Review insights and response rate
Review insights answer one question: of everybody you emailed, how many actually rated you? The two premium tiles on your dashboard turn your email automation into a funnel you can read in a few seconds.
The Review requests and Response rate tiles are part of Trustaroo Premium. On the free plan they appear locked, with an upgrade button in their place.
The two tiles
Review requests counts the contacts who received an automation email during the selected period. One contact who receives three emails in a sequence is counted once per period in which an email went out to them.
Response rate breaks the outcome into two percentages:
- Started is the share of those contacts who opened your review page.
- Completed is the share who went on to choose a star rating.
Both percentages are measured against the same Review requests number, so Completed is always the smaller of the two. Each tile also shows a change against the previous period, labeled vs previous period.
The funnel
Review requests emails sent by your automation
-> Started recipients who opened your review page
-> Completed recipients who left a star rating
Read the two gaps separately, because they have different causes.
- A weak Started percentage is an email problem: subject line, timing, sender name or the list itself. See Email timing best practices and Industry email templates.
- A healthy Started with a weak Completed is a review page problem. People arrived and then hesitated, so look at your page copy and logo in Writing review page copy.
Where the numbers come from
The tiles only cover contacts that went through email automation. Somebody who scans a QR code on your counter is a scan and a rating on your dashboard, but never a review request, because you did not ask them by email.
That means review insights and the Scans chart measure two different channels. Both matter, and they rarely move together.
If automation is switched off, or no email went out during the period, review requests is zero and both percentages read zero. Turn it on in Enable automation.
Improving each step
- More requests. Feed more contacts into the queue, either through your integration or by importing them. See Connect Zapier and Contacts queue.
- More started. Send closer to the moment of service and rewrite the first email. A second step a few days later catches the people who were busy the first time. See Build your email sequence.
- More completed. Keep your review page short and make the first tap obvious. Nothing should stand between the email and the stars.
Response rates bounce around when only a handful of emails went out. Compare periods of the same length, and give a change at least a few weeks before you judge it.
What it does not tell you
The tiles measure ratings given on your own review page. They do not tell you how many recipients published a review on Google or Trustpilot, because Trustaroo does not read public review platforms. To see how many people were sent onward, use the Referrals chart in Dashboard metrics explained.