When downloading or subscribing to the GS report, the email you receive will have an attached Excel spreadsheet. After opening your GS Report spreadsheet (using Microsoft Excel) you'll see the initial report tab, called "GS Overview." At the bottom of your spreadsheet, you will see a list of the other tabs available in the report. Each GS Report tab has a standard header that includes the tab name, the Revinate Account Property name, and the date period.
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GS Report overview
The GS Overview tab contains an overview of key performance metrics.
- The top left table includes current period performance and competitive and Goal benchmarks for key metrics.
- The pie chart shows the distribution of reviews across top review sites.
- The "Competition Overview" table provides a useful comparison of your property relative to those in your competitive set.
- The "Review Rating Detail" table displays detailed review ratings for your property.
Please note the rank located in the Review Rating Detail. This rank is called your "Comp Rank" and is based on your performance compared to the competitive set (CompSet) average. For example, for “Overall” your property A scored 4.1, and your 5 comp set hotels score 4.2, 4.0, 3.96, 3.87, 4.05, and 3.76. The comp rank would be #2, because Property A's score is higher than 4 out of 5. Property A's ranking is based on your hotel and your comp set's individual performance in each metric.
Review Analysis
The "Review Analysis" tab of GS Reports allows you to quickly see how you are performing across 5 key metrics over time:
- # of Reviews.
- Review Rating (the average star rating of all reviews).
- Category Ratings (the average rating of the main components of a review).
- Positive Reviews (the percentage of reviews with a 4+ star rating).
- Recommended (the percentage of reviews where reviewers say they would recommend the hotel).
In addition to reporting performance across these five key metrics, this tab also benchmarks performance against your CompSet, and your custom goals. CompSet data is the aggregate of all the specific competitors for each of your properties. Your account administrator sets your goals within your Revinate account.
Sentiment
The Sentiment Analysis report provides you with a clear and detailed look of your sentiment performance over time, allowing you to measure the performance of each aspect of your operation and even identify problems that traditional guest satisfaction systems often miss.
The data is presented in 4 time periods: This Month, Last Month, Last 3 Months, and Year to Date. The report indexes your sentiment against your CompSet in the following areas:
- Categories (topics tracked within Sentiment Analysis)
- Trending Positive (10 most popular topics with a positive mention)
- Trending Negative (top 10 topics with a negative mention)
- Favorites (topics that are flagged as your favorite)
Review Responses
The Review Responses report covers the same data for 2 time periods: This Month and Last Month. For each time period, the report covers:
- Reviews (number of reviews)
- Response (count of reviews from sites that allow responses)
- Coverage (coverage data, provided for all reviews and broken out by review count, shows the percentage of reviews that received a response)
- Goal (percentage goal set for review responses)
- Attainment (the percentage of the goal met, not meeting or exceeding goal). The attainment percentage numbers are colored green if the coverage is higher than the goal, and red if not meeting the goal.
- Comparison to CompSet: reviews, response count & coverage
We break down coverage by star rating because many of our customers have successfully implemented strategies that aim to respond to different percentages of reviews based on their star ratings. So, for example, a brand may mandate that a high percentage of 1 and 5-star reviews receive a response, with a smaller percentage of neutral reviews requiring responses.
TripAdvisor's Popularity Index
The TripAdvisor Popularity Index incorporates Traveler Ratings to determine traveler satisfaction. This index has proven to be a key factor in consumer decisions, so we've made it easy for you to view a Popularity Index report that shows:
- A line graph of your property's ranking against your CompSet, over time.
- A breakdown of your ranking against your CompSet on a weekly basis
- The ranking change in percentage- green indicating a positive change and red indicating a negative change
Social Media Accounts
The last report is the Social Media Accounts report which provides you with a deeper look at the social media accounts you have linked with Revinate. The data collected in this report will show your stats for X and Facebook for this month, last month, 2 months ago, the last 3 months, and year to date.
The data covers:
- Number of X updates
- Number of X followers and the change in that timeframe
- Number of people you are following on X and the change in that timeframe
- Number of Facebook updates
- Number of Facebook Fans and the change in that timeframe
Glossary
The final report tab, "Glossary", contains several helpful explanations for the report. If you should ever have questions about the report, first check the Glossary. If you can't find what you need, please contact us (support@revinate.com). We're here to help.
We hope you find GS Reports valuable. As always, please let us know if you have any feedback or suggestions.
Note on Competitor Information
Two properties might see different information even when they have identical Competitor Sets. This happens because properties might be on different review sites and Revinate takes that difference into account. The GS report only consolidates competitor information from the review sites covered for that property.
Here's a scenario to help you understand it better. There are two accounts set up with the same competitors in Revinate.
Hotel ABC has this list of review sites under its site coverage:
- Tripadvisor
- Booking.com
- Hotels.com
- Expedia
- Ctrip
- Dianping
Hotel Spa XYZ has this list of review sites under its site coverage:
- Tripadvisor
- Booking.com
- Hotels.com
- Expedia
So, Hotel Spa XYZ does not have Ctrip and Dianping under its site coverage.
Based on the review sites listed in each property's coverage, the comp set's reporting for Hotel ABC will follow the site coverage mapped in Hotel ABC's. The same thing applies - the comp set's reporting for Hotel Spa XYZ will follow the site coverage mapped in Hotel XYZ's.
Because of this difference, the overall scores for the metrics will roll up differently.
Helpful definitions from the GS report
Comp Set – The average of those properties that comprise your competitive set.
Comp Index – Can be thought of as "Market Share." If a Comp Index is over 100, it means that the metric's value is above that of the competition.
Comp Index = (My Value) / (Comp Value) * 100
Review Share – The percentage reviews received by the property (or group) out of all of the reviews received by the property (or group) and its competitors.
Comp Rank- Comp rank is based on your performance compared to the comp set average. For example, let's say for Overall, Property A scored 4.1, and your 5 comp set hotels score 4.2, 4.0, 3.96, 3.87, 4.05 and 3.76. The comp rank would be #2, because Property A's score is higher than 4 out of 5. Property A's ranking is based on your hotel and your comp set's individual performance in each metric.
Recommended Reviews – Those in which the reviewer answered positively to the review form question, “Would you recommend this hotel.” Data only from those review sites that specifically ask this question in their review forms are included in the calculation of these statistics.
Review Ratings – Most review sites use a 1-5 star scale for overall review ratings. If a site uses a different scale, Revinate normalizes the ratings into the standard 1-5 scale. Some sites, such as TripAdvisor, allow reviewers to include more rating details, such as cleanliness, value, etc. Revinate normalizes these category ratings from across the sub-set of sites that include them to produce our detailed category ratings data.
Example:
- HolidayCheck, which is on a 1-6 scale originally. So, this is a 6-point scale, which we want to convert to a 5-point scale. We take 6 and divide it by 5 and get 1.2. So for each original rating from HolidayCheck, we divide it by 1.2 and display that in Revinate. So a rating of 6 gets divided by 1.2 to get 5 in Revinate - both are the highest scores for each rating scale. Then a rating of 5 on HolidayCheck will be divided by 1.2, to get 4.16 in Revinate.
- For Google + Local, they use a 4 point system based on 0=poor to fair, 1=good, 2=very good and 3=excellent. Revinate hard-mapped Google's lowest rating, 0 rating (poor to fair) to the lowest star rating on Revinate. The highest rating on Google, 3 (excellent) is mapped to Revinate's highest star rating, 5. We normalized the other values in between by 1.33 equal increments. Therefore, the breakdown is: poor to fair =1, good =2.33, very good =3.67 and excellent =5.
Popularity Index Percentile - The Popularity Index percentile is calculated as [1 - Property Rank/Market Size]. While it's a great way to compare the performance of properties in different sized markets, it's important to realize that the smaller the market, the larger the percentile ranges. For example, a property ranked #1 in a market of 100 will be in the 99% percentile, while a #1 ranked property in a market of 2 will be in the top 50%.
About Review Response data:
- Public responses are the responses found live on each site and are actually visible in your Revinate account. Private responses are not counted.
- Please allow 1-10 business days for sites to process responses. Processing times can vary by site.
- If you have not received any reviews from a given site, it will not be shown and counted in your Scorecard and in your GS report.
- Reviews from review sites that allow responses and have just rating scores but no review content, are included in the review counts.
- Public responses from the following sites are counted: Expedia, Hotels, Google, TripAdvisor, Travelocity, Qype, HRS, Zoover and Rakuten.