With an increasing amount of reviews in the eCommerce space, getting the right system to monitor,
understand and measure your online customer feedback will make a huge difference throughout your day to day activity.
Why is that? Because it’s about lots of multi-dimensional data that one needs to work with: products, brands, categories, stores, review ratings, sentiment, short & blunt reviews or no content at all versus detailed feedback, reviews written by visitors or verified purchasers and…possibly more as it’s always room for more! We could not emphasize enough how important is the freedom to look at reviews from all sorts of angles before deciding what works for you, what is relevant and what not for understanding your customer feedback and further impact on the business and product lifecycle.
That is why you should assess the following 5 review filtering capabilities when you research for the right review management platform for your business or your customers (if you’re an agency).
1. Marketplace
If your products are sold across a number of marketplaces and online stores where you receive reviews, then you might need to aggregate the data in one place while keeping it organized by its original source. Thus, you will be able to capture customer feedback from different stores both local and international and understand how they view your products and brand.
By correlating reviews analysis results with your sales, then you can make even further documented decisions about what you can do next in each marketplace.
2. Product
Being able to keep your reviews separated for each of your products and not mix them up with other product reviews allows you to perform your analysis at product level. Thus, you can discover your customers’ top preferences and understand what makes your product a keeper or a return.
3. Groups or product categories
When you monitor reviews for a variety of products from different categories or for different brands, viewing and analyzing data at category or brand level will give you accurate reports on what is happening within that category or brand. And here you can think of a group as any meaningful association of products for the particular analysis that you are conducting at that moment in time.
4. Competitors
Especially for those product categories where consumers fervently search, research and compare before checkout, keeping an eye on how your products perform versus competitors’ will help you understand where your customers see value across the entire online offering in your space. This does not mean that you focus on competition but your customers, trying to put yourself into their shoes after getting the feeling and understanding on how your products brought satisfaction to other customers versus other similar products available in the market.
5. Rating
Selecting your reviews by rating is of a tremendous importance not only when you need to make a clear separation in positives and negatives but also when you need to deepen the analysis and look into and understand the content published at all levels of satisfaction.
6. Timeframe
Next to ratings, timeframes are also indispensable when it comes to analyzing reviews data. While all marketplaces and online stores show you aggregated up to date total numbers, a timeframe filter will help you understand the dynamic of your reviews. Positioning your reviews analysis in time makes the results relevant and a good foundation for further decisions.
What else?
While all the above are critical filtering capabilities, you can always make a step forward and refine your analysis working with reviews data that meet even more particular criteria. For example, you can include in your analysis all reviews or only those that have been verified by the respective stores, reviews that do have a content and not only ratings or you can exclude very short reviews from your insights analysis.
A great review filtering capability engages all the above elements in a combined flexible way so that you can receive quality results you can count on.
If you have not found yet the right review monitoring platform for your business, you may want to take a look at how FeedCheck can help you and visit our Demo.