Use HootSuite to Monitor Reviews

HootSuite announcement

Over the past few months, businesses big and small have asked us, “Does Reputology monitor social media like Twitter and Facebook???”

At the time, our answer was “No”.  And now… Well, our answer is still “No”.  But…

HARK!  Powered by the new Reputology app, HootSuite can track online reviews on all the major review sites, including Google+ Local, Foursquare, Yahoo Local, Citysearch, Yellowpages, Urbanspoon, Opentable and more.  

No need to log in to yet another dashboard.  Now, you can monitor reviews in HootSuite along with other social media.  Key features:

  • Monitor reviews for all major review sites, for multiple storefronts, all from one place.
  • Customize each stream by rating, review site, and location.
  • Track how reviews are followed up with by assigning a “status” to a review.
  • Not only monitor reviews on general business directories.  Also monitor industry specific review sites for restaurants, hotels, auto dealers, health professionals, etc.  (You name it, Reputology can track it).

Showing is better than describing.  Check out the screenshots below.

Screenshot #1: Monitor reviews with all your social media channels in HootSuite.

 

hootsuite screenshot 1

Screenshot #2: Customize a stream however you want.  Create multiple streams, too.

 

hootsuite screenshot 2

Getting set up is easy.  Here’s how you can start monitoring your online reviews in HootSuite:

  • Already a HootSuite user?  Use this link to Install Reputology now.

  • If you don’t have HootSuite account, sign up here to install Reputology

Minnesota Nice

Hey y’all.  Some of you may have caught me on Minnesota Public Radio this morning sharing a “shallow” dive analysis on Minnesota restaurant reviews and why they rate higher than the other metros from our regional analysis (see blog post titled We Made It to Regionals!).  At the time we  wrote the regional analysis, we didn’t have any good hypotheses for why Minnesota restaurants came out on top.  But after more snooping around, we found some evidence that points to a little bit of “Minnesota Nice” influencing the reviews.  (For those of you who are not familiar with the phrase, it describes stereotypical behavior of native Minnesotans to be courteous and mild-mannered).  Here’s the “shallow” dive analysis shared on the air.

Passive Aggressive Behavior, Quantified

The Minnesota Nice stereotype encompasses passive aggressive behavior.  Ya know, “I really liked your blahblahblah, BUT maybe next time you can meeglemorf instead?  Just a suggestion!”  Or something like that.  So one hypothesis is that maybe Minnesotans don’t give lower ratings out of politeness, even though they do have complaints.

To check this out, we did a quick count of reviews that contained conjunction words like “but”, “although” and “however” that would suggest a critique was on its way after a compliment, and we did this for 3 (out of 5) star reviews because those seemed like they could have been rated lower had a tougher critic been writing the review.  For Minnesota, 58% of 3 star reviews contained at least one of those words.  For Georgia, Massachusetts and Los Angeles, that number was 48%.  Passive aggressive, indeed.

Non-Minnesotans Give Lower Ratings to Minnesota Restaurants

A spot check of the Yelp reviews for 15 Minnesota restaurants showed that non-Minnesotans rated those restaurants lower — an average of 3.27 out of 5 stars versus 3.4 overall.   Now, 15 data points is not a lot of data, and 0.13 is not a huge spread.  But it points the same way as the other analyses — Minnesotans leave higher ratings.  And it takes away from the argument that Minnesota restaurants in our regional analysis were simply better than those in the other metros.

Cultural differences is probably not the only factor accounting for this spread, but it’s our best (or at least most interesting) guess at this point.  Perhaps an analysis of Massholes is our next step? 😉

State of the Review

Welcome to the Reputology blog!  To kick things off, we present to you the “State of the Review” – an in-depth analysis of online reviewer behavior based on 1,500+ reviews for 350+ restaurant locations who we’ve been monitoring.  

You might think that online restaurant reviews are simply a function of the reviewer’s opinion on food, service and atmosphere.  But we found biases by the review site itself, size of the business, restaurant type, and even cuisine.  And the biases seem large enough to have financial implications.  So along with the results, you’ll find some commentary and hypotheses about why the biases exist and what it means for the business.

Before we delve deep into the juicy details, let’s establish some baseline facts:

avg # of reviews per week 3-29-2013

overall rating distribution 3-29-2013

The average restaurant receives about 1 new review every week.   Though the majority of reviewers give good ratings, on average, over 1 in 3 of those reviews is lukewarm if not flat out negative, i.e. 3 stars or less.

Contact us for a PDF copy of the entire “State of the Review”.