Reputation gives you complete control over your online reputation, and one of the best ways to track how happy customers are is through tagging.
As you may already know, there are 10 tagging categories in the Reputation tool:
Experience Food & Beverages Consistency Family Friendly
Service Environment Reputation Innovation
Convenience Value
While you can’t create new custom categories, you are free to create your own custom tags under every single one of those categories. You can make as many as you want.
Creating New Tags
Start by logging into your Reputation dashboard
Once on Reputation, click on the arrow next to your name on the top right of the screen and select Tagging from the drop down menu.
From there click on the blue + at the Top to create a new tag or the search bar to find an existing tag.
Then follow the steps:
- Select a name for your tag.
- Select a restaurant choice driver. (you can select several)
- Select a sentiment.
- Save.
Tips for creating good tags
- Use short tag names.
- Avoid using ‘great’ or ‘bad’ as a tag, as this can be subjective and may be difficult to manage. The green, grey, and red tags will tell you if the sentiment is positive, neutral or negative, anyway. Where possible, use general tags for a more overall view.
- (Ex.: Experience +, Experience ±, Experience -)
- Use specific tags to have in-depth knowledge into your business (Ex.: Noisy -, Decoration +, Pizzas +)
- Take guidance from your menu. For starters, main courses and dessert, you could create a tag for each one
- For example: Starters +, Starters -, Main course +, Main course -, Desserts +, Desserts -
- If there are specific items that you are monitoring, i.e. key dishes, drinks, create tags for those too. It will help you measure the evolution of the issue and if the solution is effective.
- Creating tags is a process. You don't need to create them all at once and can add new ones as you go along and points of interest evolve.
How to use Tags
- Go back to your inbox and select a review
- Click on the tag icon and select a relevant tag. That will be saved in our analytics.
Why is tagging important?
All of your tags throughout the day / week / month are stored in Reputation.
Pro-Tip: It's important to tag as you complete messages because it's makes it easier to understand your results at the end of the week/month, and share them with the team or management.
In the Tags sentiment section consistent tagging enables you to have a thorough sentiment reporting.
In the Trending feedback topics, you see what themes were posted most by your customers.
For this restaurant the overall experience, food, service,
environment and value were
the hot topics.
In the Most-used feedback channels section, you can see which platform your customers are most active on.
For this restaurant, the most important channels are Google and Tripadvisor.
In the Restaurant choice drivers graph, good tagging means, you can count the number of tags and see the positive and negative sentiment for each particular choice driver.
Finally, in this table, consistent tagging means you can see the evolution of specific tags. 35 people reported having a positive "Experience" in the establishment below. This is down 10 compared to the previous period.
If you have any questions or suggestions, please reach out to us via the chatbox on the bottom-right of your screen. We appreciate your time, and we’ll be in touch as soon as we can!
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