In this article
1: About Rio Local Reviews
The Rio Local Review Management tool allows you to manage reviews across Google, Facebook, and Yelp.
2: Listen/Feedback
Upon clicking the Listen > Feedback subtabs, you will be directed to a page that contains reviews collected over the last 30 days. You can adjust the collection period as well as filter by date, entity type, source, and rating.
3: Viewing a Filter
Click the Filter button to view the filtering parameters screen.
Choose the date range, status, source, entity, rating, or owners you’d like to filter by.
Click the Filter button to update your selection.
4: Action/Closing the Loop
The “Closing the loop” tab allows you to view the distribution of people (task owners) that are responding to reviews, as well as the status (open, in-progress, closed, etc..) of each review.
This section is helpful in allowing you to analyze your business’s overall review response strategy and the current progress of your team’s responses.
Note: If the first screen that loads says “No Results Found”, your filters need to be adjusted. Most likely, you are not the assigned “owner” of any reviews.
4.1: Displaying Current Month’s Open Reviews
Click the Filter button.
Click the Task Owner button.
Select the “All Tasks” bubble
Click the Apply Filter button.
5: Analyze/Feedback Analytics
The Social Reputation Scorecard page is the default homepage for the Rio Local Reviews Manager. View a snapshot of your organization’s average star rating, top sources for feedback, and sources breakdown.
This page allows you to access social media site feedback for specific dates, entities, and sources. Adjust the date filter to broaden or narrow review results.
The option for exporting the social reputation scorecard in an Excel format is also provided.
5.1: Filtering Social Reputation Scorecard
Click the Filter button to view the drop-down menu.
Choose the date range, entity, or source you wish to filter by.
Click the Filter button to update your selection.
6: Benchmark/Organization Benchmark
The Benchmark subtab allows you to visualize metrics across organizational levels. The data is based on average ratings accumulated within the period specified at the top.
Filter by date, entity, or source to narrow your scope. Additionally, select the organizational level from the drop-down menu on the left to change how you view your data.
7: Reports/Feedback Reports
Multiple reports can be configured on this tab for further data analysis across teams. Reports can also be scheduled to be sent to a user’s email on a daily, weekly, monthly, quarterly, or yearly basis. The scheduling screen lets you configure the reporting period for the data you’d like to see, the recipients of the data, the subject of the email, and any additional notes.
The below table demonstrates the capabilities and differences between each type of report.
Report | Format |
Social Reputation Scorecard Measure and analyze your organization’s reputation across all relevant social channels. - Distribution of Star Ratings - Overall Ratings - Average Ratings | Excel & PDF |
Hierarchy Report This report provides an excel export of the hierarchy configuration selected. - List of Brands and Locations | Excel |
Feedback Summary Report PDF Report that includes feedback records for selected sources and star ratings along with the engagement details. - Star Ratings - Date, Owner, and Review Status - Feedback (Review) Content | |
Engagement Performance Leaderboard Measure your engagement performance across all relevant social channels. Rank your entities and task owners to drive accountability and improve engagement performance. - Average Response Rate - Average Engagement Rate - Total Tasks - Average Time to Close - Social Ranking by Engagement Rate - Location Ranking by Engagement Rate - Task Owner Ranking by Engagement Rate | Excel & PDF |
Internal Social Rating Leaderboard Rank entities in your organization by source rating to identify top performers as well as opportunities for improvement. - Distribution of Star Ratings - Total Feedback - Average Rating | Excel & PDF |
Google Question and Answer Report “Google Question and Answer” – Breakdown of the number of Google Questions and Answers per entity. Must manually select each entity, so this report is best for only a select number of entities. - Total Number of Google Questions - Number of Questions without an Owner Answer - Number of Questions without any Answer | Excel |
Feedback Details Report Excel report includes sample feedback records for the selected sources and star ratings along with address and engagement details (up to 7,000 records). - Review Date and Source per Entity - NAP Data - Reviewer Name and Feedback - URL to Review - Engagement Response | Excel |
Closing the Loop Report This report provides an excel export of Closing the Loop details. - Status, Owner, Entity - Star Ratings - Reviewer Name and Feedback | Excel |