Yext tracks three metrics specifically for review response that help you understand how well your team is keeping up with incoming reviews. All three are available in Report Builder.
Response Metrics
Response Count is the number of responses posted to reviews during a given time period. Response count is based on when the response was posted, not when the original review was written. For example, if a review was written in January but responded to in February, it counts toward February's response count.
Response Rate is the percentage of reviews received during a given time period that have been responded to, regardless of when the response was posted. Response rate is based on when the review was written, not when the response was posted. For example, if you received three reviews in January and responded to all three in February, your January response rate is 100%.
Response Time is the average time between when a review was written and when it was responded to, for all reviews that have received a response. Like response rate, response time is based on when the review was written. If you received five reviews on January 1 and responded to three of them later that day with an average response time of three hours, the average response time for January 1 is three hours regardless of the two unresponded reviews.
These metrics apply only to publishers that support in-platform response: Google Business Profile, Facebook, first-party, Yelp Enterprise, Yelp Knowledge, and Yell. Responses made both inside and outside of Yext are included in the data.
Build a Response Report
To build a report focused on response performance:
- Navigate to Analytics > Report Builder.
- Add the following metrics: Response Rate, Response Count, and Response Time.
- Add the Ratings dimension to see how response performance breaks down by star rating.
- Apply filters as needed — for example, by site, time period, or entity.
Useful filters and dimensions for response reporting include the following:
- Awaiting Response: filter for reviews that have or have not received a response
- Response Time: dimension or filter by response time bucket (less than one hour, between one hour and one day, between one hour and one week, between one week and one month)
- Site: filter or dimension by publisher