How to monitor your performance in Klaviyo
Use insights from reviews to improve your product offerings, enhance your customer support, and adjust your reviews strategy where needed.
The Reviews Performance tab contains data to help you gauge customer sentiment and engagement. You can filter this data by product and set the time period you're interested in. Let's walk through the data in this tab.
Key metrics
The Key metrics panel provides a quick snapshot of the data collected in reviews: number of reviews, review impressions, and response rate.
Set goals for yourself around the number of reviews you collect, average ratings, and response rate so that you can keep yourself accountable over time. The industry standard for review response rate is between 1-3%. That said, these numbers can vary based on your specific industry and product.
Rating
Use the Rating panel to see rating trends over time, as well as the distribution of star ratings over time.
Use this panel to monitor your review ratings. If ratings are trending negatively over time, use the AI sentiment analysis report to identify ways to improve the product.
Review conversion
The Review conversion panel allows you to see how your reviews affect customer behavior.
Within this view, you can see:
- Reviews conversion funnel
- Customer review behavior over time
- Added to cart rate over time
Use this panel to evaluate the success of your reviews at doing what you really want them to do: convert customers and drive revenue.
AI sentiment analysis
Analyze the overall sentiment of your reviews using Klaviyo AI. Sentiment analysis uses AI to gauge the sentiment of customer reviews over time.
AI sentiment analysis also categorizes your reviews into topics, which you can use to dive deep into review sentiment on particular topics relevant to your industry, like customer service and product quality.
Use AI review sentiment analysis to identify key themes among your reviews.
Build reports to measure the effectiveness of your reviews strategy
Analyze reviews data using reporting tools in Klaviyo for a deeper understanding of review activity. Here are 4 ways to monitor the performance of your Klaviyo reviews strategy.
Track and analyze customer responses
In Klaviyo’s Analytics tab, you’ll see reviews data syncing as metrics once customers start submitting reviews. Use this data to build your own custom reports.
For example, you can quickly discover how many people left a review on your site, and what their review rating was (e.g., 1-5 stars) in the last quarter. To do so, build a custom single metric deep dive report using the Submitted review metric as your focus. Then, group your data by review rating.
You can stay up to date on your results over time by scheduling your report to send to your inbox. To do so, click Schedule Report and specify how often you'd like to receive updated reports.
Monitor reviewers' engagement
After you build segments based on reviews, you can dive deeper into the analytics for that segment. More specifically, observe the engagement of that segment over time:
- Open your review-specific segment.
- Select Engagement from the main menu.
- Click Run engagement report.
It may take a few moments for this data to populate, but you will soon be able to analyze how engaged the members of your reviews segment are. In particular, take note of how much revenue these shoppers are bringing to your brand and how engaged they are with your messaging. This can validate whether or not these reviewers respond well to your branded content over time. You can even build a "Never left review" segment and compare the engagement of the two groups to determine how much value review engagements are bringing to your brand.
Visualize review ratings in a dashboard
You can put together a custom dashboard to visualize reviews data in the way that makes the most sense to you. To do so, you should:
- Navigate to the Analytics tab.
- Select Dashboards.
- Click Create Dashboard and give your dashboard a name (e.g., Reviews dashboard).
- Add new cards to this dashboard, building them based on what kind of data you want to look at and how you want it to appear (e.g., in a table, bar graph, etc.).
For instance, you may want to set up a bar graph to visually break down what ratings you’ve collected with reviews.
Create cards for your dashboard based on the reviews data that is most important to you.
Determine which reviews perform best
There are several places on your website that provide additional insight into review performance. You can use review widgets, like the carousel widget, to see which reviews perform the best. Identify which reviews have the most clicks, which indicate that the review could also be beneficial in other marketing materials.
In addition, you can use the all reviews widget to see how many people access the all reviews page and click on a review, leading them to a product. Learn more about customizing review widgets.
On product pages, you can see what percentage of customers see a review and add a product to their cart. This allows you to directly see the effect of reviews on customer behavior. Identify which products' reviews perform better and use this to inform your product strategy.