Trustpilot Analytics: Service review ratings

This feature is included in the Standard plan

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The Service review ratings dashboard features a collection of analytics that help you track the overall performance of your business’ service reviews over time. Use the dashboard’s filters to dive into specific segments of your collected service reviews to gain more detailed insights into how they’re performing.

You’ll be able to track developments in the volume and star rating of your collected service reviews, and monitor your TrustScore.

To access the Service review ratings dashboard, go to Trustpilot Business > Analytics > Service review ratings.

Service review ratings

The Service review ratings dashboard has a range of filters that can vary depending on your plan. You can select your desired time period, then filter by collection methods, tags, languages, and locations. The data can be displayed in daily, weekly, or monthly intervals.

You can export your data as a CSV file by clicking Export in the upper right corner.

Trustpilot Business Review ratings dashboard in Analytics

Service reviews

Track the number of service reviews over the chosen period to get a more detailed look at your performance. You can use this to monitor KPIs on review performance goals, or gain insight into greater review trends over time.

Example reviews graph sorted by daily

Average Star Rating

This chart shows you the average star rating of your collected service reviews and gives you a compact look at whether you’re getting stable, increasing, or decreasing star ratings.

Example average star rating graph

Current TrustScore

Your TrustScore is calculated on the basis of all your service reviews, and is displayed on your profile page and in your TrustBoxes. The Current TrustScore graph shows how your TrustScore has developed over time. Changes in this graph develop slowly, as it takes a large number of service reviews over time to affect your TrustScore.

Example current TrustScore graph

Distribution of Stars

Here you can view the distribution of stars from your service reviews. This distribution is taken into account when calculating your TrustScore and your Customer Satisfaction Score over a period of time.

Customer satisfaction score

Note: This feature is only available with the Enhance Add-on Module.

Your customer satisfaction score is calculated by subtracting the percentage of Negative customers from the percentage of Positive customers. Neutral customers count towards the total number of respondents, thus decreasing the percentage of Positive and Negative customers and pushing the customer satisfaction score towards 0. A customer satisfaction score can range from a low of -100 (if every review is a Negative) to a high of 100 (if every review is a Positive).

Customer Satisfaction Score Calculation

Here’s some examples of how your Customer Satisfaction Score is calculated:

  • If you have two 5-star reviews, one 4-star review and one 3-star review, your Customer Satisfaction Score will be 25% + 25% + 0% - 25% = 25%
  • If you have three 5-star reviews and one 4-star review, your Customer Satisfaction Score will be 25% + 25% + 25% + 0% = 75%

Top languages

Here you can get an overview of the most frequently used languages within the selected period.

Top review sources

Find out which sources lead to the most service reviews within the selected period and use that information to get more reviews in the future.

Tags

Note: This feature is only available with the Enhance Add-on Module.

Add your own tags to your service reviews using our tagging features. Once you’ve tagged your reviews, you can easily organize and analyze your performance by segment. You can also use the Tags table to monitor the most common themes in your service reviews.

The Tags table shows your average star rating, review volume, and customer satisfaction score for each available tag in the chosen period.

Locations

Note: This feature is only available with the Location Reviews Add-on Module.

Here you can see how each of your locations are performing. Use the Locations table to compare, analyze, and improve your services at particular locations.

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