In this post, we'll cover how to set up an automated leaderboard to calculate how many reviews each member of your staff is collecting over a given period, the average rating of their reviews, etc.
What we're aiming for
Here's the report you'll get at the end of this 5' tutorial.
A nice clean table broken down by keywords, which sits on your dashboard, where you can apply all the usual filters.
If your staff knows to get their first name mentioned in their reviews, this will basically replace the spreadsheet which you fill in every month by counting reviews on Google.
Lenny (our AI) will automatically find their name and attribute each review to the right team members.
Step 1. Creating team members
There are two ways to import your team on Reviewflowz. You can either create each team member on Reviewflowz yourself, or send us an excel file with the list of the team members you'd like us to import.
If you want us to import team members for you, click "Contact us" in the left sidebar, and we'll be able to help.
To start adding your team members to Reviewflowz yourself, head over to the Review Owners tab in your settings, and click "Add your first team member".
You'll be taken to a form that looks something like this
First name is mandatory. It's the only mandatory field.
Last name is optional. We recommend including last names to help Lenny identify your team members properly, especially if multiple members share the same first name, or nickname.
You can optionally link a team member to a reviewflowz user.
Nicknames and variations are a way to help Lenny match reviews to their rightful owner. In general, Lenny is really good at matching words that sound the same and won't get fixated on spelling. However, it can help to give it clear nicknames when they sound too different. For example, Lenny will definitely match Kris & Chris, but might have trouble matching Kris & Christopher.
In general, we recommend keeping the nicknames to the obvious ones at the beginning, and adding them gradually when you see cases Lenny should have caught. A good way to identify nicknames you need to add is to ask Lenny to process past reviews.
❗️Make sure the nicknames you create are unique to avoid confusing Lenny with a nickname that can be assigned to multiple members.
Step 2. Attributing reviews to team members
Once you've created at least one review owner, Lenny will automatically assign future reviews to the right team member. There's nothing more you need to do.
If you want Lenny to process all your past reviews as well, you can click the "Attribute past reviews" button. This will prompt Lenny to take a look at all your past reviews, and assign each review to their rightful owner.
Once the attribution is completed, you'll receive a notification in the application. You'll also be notified by email.
You can now head over to your review list. You'll find a dedicated filter called "Review Owner" with the list of your team members, and a couple of options.
Unassigned: Lenny didn't find a team member mentioned in the review.
Pending AI validation: This means Lenny thinks it found a match, but isn't 100% sure and needs you to confirm or reject the attribution.
In this example, Lenny found "Katerina" in the review and figured it is most likely a mention of a staff member called Kathryn.
If you're not sure why Lenny attributed a review to a member, you can click the "Why?" link to get more details.
You can confirm or reject the attribution. In this case, we'll likely confirm – unless someone on the team is actually called Katerina.
💡 Lenny can sometimes have multiple owner attribution uncertainties. For example if two team members share the same first name, Lenny will ask you to confirm whether this was meant for one or the other. Confirm or reject the first suggestion, and Lenny will show you the next suggestion. This also means that when Lenny is showing uncertainty, it might have matched other members with certainty.
When a review is assigned to multiple members, you'll see something like this.
At any point, on any review, whether it's assigned or unassigned, you can change who the review is assigned to. Click the pencil that appears when you hover the assignee name(s) and you'll be able to select or unselect any team member from a dropdown list
That's it! Simple as that!
Step 3. Create a leaderboard
To create a leaderboard, we're going to need to create a "Custom report".
In the left sidebar, click "Reports", and then "Custom reports". Then click "Create a new report".
You'll land on the custom reports builder. It basically works like pivot tables on Excel.
Chart Type: Select Table for now
Dimensions: Select "Review Owner"
Metrics: Select # positive reviews ( 4 and 5 stars ), # negative reviews, and average rating.
This is the report you get
Click any column header to sort by that column. By default, our reports are paginated over 20 rows.
You can download that report as an excel file, or add it to a dashboard.
This way, everyone can access your leaderboard, and use the filters they want from the default dashboard, or from any custom dashboard.
Step 4. (Optional) Send the Leaderboard to your team
A little bit of friendly competition never hurt anyone.
More importantly, your team can't really improve if they don't know how they're doing. Simply sharing who's doing well, and who can improve is a very powerful way to move the needle in your review collection efforts.
Now that you've created a leaderboard custom report, it's super easy to send it to your team.
Start creating a new automation flow (Automations > New automation) and select "Reports"
You'll land on the report automation builder.
Channel selection: Select where you want to send your reports. You can send custom reports over email, and on Slack.
Report type: Select how often you want to send your reports: Daily, Weekly, or Monthly.
Report date & time: Select when you want the report to be sent.
Custom reports: Select what reports you want to send, and what date-range you want to apply.
Click "Save" and you'll be prompted to Activate the automation flow.
Activate, and you'll start sending out the report the next time your date & time conditions are met!