Review Analytics gives you a complete picture of how customers rate and talk about your business. Use it to track review volume, average ratings, response times, and AI-generated insights that help you act on feedback faster.
Overview
The Review Analytics dashboard is found under Reviews > Analytics in the left sidebar. It consolidates your review data into a single view with:
- Top-level metrics for total reviews, average rating, and response time
- Rating distribution chart showing the breakdown by star rating
- Latest reviews feed with positive and negative filtering
- Recommended actions powered by AI, split into high-priority and general improvements
- Critical flags that surface reviews needing immediate attention
- Keyword insights that extract recurring themes from review text
All data is scoped to a selectable time period using the date range picker at the top of the page.
Before you start
Before using Review Analytics, make sure:
- your Google Business Profiles are connected and syncing reviews
- reviews have been flowing in for the period you want to analyze
- your team is replying to reviews so response time metrics are meaningful
How it works
Top-level metrics
Three headline cards show the key numbers for the selected period:
| Metric | What it shows |
|---|---|
| Total reviews | Number of new reviews received in the period |
| Average rating | Mean star rating across all reviews in the period |
| Response time | Average time your team takes to reply to reviews |
Rating distribution
A donut chart breaks down reviews by star rating (5 stars through 1 star), showing both the count and percentage for each. Use this to quickly see whether sentiment is skewing positive or negative.
Latest reviews
A feed of recent reviews with tabs to filter between Positive and Negative. Each review shows:
- Reviewer name and date
- Star rating
- Review text (truncated if long)
- Location name and address
This gives you a quick way to scan what customers are saying without leaving the analytics view.
Recommended actions
AI analyzes your review data and generates two categories of suggestions:
- High priority actions surface urgent issues. These might include flagged patterns like suspected fake reviews, spam submissions, or unresolved customer complaints mentioned in reviews.
- General improvements suggest longer-term opportunities. These could include marketing campaigns based on positive themes, operational improvements based on recurring feedback, or follow-up actions for specific customer issues.
Recommended actions update as new reviews come in and patterns change.
Critical flags
This section highlights reviews that need immediate attention during the selected period. When no critical reviews are found, it shows a confirmation that everything looks good. When critical reviews exist, they are surfaced here so your team can prioritize responses.
Keyword insights
AI extracts recurring keywords and phrases from your reviews and organizes them into four tabs:
- Strengths highlights words associated with positive feedback
- Issues highlights words associated with negative feedback
- General shows commonly mentioned topics
- Competitors shows competitor names mentioned in reviews
Each keyword shows a count of how many reviews mention it. Use this to understand what customers consistently praise or complain about.
Step-by-step
- Navigate to Reviews > Analytics in the left sidebar.
- Use the Period dropdown at the top to select your date range (last week, last month, or a custom range).
- Review the top-level metrics to understand volume, rating, and response speed.
- Check the Rating distribution chart for sentiment balance.
- Browse Latest reviews and toggle between Positive and Negative tabs to read recent feedback.
- Review Recommended actions and assign high-priority items to your team.
- Check Critical flags for any reviews that need an immediate response.
- Explore Keyword insights tabs to identify recurring themes in customer feedback.
Tips and best practices
- Check Review Analytics weekly to stay on top of trends before small issues become patterns.
- Use the Recommended actions as a starting point for team meetings or weekly review check-ins.
- Pay attention to the Strengths tab in Keyword insights to identify what you should highlight in marketing.
- Track Response time over multiple periods to see whether your team is getting faster at replying.
- Combine Review Analytics with Report Export when you need to share review performance with clients or stakeholders.
Limits or edge cases
- Metrics only reflect reviews received during the selected time period, not your full review history.
- Response time is only calculated for reviews that have received a reply. Unanswered reviews are not included in the average.
- Keyword insights require a minimum volume of reviews to surface meaningful patterns. New or low-volume locations may show limited data.
- Recommended actions are AI-generated suggestions, not automated workflows. Your team still decides which actions to take.
Common questions
How often does the data update?
Review Analytics updates as new reviews sync from your connected Google Business Profiles. There may be a short delay between a review appearing on Google and showing up in the dashboard.
Can I see analytics for a single location?
Yes. Use the location selector or navigate to the specific location's review section to see its individual analytics.
What counts as a critical flag?
Critical flags typically include very negative reviews (1-2 stars), reviews mentioning serious issues, or patterns that suggest reputation risk. The AI evaluates severity based on content and rating.
How is Response time calculated?
Response time measures the average hours between when a review is posted and when your team publishes a reply. Only reviews with replies are included in the calculation.