What's in the feedback report?

Gathering feedback from customers is now an essential part of your business’s customer acquisition and retention strategy.

This growth in importance of online feedback has led to an explosion of platforms so the Handle feedback report has been created to centralise that information and get a director level view of your performance.
At a glance, you can see where you need to focus attention and what you need to do in order to better serve your customers inspire your prospects and manage your online reputation.

Have a specific question about the Handle feedback report? Use the links below to jump to a section.

Contents

  1. Your feedback score
  2. Key statistics
  3. Confidence rating
  4. Response rating

1. Your feedback score

Customer feedback has a significant impact on how other people perceive your business. One bad review can damage your online reputation and cause you to lose business while positive customer reviews can act as a dedicated and effective sales force.

Online feedback is used by customers, suppliers, lenders and employees to get a view of the popularity of your business and quality of the product or service your business offers. Lenders and trade creditors are beginning to look at businesses feedback profile when deciding whether to give your business credit because it is an early indicator of your business potential to be successful or not.

How is it calculated?

Four critical factors determine your Feedback Score; how many reviews you have, the average rating of those reviews, the confidence people can have in the reviews you receive and your responsiveness to customer reviews.

The data used to calculate this score is gathered from the feedback platforms you activate within your Handle profile including Trustpilot and Google Reviews.

What a high score means

The Handle feedback score is on a scale from 0 – 1000 and the higher the score the greater the positive connection between your business and your customers. What this ultimately means is that prospects are more likely to buy from you than a competitor and if their experience matches those of your previous reviewers you can be confident they might buy from you again.


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2. Key statistics

These are the key numbers across your different feedback platforms so you can see at a glance how you are performing.
This includes the number of reviews that have been left about your business on TrustPilot as well as the average ratings for TrustPilot and Google, a score out of 10 that helps you understand what the overall sentiment of your the reviews is.


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3. Confidence rating

The confidence rating tells you if your reviews are genuine and if they could be deemed to represent a true opinion of your business.
e.g. If your average review rating is 10 but your confidence score is low, your reviews are likely either being fabricated or your reviewers are not providing enough detail to justify the rating. Conversely, if your average rating is low but your confidence score is very high then you have a problem. The people that are giving you low feedback scores look like valid customers with real problems so you need to take steps to rectify those problems quickly.

How is it calculated?

Your confidence rating is based on several factors including the number of reviews submitted about your business, how recently they are being submitted and whether you receive duplicate reviews. The data used to calculate this score is gathered from feedback and social media platforms including Trustpilot and Google Reviews.

What a high score means

The confidence score is on a scale from 0 – 100 and the higher the score the more confident you can be that your reviews are coming from real people who have a genuine opinion about your business. Remember, if your average rating is low but the confidence is high you should take action immediately to resolve any customer issues. If your confidence score is low but your ratings are high you should also investigate why your reviews could be considered fake or non-relevant.


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4. Response rating

The customer feedback cycle doesn’t just end when you receive your reviews. You need to actively engage with your reviewers, answering questions, resolving issues or thanking advocates. Not only does this help solve customer service issues, it’s also a public way of demonstrating to future customers how they can expect to be treated and what sort of service they will receive.

Responding to customer reviews is a fundamental way of managing your digital reputation, building on the positive and managing the negative. Your response rating is a measure from 0 – 100 of how good you are at responding to your reviews.

How is it calculated?

Your Response rating is based on several factors including the number of reviews you respond to and how quickly. The data used to calculate this score is gathered from feedback social media platforms including Trustpilot and Google Reviews.

What a high score means

The higher the score the better you are at responding to and engaging with people that review your business. It is obviously more important to respond to negative reviews to ensure you are communicating with customers to resolve any poor experience. Not only does this help manage any negativity which could reflect badly on your business it also helps improve customer recovery and retention which is generally cheaper than acquiring a new customer.

Questions?

If you have any questions about any of the data in your Handle feedback report, please email hello@gethandle.com with some details and we’ll take a look for you.

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