Learn More About AfterShip Reviews Analytics

Overview

AfterShip Reviews analytics and reporting are found on your Home and Analytics page within the admin. AfterShip Reviews analytics helps you transform unstructured review data into structured and actionable insights that can be used to guide decision-making, product innovation and improvement, improved customer service, and wholesome brand experience.

What you’ll learn

In this article, you’ll learn about:

Reviews Home page elements
Reviews Analytics Overview dashboard
Reviews Analytics Email dashboard

Reviews Home page elements

The Reviews Home page provides you with an overview of your customer reviews over a period of time of your choice. It serves as a comprehensive command center for businesses to effectively manage customer feedback and build strong customer relationships.



The Home page overview dashboard consists of four sections including ORDERS WITH EMAIL SENT, ENGAGEMENTS,** REVIEWS AND NPS COLLECTED** and SALES.

Orders with emails sent

It showcases the number of orders with emails sent in the last 30 days by default. Clicking this section will redirect you to the email analytics page.

Engagements

This section shows the total number of unique impressions or clicks generated by a review widget in the last 30 days by default. Clicking ENGAGEMENTS will take you to the overview analytics page.

Reviews and NPS Collected

This section includes the number of reviews and NPS responses collected in the last 30 days.
Once you click REVIEWS AND NPS COLLECTED, you will be redirected to the overview analytics dashboard.

Sales

It shows the total revenue generated in the last 30 days from visitors who made a purchase within 7 days of engaging with a review widget. Clicking SALES will land you on the overview analytics dashboard.

Additional features

The review performance data can be filtered by date
Available options are Custom, Today, Yesterday, Last 7 days, Last 30 days and Last 90 days. By default, data for the last 30 days will be shown.
Click Apply once you have adjusted the filters at the top of the page to refresh and apply the new filter

Reviews Analytics Overview dashboard

With an intuitive and user-friendly interface, the Reviews Analytics Overview Dashboard enables businesses to access and assess review data in real-time. The dashboard aggregates customer reviews from various platforms and presents them in a visually engaging manner, making it easy for businesses to spot trends, identify strengths, and address areas for improvement.

The dashboard contains a few sections, which we’ll look at in detail here.

Reviews collected: This section includes the number of reviews collected from all the sources within the selected time frame.
NPS surveys collected: It shows the number of NPS scores collected from all the sources within the selected time frame.
Engagements: This section contains a total number of unique impressions or clicks generated by a review widget.
Sales: This section shows the total sales from visitors who made a purchase within 7 days of engaging with a review widget.


Understanding the charts

Average Rating: This section includes the average rating for all the published and unpublished reviews collected within the time frame.
NPS Score: It contains the NPS score for all the NPS collected within the time frame


Reviews breakdown: This section breaks down the total number of reviews into 1 star, 2 star, 3 star, 4 star and 5 star respectively.
NPS breakdown: This section shows the overall number and percentage of Promoters, Passives and Detractors within the selected time frame.
Reviews by channel: In this section, you can find the total number of reviews fetched from different channels including Storefront, Email request, CSV upload and Ali Express.
Reviews over time: This section displays the analysis of the reviews over the time fetched from various channels.


The default range of data filtration is 30 days. However, it can be set as Custom, Today, Yesterday, Last 7 days, Last 30 days, Last 90 days.


For Engagement and Sales, the data will be updated once per day and will only contain the data until yesterday. However, for Reviews collected and NPS surveys collected, the latest data which is fetched within 10 minutes will appear.

Reviews Analytics Email dashboard

The Reviews Analytics Email dashboard provides you with an overview of your customer review email campaigns over a period of time of your choice. Note that when filtering to a specific time, AfterShip Reviews pulls data tied back to order processed and emails sent in that particular time frame.

The email campaign performance data can be filtered by date

Available options are Custom, Today, Yesterday, Last 7 days, and Last 30 days. By default, data for the last 30 days will be shown.

The email campaign performance data can be filtered by Automatic and Manual email type.

Click Apply once you have adjusted the filters at the top of the page to refresh and apply the new filter.


Each metric has a tooltip explaining more about the data point

To view a specific metric in the charts, hover over the data point (see below)


The dashboard contains a few sections, which we'll look at in detail here.

Order processed: The total number of customer orders you’ve processed. It shows the calculated figure of all the orders for which reviews and NPS request emails were sent, including the automatic emails and the manual emails

Review collected: The number of reviews collected through emails sent within the selected time frame

e.g. When the selected time frame is 2023/4/1 - 2023/4/15

a. If there is an email sent on 2023/4/10 and the customer submitted a review on 2023/4/20, then this review will be taken into account for the calculation.
b. If there is an email sent on 2023/3/28 and the customer submitted a review on 2023/4/5, then this review will NOT be calculated.

NPS (Net promoter score) score collected: The number of NPS scores collected through emails sent within the selected time frame.


Review request email funnel: It shows the overall activity in the review request emails within the selected time frame.
NPS email funnel: This section shows the overall activity in the NPS emails within the selected time frame.
Review request performance over time: It shows the overall performance of the review request emails within the selected time frame.
NPS email performance over time: This section shows the overall performance of the NPS emails within the selected time frame.


Understanding the graphs

Sent: The total number of review emails sent within the selected time frame. This Includes automatic emails, reminder emails, and manual emails
Delivery rate: The percentage of review emails that were delivered successfully
Open rate: The number of review emails opened divided by the total number of emails sent
Conversion rate: The number of emails that led to reviews or NPS divided by the total number of emails sent.


Please note that all the data that is present on the dashboard is fetched based on the date on which the email is sent.

In case of any further assistance, feel free to reach out to our support team.

Updated on: 10/01/2024