Read review-campaign analytics
How do I read review-campaign delivery and funnel results?
Start at the client level: Reviews → Invite with All locations selected opens the Invite Overview. It shows how many locations are active, how many people were contacted, how invites convert from sent to responded, how email compares with SMS, how healthy delivery is, and which locations need attention. Its table lists each location with Acquisitions, Contacted, Click rate, Response rate and Avg ★, ordered by Contacted.
Then open one location, select a campaign row and read its Analytics banner: Emails sent, Emails clicked, SMS sent, Conversion rate and Total responses. The Campaign tab shows what the campaign was set to do.
Key facts
| Where it lives | Reviews → Invite. Invite Overview at client level, then a location's Acquisitions list, then a campaign's Analytics |
| What you need first | A campaign that has been launched and sent, and a plan that includes review campaigns |
| What it changes | Nothing. Every control here changes the view only |
| Acquisitions means | The number of launched email or SMS campaigns, not reviews collected |
| Clicks are only counted when | The recipient reaches Synup's own review page (see below) |
Why this matters
A review campaign has three places it can fail and they look identical from the outside: the message never arrived, it arrived and nobody opened it, or it was opened and nobody left a review. The funnel separates those, and each one has a different fix. The catch is that one of those measurements, the click, only exists for some campaigns, and a zero can mean "not tracked" as easily as "nobody clicked".
Steps
Open Reviews → Invite and make sure the scope is All locations for a client. Set the window with the date control, which opens on Last 90 days (other choices are Last 30 days, Last year and All time).
Read the four headline figures: Active locations, Acquisitions, Recipients contacted and Responses with the average rating.
Read the Acquisition funnel (Sent, Delivered, Clicked, Responded), Channel effectiveness (email against SMS) and Deliverability & opt-outs (bounce and unsubscribe rate, and which locations bounce most).
Read Locations needing attention, then the table. A dormant chip means a location has no active campaign or nothing recent has been sent. A high bounce chip means a bounce rate of roughly 5% or more.
Select a location to open its Acquisitions, Responses and Recipients tabs. Recipients is where you find out whether the list was the problem.
In the Acquisitions list, narrow it with the date control, Other Filters (status), Sort by, or Search by campaign name….
Read the campaign columns: Campaign, Type, Location, Status, Emails, SMS, Replies, Click rate, Follow-ups and Auto-send.
Select a campaign row to open its results. On the Analytics tab, read Emails sent, Emails clicked, SMS sent, Conversion rate and Total responses.
Open the Campaign tab to see what it was set to do. It lists Section against Configuration: Goal & Actions (for example Public reviews, everyone asked or Public reviews, screened below 4★), Publishers, Location and Schedule / Trigger.
Return with Back to campaigns. To export response rows, use the location's Responses tab, then Settings → Download Report. Campaign Analytics itself has no download control.
What each number means
- Acquisitions counts launched email or SMS campaigns at the location. It does not count reviews, and the date control does not change it. Do not read it as "reviews collected".
- Contacted counts the people sent an invitation within the window.
- Emails and SMS count people reached on each channel, once each. Follow-up reminders are counted separately in Follow-ups, so a campaign with reminders does not inflate the send columns.
- Conversion rate on the Analytics tab is clicks divided by messages sent (emails plus SMS). It is a click rate. It shows a dash when nothing has been sent.
- Total responses counts people who left a rating or feedback, or whose status is responded.
- Last 30 Days, All sources and Daily on the Analytics tab are fixed controls. They do not change the banner, so do not use them to claim a particular reporting window.
The click limit you need to know about
A click is recorded only when the recipient reaches Synup's own review page. A campaign has that page when screening is on or when it collects feedback internally. A plain Publish to directory campaign with screening off links straight to Google or Facebook from the email or text, so Synup never sees the click. For those campaigns Click rate, Emails clicked and Conversion rate read 0% or blank however well the message did, and they cannot tell you whether the message was good.
For those campaigns, judge results by the new reviews that appear in Reviews, and by Delivered and bounces in the Invite Overview, not by clicks.
What you'll see when it's done
- Locations ranked by how many people were contacted, with flags for dormant locations and high bounce
- Per-campaign send, click, response and follow-up figures
- One campaign's result banner and the configuration it ran with
Watch out for
Questions people ask
Why is my click rate 0%?
Either nobody clicked, or the campaign has no Synup page to click through to (see the click limit above). A campaign with screening off that publishes straight to a directory cannot report clicks.
Which number should I report to a client?
Responses and the average rating from the location's Responses tab, together with the new reviews that actually appeared in Reviews. Contacted measures effort, and Acquisitions counts campaigns.
Why do the Invite Overview and the campaign page show different periods?
The Invite Overview has a date control that opens on Last 90 days. The campaign page's Last 30 Days selector does not change its figures, so the two are not the same report window.
Is a low response rate a sign the campaign was badly written?
Not usually. Check Delivered and bounces first, then the Campaign tab for the sender and the goal. A campaign sent from a domain that has not passed authentication can perform badly with perfect copy. See configuring a custom sending domain.
Next
To change how a campaign asks, see launching a review-request campaign. For private feedback and screening, see collect private feedback. For a code customers can scan in person, see sharing review links and QR codes. For the reviews themselves rather than the asking, open review analytics.