Identify how successful your request efforts are in terms of review conversion and other factors.
The Request Metrics page allows you to view aggregated metrics about the performance of review requests, such as which template is most successful. Download report data to CSV for further analysis.
In addition to the top line filters, the following options are available to filter and group the data in the report:
|Date Range||The time period for the report data: All, 7 days, 30 days, 90 days, 180 days, one year, or custom.|
|Mode||The request mode: SMS, Email, and/or Kiosk.|
|Group by||The groupings to include in the report: Custom filter(s), Location, Template Name, Mode, Requester, Time. Each filter chosen appears as its own column in the report.|
If you apply the filters above, click Generate Report to update the Summary/Detail area below.
Displays the results of the report. The Details option includes additional data for Sent, Delivered, Opened, and Clicked columns.
|[Group By]||The group by filter(s) chosen.|
|Received||The number of requests invoked on behalf of your account (i.e., the number of requests "received" by the Reputation Generation Engine).|
|Sent||The number of requests sent to the designated recipients (i.e., the number of requests "sent" from the Reputation Generation Engine). The Details option also shows the number of requests not sent. The percentage indicates the ratio of received to sent.
A request might not be sent if the request includes an address/phone number with failed validation or that has already been solicited within your account's survey protection threshold.
|Delivered||SMS: The number of SMS requests successfully delivered to the phone numbers provided.
Email: The number of email requests successfully delivered to the email addresses provided.
The Details option also shows the number of requests not delivered. The percentage indicates the ratio of sent to delivered.
|Opened||SMS: The number of SMS requests Delivered. There is no way to track if an SMS was opened, so the assumption is that if the message was delivered, it was also opened.
Email: The unique number of email requests that were opened by the recipient.
The Details option also shows the total number of opens (not unique). The percentage indicates the ratio of delivered to opened.
|Clicked||SMS: The number of unique clicks on the tracked link in SMS requests. This is the link embedded in the SMS message, not the survey or review site options page that opens next.
Email: The number of unique clicks on a tracked link in email requests. This can be a survey link or third party review site links, whichever is embedded in the email.
The Details option also shows the total number of clicks (not unique). The total click count correlates to:
1. Any links within the email/SMS message.
2. Any review site links in the email.
3. Links on the review site options page that opens after the initial link in the SMS is clicked.
The number of clicks does not correlate directly to a review posting beyond the initial message if the user abandons the request process, but it is a good indicator of interest.
|CTR||SMS: The ratio of unique clicks to delivered.
Email: The ratio of unique clicks to unique opened.