Good price for what it offers
November 20, 2015

Good price for what it offers

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ReviewTrackers

We use ReviewTrackers to populate views for 9 restaurants. The managers at each individual restaurant receive daily updates with reviews for the store they manage. I oversee the managers' involvement and ensure that reviews are being responded to in a timely manner. We respond to all reviews 3 stars or fewer, and sometimes respond to the 5 star reviews to thank the guests for their review. I am the main person responding to the reviews and coordinating with the managers as to what, if anything, we will offer the guest as a gesture.
  • Sends us daily, weekly or monthly reports, based on the users' individual preferences
  • Reports reviews across several review sites in one dashboard.
  • I would prefer an email alert that is easier to view. For example, post the review sites' logo to easily see what site the reviews are coming from.
  • The reports are very stark. They could use some color and images to break up the text. When we are viewing reviews for 9 restaurants every day, it gets hard to differentiate between the locations and sites.
  • Positive. It saves me time by having all of the reviews in one spot rather than tracking the review sites myself.
  • Positive. It allows the managers to monitor guest's experiences on a daily basis. It's nice to know what we are doing well and where we need to improve.
  • New Brand Analytics
New Brand was a LOT more expensive and really didn't provide much more than what Review Trackers does. They did, however, have a "heatmap" that highlighted popular words used in reviews. That was helpful to see a snapshot of what types of things people are reviewing on our restaurants. They lost their contract with Yelp towards the end, but didn't offer us any sort of discount for no longer pulling Yelp reviews for us. That was the last straw. We get a ton of Yelp reviews, so having to find those ourselves while still paying top dollar for the platform was ridiculous.
14 - 9 are restaurant managers
4 are owners of the company
1 is me, the Marketing Director
Some key questions would include how many users need to view the reviews, what functionality is given to the various users and how often the reviews need to be delivered. Those were important options for us in choosing this platform. Knowing we could customize the reports for each user was a nice feature.