The Reviews Insights screen gives you a high-level view of how your reviews are performing and surfaces actionable insights from review content. Navigate to Reviews > Insights to access it.
Overview Section
The overview section shows four key metrics and how they have changed over a selected time period (default 90 days):
- Average Rating: your overall average star rating
- Reviews Volume: the total number of reviews received
- Response Time: the average time between a review being written and receiving a response
- Response Rate: the percentage of reviews that received a response
Click any metric to update the chart below to show how that metric has changed over time. Use the filter pills at the top of the page to filter by publisher, date range, or entity. Filters apply to all sections of the screen.
You can also dimension the overview metrics by theme. Select themes from the comparison dropdown below the chart to see how each metric has changed for reviews in each selected theme.
Note: Data on the Reviews Insights screen can lag by up to one hour and may not exactly match what you see in the Monitoring and Response tabs.
Review Themes
Review Themes let you track how your brand is performing across specific aspects of your business — such as customer service, product quality, pricing, or wait times. Each theme is associated with a review label, and reviews are categorized into themes automatically.
The themes table shows each theme's average rating, review volume, and period-over-period changes for both metrics. Click into a theme to see an AI-generated summary of recent reviews for that theme, the top entities with reviews matching the theme, and review snippets. Click View All to open the full list of matching reviews in the Monitoring tab filtered to that label.
Add Themes
Click + Add Theme to add a theme. Choose from suggested industry themes or create a custom theme. Built-in industry themes are available in English only. Custom themes are supported in all languages.
When a theme is added, Yext categorizes reviews from the past 90 days and all reviews going forward. You can have up to 15 themes at a time.
A review label is automatically created for each theme. Use these labels in Analytics reports and dashboards, or as filters in the Monitoring and Response tabs to get theme-specific data.
Export and Delete Themes
To export or delete an individual theme, click into the theme and click the download or trash icon. To export or delete themes in bulk, select the themes from the Insights screen and use the icons in the action bar.
Review Summaries
Review Summaries are generated weekly or monthly depending on your review volume, and highlight key themes and trends from recent reviews. Each summary includes a set of points extracted from reviews over a short time period, with snippets of the reviews behind each point.
Click into a summary to read the supporting review snippets. For each point, Yext either shows the related theme or recommends a new theme to add. Download a summary as a PDF or download all reviews in the summary as a CSV using the menu icon.
Review summaries are generated in English only.
Permissions
To view the Reviews Insights screen, users need the Analytics > General > Basic Analytics > View permission on at least one entity with reviews.
To add or delete themes and view suggested themes, users also need the Reviews > Insights > Themes > Manage permission and the Reviews > Review Labels > Entity Review Labels > View permission.