Dashboard metrics explained
Your Dashboard turns every visit to your review pages into five numbers. This page is the reference for what each one counts, how it is calculated, and how they relate to each other.
Pick a period first
Every number on the page follows the period selector in the top right. You can choose 30 days, 3 months or 9 months, and the page reloads with the new range.
Each chart and tile also shows a change against the previous period of the same length, labeled vs previous period. A 30-day view compares against the 30 days before it.
The three charts
| Chart | What it counts |
|---|---|
| Scans | Every visit to one of your review pages in the period, whether the visitor rated you or not. A QR scan and an opened link count the same. |
| Average score | The average of the star ratings given in the period, on a scale of 1 to 5. Visits without a rating are ignored. |
| Referrals | Visits where the customer chose Continue on the thank-you page and was handed over to your external review page. |
Each chart shows a total for the period with a small trend line underneath, so you can see whether the days are steady or spiky.
The tiles
- Average rating shows the mean of all ratings in the period, out of 5.
- Total reviews counts the ratings you received in the period. It is lower than Scans, because not everyone who opens the page rates you.
- Review requests and Response rate are premium tiles. See Review insights and response rate.
Below the tiles you get the rating breakdown, explained in Read the rating distribution chart, and cards for the most recent ratings with a Show all link to the Reviews page.
How the numbers fit together
The three headline numbers are one funnel:
Scans every visit to a review page
-> Ratings the visitors who picked a star rating (Total reviews)
-> Referrals the above-threshold raters who then
selected continue on the thank-you page (sent to Google)
Two ratios come out of that funnel, and they tell you different things.
- Ratings divided by scans is how good your review page is at getting a response. If it is low, look at your placement and your page copy.
- Referrals divided by ratings is essentially your rating distribution meeting your star threshold.
What a healthy referral rate looks like
There is no universal benchmark, because your referral rate is set by two things you control and one you do not.
With the review filter on and a threshold of 4 stars, the share of ratings that are 4 or 5 stars is your ceiling: a referral needs an above-threshold rating and a continue click on the thank-you page, so the count sits at or below that share. If you collect 80 four and five star ratings out of 100, somewhat under 80 percent of ratings becoming referrals is normal, because some customers close the page instead of continuing. Compare your referral count against your own rating distribution rather than against an industry figure.
If referrals are far below what your distribution predicts, something is broken rather than merely underperforming. Start with Customers are not redirected.
A referral is recorded when a customer selects the continue button on the thank-you page. That page only appears when the review filter is on and the rating reached your threshold. With the review filter off, visitors are forwarded to your review page immediately, without rating and without that click, so Scans rises while Average score, Total reviews and Referrals all stay flat. A referral count of zero on a profile with the filter off is the expected reading, not a fault. See How the review filter works.
A referral means Trustaroo sent the visitor to your review site. It does not mean they wrote anything there. Your public review count on Google or Trustpilot will always be lower, and Trustaroo does not import it.
Scanning your own QR code to check that it works adds a scan, and a test rating adds to your average. Test in one short burst so you can recognize it in the numbers later.
Scope of the numbers
The dashboard covers your whole business profile, including every location. Trustaroo has no per-location dashboard, so to compare branches use the Filter by location control on the Reviews page.
- What exactly counts as a scan?
- One visit to one of your review pages. It does not matter whether the visitor arrived by scanning a QR code, tapping a link in an email or opening an Apple Wallet pass.
- Why is Total reviews lower than Scans?
- A scan is recorded the moment your review page opens. Visitors who look at the page and leave without choosing a rating are counted as scans but not as reviews.
- Do my dashboard numbers include reviews published on Google?
- No. Trustaroo counts the ratings given on your own review page. It does not read or import star ratings and review text from Google, Trustpilot or Facebook.
- Can I export the dashboard data?
- There is no export in Trustaroo. You can read the totals on the dashboard and the individual rows on the Reviews page.