Reputation allows you to monitor and analyse your Google Review feeds alongside your feedback surveys within SmartSurvey.
Simply connect your SmartSurvey account to your Google Reviews account to sync your reviews. You can add up to 3 review sources during the Beta release period.
Adding a Review Source
Click "Add Source" from the left hand menu and you'll see an option for Google Review and Trustpilot (coming soon!).
By clicking on Google this will take you straight through to authenticate your account. This will happen automatically if you're already logged into Google within your browser, if not, you'll need to login to progress.
You'll then have the option to choose which review feed you'd like to add to SmartSurvey (to add multiple review feeds repeat these steps).
Categorising Reviews
The Reputation feature includes similar functionality to our Text Analysis. You can view all reviews within your source categorise the reviews in 3 ways.
Manual Categorisation
Manually categorise your reviews by clicking "Categorise As". This provides a great way to engage and understand your reviews one by one. As you add categories to reviews, the
Automatic Categorisation
Set up the categories you're expecting to see in your reviews (use our AI tool to suggest categories based on your company or industry) and enable AutoCategorise to automatically review and categorise your reviews for you. Once enabled, new reviews that are synced with SmartSurvey will be analysed and categorise automatically - so everytime you visit your Reputation page, you'll see an up to date overview of your reviews.
Sentiment Analysis
You can also enable Sentiment Analysis which will process your reviews to identify whether they have an overall positive, neutral, negative or mixed sentiment. Once enabled, Sentiment will be identified as new reviews are synced with SmartSurvey.
Identifying Insights
With a combination of filtering options, you can quickly drill down into the positive or negative drivers behind low or high review ratings and categories.
By filtering Negative or Positive reviews from the top menu, you'll quickly see an overview of the categories that are driving those reviews - helping you identify where you need to focus on improvements within your business.
Replying to Reviews
You can quickly close the loop with your customers by replying to their Google Review from within the Reputation dashboard. Simply click on the arrow to the right of the review and you'll open the sidebar. From here, you can send a reply which will update directly on your Google Review feed.
