Trustpilot Analytics: Replies

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The Replies dashboard shows your average reply rate to your customers’ reviews and your average reply time. It’s a metric to track how often you’re engaging with your customers.

To see your Replies dashboard, go to Trustpilot Business > Analytics > Replies.

Replies dashboard

At the top of the dashboard, use the date filters to select a time period. You can also filter the replies data by collection method, star rating, and tags. This lets you easily compare and monitor how effective you are at replying to your customer’s reviews. You can export your data as a CSV file by clicking Export in the upper right corner.

Trustpilot Business Replies dashboard in Analytics

Reply rate

This chart tracks the rate at which you’re replying to your customer’s reviews. Choose daily, weekly or monthly intervals to more easily identify trends and patterns.

Example reply rate graph

Average time to reply

This chart tracks your average time to reply to reviews.

Exaple average time to reply graph

Replies by star rating

Beneath the reply rate and average time to reply, you can see your replies by star rating. In this table, you can find the number of reviews by star rating, your average reply rate to those reviews, and the average time to reply.

Example replies by star rating table

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