Locations Report

Why is the Locations Report important?

• Easily and quickly monitor and compare performance between locations

• Track NPS and customer sentiment unique to each location in a given time frame to identify opportunities for improvement

• Monitor star ratings across Google and other review sites in a given time frame to stay informed of online presence

• View review request-response rate to identify locations with room to improve the customer experience and likelihood of response

• Determine high-performing locations by tracking customers added to Broadly in a given time frame

• Evaluate total leads across locations to help project revenue and allocate future marketing spend

The Location reports can be accessed by first selecting “Reports” in the main left-hand menu item & then selecting “Locations.”

At a first glance, you will be able to see & export high-level data for each of the locations you have access to. Each column represents:

• Locations: a summary of the total locations, managed with Broadly within the selected time frame.
• Leads: The total leads received for each location, within the selected time frame with Broadly.
• Customers Added: The total number of customers each location has added to their Broadly contacts, within the selected time frame.
• Customers Asked: The total number of customers each location has sent review requests to, for each location within the selected time frame.
• Response Rate: The percentage of customers who have responded to their review requests for each location, within the selected time frame.
• Customer Sentiment: Customer sentiment broken out for each location, within the selected time frame
  • Promotors 
  • Passives 
  • Detractors 
• NPS: a summary that shows your average net promoter score by location & selected time frame. The formula for this score is: % of promoters - % of detractors
• Review Generation Breakout: A breakout of the number of reviews generated within the selected time frame & their average rating for each location:
  • Google Business Profile Reviews
  • Facebook Reviews
  • Nextdoor Reviews

This Review Generation piece is intended to show review generation for a specific time frame. It may not represent the current, overall rating. You can see the current, overall rating in dashboard.broadly.com, the Single Location Dashboard, or in the app Reviews page.

Details for Customers Added/Asked

Data in the Customers Added and Customers Asked columns can be clicked on to reveal additional details.

In this overlay, you will see the following information:

• Customer: the customer name
• Email: the email on file for the customer
• Phone: the phone number on file for the customer
• If the phone number is not the typical 7-digit length, we drop formatting for the number — see the “Upstream Rehabilitation” customer in the screenshot above, as an example
• Added: the date customer was added to Broadly
• Review Request: the status of the review request
  • Not Asked means the customer was added, but a review request wasn’t sent. Hovering over this status will reveal why the customer was not asked. Common reasons include missing contact information, invalid contact information, or the customer was already sent a review request recently in which case we hold off on sending due to our “review request frequency” parameter.
  • Asked means the customer was sent a review request. Hovering over this status will confirm that the customer was asked to leave a review but has not yet responded.
  • Responded means the customer responded to the review request. For our direct-to-review strategy, this means a review was left. For NPS review strategies, this means that we received a response. Hovering over this status will confirm that the customer has responded to the review request.

This information can also be exported to a CSV for additional data analysis.

Date Selector

At the top left of the page, you will be able to manipulate the date selector.

• The default date range is 1 month, but you can use the week or year pre-sets, or set a custom date range.
  • The custom date range can support date ranges as far back as the year 2000.

Filter & Export Bar

• Filter: Under the date selector, you will see dropdown menus to filter the table information by brand and location.
• Export: There will be an option in the upper right to export the table data to a spreadsheet.

Mobile Experience 

Reports are supported on mobile devices, but the layout changes to be more mobile-friendly. Instead of rows within a table, each location is represented by cards.

The location name is at the top of the card, and each cell within the row becomes a box below the location name.

By default, we sort by location name in ascending order. 

When sorting is applied, the sorted element is highlighted in a slightly thicker border. In this example, the report is sorted by Response Rate in descending order.