You can now directly measure the performance of your review and feedback processing in Feedback Management via Unified Response. Response rate, management rate, deadline compliance, and average processing times are natively accessible in your dashboards, with granularity by campaign.
Until now, these statistics were only visible as a global overview, without details by campaign. Thanks to this feature, you can now filter, cross-reference, and analyze these indicators directly in your Closing the Loop dashboards.
Why Track Your Processing Statistics in FM?
Each statistic can now be filtered and cross-referenced with your other analysis dimensions, campaign by campaign.
Response rate, management rate, deadline compliance, and average processing times are calculated automatically.
These indicators are added to your Closing the Loop analyses in FM, without any additional tool or export.
Each campaign corresponds to a single type of UGC (feedback, brand reviews, product reviews, or GBP reviews): filtering by campaign therefore means filtering by UGC type.
Prerequisites
- Unified Response configured on your campaigns: the "Response" tab must be enabled on the relevant campaigns.
- A SLA threshold defined in Unified Response, if you want to track deadline compliance indicators (SLA On Time / SLA Late).
Access to the processing status tracking dimension is activated by Skeepers on your account. Once activated, no further configuration is required on your part.
What You Can Track
A new dimension dedicated to processing status tracking is available in the Closing the Loop analysis builder. It exposes the following statuses: to be processed, responded, managed, archived, reported, rejected, published. This dimension focuses solely on status tracking; rates and processing times are calculated separately.
Additionally, you can add to your dashboards:
- Response rate and management rate (responded/managed relative to the total number of entries) by campaign.
- Deadline compliance (SLA): number and percentage of content processed on time (SLA On Time) or late (SLA Late).
- Average processing times: average response time and average management time, expressed in days.
Since these statistics by campaign are linked to a unique UGC type, filtering by campaign automatically provides a view by UGC type (feedback, brand reviews, product reviews, GBP reviews).
How to Build Your Dashboard
There is no prebuilt dashboard for this feature: you build your own analysis in the dashboard builder according to your tracking needs.
- In Analysis > Dashboards, add the processing status tracking dimension to your analysis to display statuses by campaign.
- Apply a Campaign or Broadcast dimension or filter. Only campaigns with Unified Response configured (Response tab enabled) will appear in the selector.
- Once a campaign is selected, the processing statuses are displayed: to be processed, responded, managed, archived, reported, rejected, published.
- Add rate indicators (response rate, management rate, reporting rate, rejection rate) and/or average time indicators to your dashboard. They activate automatically as soon as a campaign with Unified Response is selected as a filter or dimension.
- Add SLA indicators (SLA On Time, SLA Late) to track deadline compliance. These indicators require both a campaign with Unified Response and a configured SLA threshold.
Rate, average time, and SLA indicators remain grayed out until a Campaign / Broadcast dimension or filter is applied on a campaign using Unified Response. If you do not use Unified Response on a campaign, the tracking dimension remains visible but no campaign can be selected, and the indicators will remain unavailable.
FAQ
A Campaign / Broadcast dimension or filter including a campaign with Unified Response configured must be applied to your dashboard. These indicators only calculate when a compatible campaign is selected.
Check that the selected campaign has Unified Response configured (Response tab active). A campaign without Unified Response will not activate these indicators, even if selected as a filter.
The selector only displays campaigns with Unified Response configured. If none of your campaigns use Unified Response, no campaigns will appear.
This indicator requires a SLA threshold to be defined in your Unified Response configuration. If no threshold is set for your campaigns, the indicator shows 0. Contact your Skeepers CSM to configure your SLA settings.
No. The statistics only reflect content processed after synchronization with Unified Response was activated. Data prior to this activation is not retroactively integrated.
Content can be managed (processing completed) without having received a public response—for example, when archived or processed without a visible response. Therefore, the management rate and response rate are two complementary but independent indicators.