Read Review Analytics
What should I actually look at in Review Analytics?
Open Reviews → Review Analytics for a location. The four tiles across the top tell you what is happening, and vs account average further down tells you whether that is good or bad compared with the rest of your reviews. Between them they answer does this location need me today?
Everything else on the page exists to explain a number once you already know which one is wrong.
Key facts
| Where it lives | Reviews → [location] → Review Analytics. With a client chosen and All locations selected, the same tab covers the whole brand |
| Headline tiles | Total reviews, Avg rating, Response rate, New · 30d (the number of days follows the window you pick) |
| What the 7d / 30d / 90d control changes | The change arrow on each tile and the New tile. The headline values themselves are across all time |
| Response rate | Replies that are posted, divided by all reviews. A draft, a Pending reply or a failed reply counts as unanswered |
| What it counts | Reviews from the sources you collect that have not been hidden or removed, and no internal feedback |
| Export | None on this tab |
Start with the headline numbers
Total reviews and Avg rating describe what customers did. Response rate and New describe what you did and how recently customers have been reviewing. In practice response rate is the one worth acting on, because it is the only one of the four you control directly.
The Sydekick's read panel underneath summarises what customers are saying without you asking anything, such as praise for staff and recurring complaints about waiting. It appears only when a summary exists for the location, and at the all-locations scope it is written the first time you open the page, so it can take a moment. It is the quickest way to learn the shape of the feedback before you look at a single chart.
Compare yourself with the account
A number on its own rarely tells you whether to act. vs account average does.
The location above rates 3.9 against an account average of 4.1, so it is slightly behind on stars, and it replies to 44% of its reviews against 39%, so it is ahead on replying. The account average is every review your agency holds, so it can lag by a few minutes after a change.
Only one of those usually needs attention first. A location that never replies looks unattended to anyone reading its reviews, however good the stars are, and its Review Health carries the same penalty. If you check one thing on this page, check that comparison.
The Responses card beside it gives the same response rate as a bar ("44% replied (22/50)") and, when there are any, a red unreplied negative → respond button that takes you to those reviews.
What response rate counts
Response rate is posted replies divided by all reviews. A reply that is a draft, waiting for Google to check it, waiting for your client to approve it, or failed does not count yet, so a location can look worse here than it feels to the team. See where does my reply actually go for what each of those states means and find the reviews that need attention to list them.
Rating, volume and response mean different things together
Those three numbers answer different questions, and reading them separately is how locations get misjudged.
- A high rating on very few reviews is fragile and not yet persuasive. One complaint moves it a long way.
- A middling rating on a lot of reviews is stable and usually more credible to a customer than a perfect score on three.
- A low response rate is the one that says nobody is home, regardless of the other two.
Where the patterns are
Once you know which number is wrong, these explain it.
- Rating distribution: whether a 4.2 is lots of fours, or fives dragged down by a handful of ones. Those need completely different responses. The percentages are rounded and may not total 100%.
- Reviews by platform and Avg rating by platform: where reviews come from, and whether one source is noticeably harsher than the others.
- Reviews over time and Sentiment over time: whether a change is a trend or a single bad week.
- What customers talk about: the recurring themes, sized by how often they appear, with Topic Trends for how they move.
- When reviews arrive: mostly useful for deciding who watches the inbox and when.
Recent unreplied negatives only appears when there are some. Empty space there is good news, not a panel that failed to load. When a period has no reviews, a chart says so instead of drawing nothing, and shows the date of the most recent review.
Which time control changes what
There are two, and they do not affect the same things.
The 7d / 30d / 90d control at the top right sets the comparison: it changes the arrows on the tiles and what New counts. Switch to 7d and New · 7d shrinks and the arrows change, while Total reviews, Avg rating and Response rate keep the same all-time values. A dash instead of an arrow means there was nothing to compare against, not that nothing changed.
Reviews over time has its own 3mo / 6mo / 12mo range. Changing it moves that chart only.
All locations
With a client chosen and All locations selected, the tab covers the whole brand (optionally one tag). A Day / Week / Month control beside the comparison control sets how the trend charts group their data.
What this page counts
The analytics count reviews from the sources the location collects, excluding reviews removed at their source, internal feedback collected by your own review requests, and sources you hid in the Sources panel. If a number looks low, check that the right sources are connected and not hidden, and when the location was last checked: manage review sources. Reviews are only as current as the last fetch.
On some workspaces a Source benchmark card also compares each review source on volume, rating and recent momentum. It is switched on per workspace and is not shown everywhere.
What you can take out of Synup
Review Analytics has no export. Review data exports as CSV from the all-locations Reviews Overview, not from this tab, and there is no PDF export of the analytics page, so a client-ready document means taking the figures into your own template. See exporting review data.
What you'll see when it's done
- Four tiles that tell you whether this location needs attention
- A comparison with the account average for rating and response rate
- A short list of the unanswered negative reviews to start with
Watch out for
- A low response rate may be partly drafts. Replies that are not posted yet do not count.
- Hidden sources are left out. Hiding a source removes its reviews from these charts, so numbers here can differ from other review totals.
- Charts are only as fresh as the last fetch. A new review may not be in them yet.