Care Analytics

TABLE OF CONTENTS

• Overview
• Leader Board
• Categories & Keywords
• Feedback Channels

Welcome to Care Analytics, a comprehensive way to get insights of your brand reviews!

To locate Care Analytics, on the left sidebar, go to Care > Tools > Analytics

There are four main views in Analytics:

You can download the data as a png or csv file at the upper right:

Overview

The Overview is a quick summary of your reviews and ratings.

You can sort your reviews with the following filters:

Brand:

Location:

You can select from a specific outlet location or a location group.

Platforms:

You can sort from your delivery and social media platforms.

Date:

Star Rating:

Below the filters is a quick look of the necessary insights.

Number of Reviews:

The number is based on the selected time period compared with the previous period. You can click on it to see each review and download it as a CSV.

CSAT Score (Customer Satisfaction Score):

 This is calculated by 4-5 star rating views in the selected time period divided by all the ratings compared with the previous period.

1 Star Rated Reviews:

The number of 1 star reviews is based on the selected time period compared with the previous period. You can click on it to see each review and download it as a CSV.

Average Response Rate:

Percentage of reviews responded to during the selected time period compared with the previous period.

Boosted Google Reviews:

The number of 4-5 star Google reviews that were assisted by the Momos Survey during the selected time period compared with the previous period. You can click on it to see each review and download it as a CSV.

Wonback Customers:

Number of unhappy customers who left 1-3 star ratings and can be won back.

Forms Complaint:

Number of Forms complaint detected by Momos AI during the selected time period compared with the previous period. You can click on it to see each form.

Reviews & Ratings

You can get a visual overview under Reviews and Ratings

• You can break it down per day, week and month.
  
  
• You can select from two metrics: Average Rating and Number of Reviews.
  
  
• You can group them by Overall, Platform (Survey, Delivery Platform, Reviews), Platform Group (Google, FoodPanda, Grab, Doordash, Suvery etc.) 

Online Reputation

This is where you will see a breakdown of each online platform, you can click on each platform to view the reviews. You can also see the lifetime ratings of each.

Leader Board

In Leaderboard, you'll be able to see and compare the Customer Experience Rank of different key metrics. 

The Customer Experience Rank is based on the Customer Experience Score. The Customer Experience Score is based on customer sentiments that Momos AI has gathered from feedback. 

Momos Score Formula

You can click on the score for a deeper analysis.

Compare By:

You can compare by brand, location, location group and accounts

The ranks are different based on what you compare.

This is location comparison:

This is brand comparison:

Columns:

You can select which key measurements you like to see be compared from Star Ratings, Google Boosted Reviews, Reply rate, Resolution rate, CSAT etc. They will be added in the table as a column.

Categories & Keywords

Here you can have a deep dive on the keywords the customers provided from their feedback. At the top is a percentage summary of positive, neutral and negative mentions.

You can filter based on the following fields.

Sentiment:

Category Group:

Category:

Sub-Category:

Keywords:

There is a visual graph of the sentiments grouped by category group, category group and sub-categories. You can click on the sentiment for a deeper analysis:

This table shows the sentiment score based on location and is grouped by categories. You can click on the sentiment score for a deeper analysis:

At the end of the page are reviews with the highlighted sentiments. You can click on the review to redirect you to the source:

Feedback Channels

Browse through the different feedback channels for a deep dive into each of their key measurements.

Each channel has a respective filter that you may sort.

The available channels are Surveys, Reviews, Forms and Chat.