SMS-to-review analytics: how to measure your Google review results
Repto's dashboard shows how many Google reviews your SMS brought in, how many messages it takes to get one review and how your Google rating changes. Every step, from the SMS going out to the review, has its own number, and if you run several clinics, you see each one separately and all of them together.
- How many patients opened the link in the SMS, how many rated the visit and how many left a Google review.
- How many messages it takes you to get one new review.
- How your Google rating and review count change month by month.
- How many 5★ reviews you still need for a higher Google rating.
- Results for each clinic separately and for the whole group together.
How do you know your review requests work?
Repto counts every step of a review request: how many messages it sent, how many patients opened the link, how many rated the visit and how many left a Google review. So you see how many reviews each month of sending brings in.
At every step the dashboard also shows how many patients dropped off, so you see right away where a change is worth trying: in the SMS text, the send time or what the patient sees after rating the visit.
What does Repto count at each step?
- 1
SMS sent
Review requests sent in the chosen period.
- 2
Links opened
Patients who opened the rating page. The dashboard also shows how many did not open the link.
- 3
Ratings on Repto
Patients who rated the visit from 1 to 5, with a breakdown of those ratings. An unhappy patient describes the problem to the clinic first.
- 4
Google reviews from SMS
Google reviews that Repto matched to a specific SMS. How Repto matches them is explained on the review matching page.
What does the dashboard show about your Google Business Profile?
The dashboard shows how your Google rating and review count change and how many new reviews you get each month. It also works out how many 5★ reviews you need to reach the next rating thresholds and how many 1★ reviews would pull your rating down to a lower threshold.
For replies to reviews, you see how many reviews the clinic replied to and how long it took.
To see this, you connect Repto to your Google Business Profile once, in the dashboard settings.
Review requests that keep getting better
A/B tests compare the SMS text and send time on your own clinic's data and check whether the difference is more than chance. The better version stays for good, so test after test you raise the conversion rate of your review requests.
Questions about analytics
How do you measure the results of collecting Google reviews?
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With three numbers: how many Google reviews your requests brought in, how many messages it takes per review and how your Google rating changes. Repto shows all three in the dashboard, along with the whole funnel from SMS to review.
How many SMS messages do you need to send for one Google review?
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About 20 on average: 1,000 SMS sent after visits bring in about 50 Google reviews (data from clinics in Poland). You see your own figure in the dashboard as “SMS per review”.
We have several clinics. Can we see results for the whole group?
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Yes. Repto shows statistics and reports for each clinic separately and for all of them together, so you see right away which one collects reviews fastest.
Can we see who on the team collects the most reviews?
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Yes, if each person at the front desk has their own QR code. The QR code ranking then shows scans, ratings and Google reviews next to each person.
Can we get more reviews from the same number of visits over time?
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Yes, with A/B tests. Repto compares two versions of the SMS, with different text or a different send time, and checks whether the difference is more than chance. The better version stays for good, and the next test can improve it further.
15 minutes to see if it's worth it
It's a short online call, in English. I'll look at your Google reviews and show you the dashboard. Then I'll work out the cost and a forecast: how many reviews you could collect from your visit volume at a typical conversion rate.
Piotr Czupryński
Founder of Repto