Every company should care about customer reviews, regardless of seniority and company size. However, just creating profiles on review sites is definitely not enough. Your customers are as busy as you are, so the chance that they will provide feedback on their own is not very high. Unless they are really satisfied or really disappointed. That’s why it is up to you to take the initiative and simply ask for feedback. Once you receive it, don’t forget to respond.
The next step in reputation management is a reviews audit. You may have heard the phrase internal audit, external audit, financial audit or SEO audit… But what about reviews audit? That’s why I’m already rushing to explain what’s behind the term.
Reviews audit involve analyzing the company’s current situation in terms of customer feedback. Let me explain what exactly it consists of. Auditing reviews requires a comprehensive analysis of the ratings and comments posted by your clients on various review sites. Of course, you can perform an audit of just one site, or even a single Google business card. If you are the owner of a chain of stationary stores, for example, you can perform an aggregate audit of all the profiles of your stores, as well as for each one separately, so that you can gain a holistic image.
Analyzing reviews and comments should be a key part of feedback management for any company. Acquiring reviews is very important, but it’s not a race to see which company gets more reviews. Getting reviews should lead to analyzing them, drawing conclusions, and then implementing changes in the company that will increase customer satisfaction and thus increase sales.
A survey of the company’s reviews allows not only to know the customers’ opinion, but also their needs. By analyzing reviews, the company has some control over them. Therefore, the purpose of an audit is to take a holistic approach to the subject of feedback. It’s definitely worth developing procedures and conducting an audit regularly, depending on the company’s needs. Remember that monitoring reviews reduces the risk of an image crisis, which is not difficult in the Internet age.
Doing an audit yourself especially for multiple profiles is very difficult to do. That’s why you should use a dedicated tool – ReviewsAudit, which uses artificial intelligence to provide you with a report of your situation.
Conducting an audit in ReviewsAudit is very simple, just enter your company name and location, then from the list of found profiles select the ones you want to analyze. Wait a while for the system to generate a report.
In the created audit, you’ll find a number of charts with tips. You’ll find the overall score first, but it’s worth taking a closer look at the details to draw as many conclusions as possible. The system takes into account the number of reviews and the average rating, the level to which profiles are filled with their visibility and the number of new reviews in the last quarter. In addition, the audit includes an assessment of customers’ trust in the company, as well as a section on the company’s responses (what percentage of reviews received a response and after how many days). The sentiment of comments and their length is also analyzed. All these elements make up the overall score.
When analyzing the charts, pay attention to the descriptions, which will give you a hint of the solution.
Finally, here some important statistics on reviews:
Go to ReviewsAudit and conduct reviews audit of your company.