Analytics & reporting
What the figures mean
How ratings, recovery, the journey to a review link and Google figures are counted.
4 min read
Every screen counts the same way, so a figure on the Overview never disagrees with the same figure in Analytics or on a funnel's page.
Ratings and reviews
- A rating is what a customer leaves in your funnel: stars, and perhaps a comment and answers to your questions.
- A review is what a customer publishes on Google or another site.
RepRocket counts ratings. It reads your Google review figures separately, for each location with a Google listing.
Periods
- A period is whole calendar days ending today, in your own time zone: 7, 30 or 90 days. Today is today so far.
- It is compared with the same number of days just before it.
- A change is shown only when both periods have ratings. A change of less than 0.05 of a star is shown as "No change".
The rating figures
| Figure | What it is |
|---|---|
| Average rating | The plain average of the stars left in the period, for the funnels in view |
| Ratings | How many ratings were left |
| Happy, middling, low | Happy is 4 or 5 stars, middling is 3, low is 1 or 2 |
| Happy share | Happy ratings as a share of all ratings |
| Star breakdown | How many ratings at each star level, and the share of each |
The recovery figures
Every rating under 4 stars goes to the recovery inbox, so a 3-star customer is followed up too.
| Figure | What it is |
|---|---|
| Waiting for a reply | Customers nobody has answered yet, however long ago they rated |
| Low ratings resolved | Of the low ratings in the period, how many are resolved, contacted, or still waiting |
| Usual time to first contact | How long it usually takes your team to contact a customer (in Analytics) |
The journey figures
| Figure | What it is |
|---|---|
| Page opens | Every time the funnel's page was opened, by a scan or a tap |
| From the QR code | The page opens that came from a scan |
| Rated | Visits that left a rating |
| Opened a review link | Customers who tapped one of your review links |
| Review link opens by site | The same, for each review site |
Opening a review link is not the same as publishing a review. What a customer does on Google is not visible to RepRocket. Page opens and review link opens have been counted since 13 October 2026. See Following customers through a funnel.
The Google figures
On Ratings → Google, for each location with a Google listing:
| Figure | What it is |
|---|---|
| Google rating | The rating Google shows, rounded to one decimal |
| Exact average | The average worked out from the exact number of reviews at each star level |
| Reviews by star | How many Google reviews at each star level |
| Reviews over time | The review count, read once a day, and how many were added |
| Rating goal | How many five-star reviews it takes to reach the rating you choose |
See Showing your Google reviews for each location.
Analytics
Analytics in the rail draws the same figures over the period you choose:
- Rating over time: the seven-day average rating.
- Star breakdown, and Against the period before.
- From scan to review link, and Review link opens by site.
- Busiest times: ratings by day of the week and hour. By day of the week: the same, by day.
- Funnels compared: each funnel side by side.
- Recovery: in the recovery inbox, waiting for a reply, contacted, resolved, and the usual time to first contact.
Use Charts or Tables to switch how they are shown, and Compare with to turn the comparison with the period before on or off. Export CSV saves the period day by day.
Why a figure can look different
- Different filters: check the location, the period and the funnel filter. Each panel's note says what it covers.
- A User's view: a User sees only the locations they work at.
- Google's own figures: the Google rating is rounded. The exact average can differ from it by a few hundredths.
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Need more help? Use Help → Chat with us in the dashboard, or email support@reprocket.app.