Reviews Dashboard

IN THIS ARTICLE

Ratings&Reviews dashboard provides an overview of App’s ratings & reviews dynamics as well as gives you insights on how efficient your Customer Support strategy is. 

On this page, you can track key metrics and learn what can be improved in processing the customers feedback:
- how successful was the release,
- how many reviews were received and replied,
- how it affected the ratings of the app,
- the reviews that need the most attention, and more.

The Ratings&Reviews Dashboard has four main sections: Graphs and Average Ratings, KPI Section, Release Insights, Requires your attention.

On the top of the page it is possible to select an app and set the time frame and countries you need to get the data for.

Charts and Average Ratings

The first section helps to track the dynamics of the most significant metrics and evaluate how the app performs overall.

Charts visualize the following metrics:

Metric Description
Reviews Received  The number of reviews published by users during the selected period.
Reviews Replied The number of reviews published by users during the selected period with replies.
Users Rated The total number of star rates left by users during the selected period (includes both rates with and without the text review).
Avg. Reviews The average rating of the reviews published by users during the selected period.
Avg. Total Rating The average rating of the app. This is the rate that is available on the public app page in the store.
Avg. New Rating The average rating by rates left during the selected period. 


There are three views available that give an overview on reviews received and dynamics of ratings change: Replies Effect on Rating, Reviews Dynamics, Rating Dynamics.It is possible to check the data to be presented by day, by week or by month. 

The  Replies effect on Rating helps visualize how many reviews were answered compared to the total number of reviews received and what effect the replies had on total rating.

E.g. in three months, the total number of reviews has slightly decreased while the number of replies published by the team increased almost by a third. As a result the total average rating of the app became better. 

The  Reviews Dynamics shows reviews answered, total reviews received and how the reviews rating was effected as a result of working with reviews.

E.g. in January, the team covered less than a half of the reviews received, while the average rate of the reviews was less than 3 stars. By March, the team increased the volume of replied reviews and the average reviews rate improved.  

The Rating Dynamics view shows how ratings were changed during the period of time.

E.g. users leave the high new rates for the app, as a result the total rating increases.

Avg. Rating & Reviews

On the right, there is the  Avg. Rating & Reviews section. 

There you can check: 

Metric Description
Avg. New Rating  The average rating by rates left during the selected period. 
The dynamics compared to the previous similar period is provided. 
By hover on the bar, there is a breakdown by each star rate received.
*This value is calculated as the averaged rate received during the period, this is different from the Avg. Total Rating that is available on the public app page in the store.
Avg. Reviews

The average rating of the reviews published by users during the selected period.
The dynamics compared to the previous similar period is provided. 
By hover on the bar, there is a breakdown by each star rate received.

KPI Section

The KPI Section contains three tabs with different sets of KPIs - App Stats, Agent Stats and Replies Stats. 

App Stats

The App Stats view provides general information on the number of reviews received, replies sent and also positive and negative ratings. Mostly this section is what product marketing managers would need to have handy.


Metric Description
New Positive Ratings The number of star rates with 4 and 5 stars received during the selected period.
New Negative Ratings  The number of rates with 1 and 2 stars received during the selected period.
Reviews Received  The number of reviews published by users during the selected period.
Reviews Replied The number of reviews published by users during the selected period with replies.
Sentiment Score  The semantic analysis metric.It shows the relation of the reviews with positive emotional tone to the total number of positive and negative reviews.The score of 100% means there are only positive reviews received and 0% means there were none positive reviews left. 

*Sentiment score is available for the apps marked as Favorite (marked with a star in your AppFollow account).

Agent Stats

The view for teams who have several managers working with reviews and need to track the performance of the support team. 


Metric Description
Reviews Inbox without answer  Total amount of reviews received during the selected period that have not been replied.
Top Agent The name and surname of the agent with the most answers for the selected period.
Average Response Time The average reply time to a review published by Users within the selected period.
Reviews Tagged The percent of reviews with tags from the total number of reviews published by Users within the selected period.
Popular Tags The 3 most used tags and how often these tags were used for the reviews published by Users within the selected period.

Reply Stats

This view is helpful with estimating the results of working with reviews.


Metric Description
Reviews replied The percent of replied reviews from the total amount of reviews received during the period.
Featured Reviews replied The percent of featured reviews that have replies.
Updated Reviews replied The percent of reviews that have been replied more than once from the total amount of reviews with updates that were published by Users within the selected period.
Avg. Rating change with reply The average rating change of the reviews published by Users within the selected period that have been replied.
Avg. Rating change without reply The average rating change of the reviews published by Users within the selected period that were left unanswered.

Release Insights

Note: date range filter is not applicable for the Release Insights section.

Support teams are the first who will face the users feedback once the new app version is released. This is critically important to see the impact of the recent release or get an idea how the previous releases affected the app rank in the store.By selecting a version (the default view provides the data for the current version of the app), you get the information on:


Metric Description
Release score  The relative indicator that estimates how well the app release performed. The score is a letter grade and varies from E- (very bad performance) to A+ (excellent). The calculation of the score is based on the values of such parameters as app average rating, average rating of app reviews and the percentage of the reviews with good and bad rates compared to the benchmark value.

/The benchmark is the average by the top apps in the category and country and type of the app specific to the selected store.

Avg. New Rating The average ratings by the selected app version. The total number of rates and the dynamics compared to the previous version is provided.
Avg. Reviews The average rating of the reviews published by users for the selected version. The total number of reviews and the dynamic of the average reviews rate is provided.

Top-3 Topics Shows the 3 most frequent semantics tags with the number of reviews showing on hover on the bar.

Requires your attention

Here you can overview the urgent cases and proceed to action quickly, replying to the reviews that need attention.

The algorithm analyzes such factors as featured reviews, reviews updates, changes of the star rating of the review, the length of the review and other. 

Here is the algorithm for the reviews to be shown in this section:

Unanswered review that is Filter Date
Feature ≤ 3 stars  Regardless of the selected period
Any of the following conditions
    - Out of the date ≤ 3 stars 
    - Unanswered, word count ≥45 words ≤ 3 stars
    - Unanswered, updated worse
Sorted from latest to newest within selected period on the Dashboard page
All other unanswered  ≤ 3 stars  Sorted from latest to newest within selected period on the Dashboard page

Note: for the featured reviews the date range filter is not applicable as these are the reviews users will see on the app page in the first place.

Key benefits

  • Track dynamics of ratings and reviews, and how replies affect the app rating by countries;
  • Evaluate the performance of the team by different sets of KPIs combined on the single dashboard;
  • Measure the success of the product release;
  • Highlight areas in Customer Support strategy that could be improved and take immediate actions by replying to the reviews that need the most attention; 
  • Monitor Rating & Support strategy of your competitors;
  • Export the reports (coming soon).
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