If you have not gotten familiar with basic information about Analytics, relevant to all dashboards, please visit THIS ARTICLE before proceeding to the details of the Service insights dashboard.

In this article we will focus on the Servcie insights dashboard – on how to navigate it and how to understand the presented parameters.

Service Rating Distribution presents the proportion of your positve and negative ratings (blue), with a benchmark of the distribution across all Lipscore customers (green). Hovering over each result will show you how many ratings the result is based on and the exact percentage of this score (e.g., 75,4% of all your ratings are 5-star scores. You rececived 138 5-star ratings in the selected period).

Service Average Rating, as the name suggests, is the average score you received for your service (delivery, customer service, shopping experience, etc.), compared with the average service score of all Lipscore customers as a benchmark.

Service attributes represent detailed feedback on up to 3 attributes created in the Lipscore account. These may be anything from Delivery, Customer experience, ease of navigating your online store, or, if you are collecting service reviews for physical stores – assistance, the look of the store, offered products range or availability, and many more.

Important note: The 1,0 – worst, 5,0 best rule does not always apply to Avg score. The actual value (positive/negative) of the score depends on how attributes are ordered. If ordered from worse to best (Slow, Normal, Quick) then 1 stays worst and 5 best. But if they went the other way round – Quick, Normal, Slow, we’d have the opposite result – 1 becomes best, 5 worst. Please bear it in mind when making conclusions based on Avg Score.

Last but not least is the attributes response rate. The attribute response rate is calculated as follows: the number of votes left on a specific attribute divided by number of ratings left for this product. E.g., If 14 ratings were left on the product and 6 votes on its attribute, the response rate is 42,86%.

Should you have any questions or feedback about the Service insights dashboard, feel free to reach out to our Support or your dedicated CSM.