Response Rate

The Response Rate tile shows the percentage of responded reviews for the selected timeframe.

Your response rate is only calculated based upon reviews from sites that allow responses. Please note that your public reviews collected using the TrustYou Survey (Guest Satisfaction Survey) are also included in the response rate.

Here’s a list of sites that allow management responses to reviews:

AAtravel.co.nz Agoda AirBnb Booking.com (Direct Responses possible!) Ctrip DaoDao Dianping.com Expedia eLong Fewo-direkt.de Fliggy Google (Direct Responses possible!) HolidayCheck Hostelworld.com Hotels.com HRS.de Ikyu.com

Ikyu.com Business Jalan.net Kurzurlaub.de LateRooms.com Meituan Otelpuan.com Qunar.com Rakuten Travel Rurubu.travel TOPHotels.ru Travelbug.co.nz Travel.rakuten.com Travelocity.com Traveloka Trip.com TripAdvisor TrustYou Survey Wotif.com Zoover.de

 

When you click the tile to expand it, the Response Rate tile enables you to see your response rate based on:

• Source
• Language
• Stars
• Sentiment

Source

In this tab, you will be able to see the list of all of the different review platforms (=sources) where reviews have been posted within the selected timeframe as well as the number of reviews, the number of responses and the response rate on the respective source. The list will be sorted by response rate.

By clicking on one of the icons with the three dots at the end of each line of the table, you will be able to read and work with the respective reviews directly in the Inbox.

The bar chart on the left shows the top 5 sources based on response rate.

Language

In this tab, you will be able to see the list of all of the different languages in which reviews have been posted within the selected timeframe as well as the number of reviews, the number of responses and the response rate in the respective language. The list will be sorted by  response rate of reviews in a specific language. As some reviews do not have any text at all and our system might not be able to detect the language of some reviews, "No language" is an option here as well.

By clicking on one of the icons with the three dots at the end of each line of the table, you will be able to read and work with the respective reviews directly in the Inbox.

The bar chart on the left shows the top 5 languages based on response rate.

Stars

In this tab, reviews are grouped into stars section based on their scores. All reviews with a score of 0-20 (on a scale to 100) will be treated as 1 Star reviews, the reviews with a score of 21-40 will be 2 star reviews etc., all the way up to reviews with a score 81-100 that are considered 5 star reviews. In the table, you will be able to see the number of reviews, the number of responses and the response rate by stars section.

By clicking on one of the icons with the three dots at the end of each line of the table, you will be able to read and work with the respective reviews directly in the Inbox.

The bar chart on the left shows the response rate by stars section.

Sentiment

In this tab, you will be able to see the number of reviews, the number of responses and the response rate of reviews that contain positive, neutral or negative statements. Please note that one review can contain both positive and negative statements, therefore the numbers here are not meant to add up to the full number of reviews you received in the selected timeframe.

By clicking on one of the icon with the three dots at the end of each line of the table, you will be able to read and work with the respective reviews directly in the Inbox.

The bar chart on the left shows the response rate of reviews that contain positive, neutral or negative statements.