manage all your customer feedback.
That said, you can always streamline the process by using the best review management software for you to collect, manage, and display all your online reviews.
How to write a customer feedback report?
You can write a customer feedback report by collecting and analyzing feedback from various review sites, summarizing key insights, identifying trends and common issues, and providing actionable recommendations to improve customer experience and satisfaction.
