Understanding Review Trends

Review trends help you quickly see whether your scores are improving, declining, or staying steady over time.

Go to the Analytics page on the web, select the Timeline report, choose a review type, and apply any filters, such as date range, to view review trends.

Here's how they work:

What You'll See

• ↑ [Number]%
  Your scores are trending upward

• ↓ [Number]%
  Your scores are trending downward

• = Stable
  Your scores are staying consistent

• —
  Not enough data to show a trend.

How trends are calculated

The Basics

We look at your review scores over time and draw an invisible "line of best fit" through your data points. Think of it like drawing a line through a scatter plot to see the general direction your scores are heading.

What Counts as "Stable"?

Small fluctuations are normal in any scoring system. We don't want to show a trend for tiny changes that don't really matter, so:

1. Changes of less than 1% are marked as "Stable"

2. Changes of 1% or more are shown as trending up or down

For example, if your average score went from 85% to 85.9%, that's considered stable rather than an upward trend.

When Do You See Trends?

You need at least 2 days of review data to calculate a trend. With only one day of data, we can't determine if scores are moving in any direction, even if there are multiple reviews on that day.

More data = more reliable trends. Trends based on many days of reviews are more meaningful than those based on just a few days.

Reading Your Trends

Upward Trends ↑

1. What it means: Your review scores are generally improving over time

2. Example: "↑ 3%" means scores have increased by about 3 percentage points

3. Good to know: Even with an upward trend, individual days might still have lower scores

Downward Trends ↓

1. What it means: Your review scores are generally declining over time

2. Example: "↓ 2%" means scores have decreased by about 2 percentage points

3. Good to know: This indicates an area that might need attention

Stable Trends =

1. What it means: Your scores are consistent with minimal variation

2. Why it shows: Changes are less than 1%, so performance is steady

3. Good to know: Stability can be positive - it shows consistent performance

Things to keep in mind

Trends Show direction, Not absolutes

A downward trend doesn't necessarily mean bad performance - it just means scores are moving down compared to before. You might still have excellent overall scores.

Context matters

1. Recent reviews have the same weight as older reviews in trend calculation.

2. Number of reviews affects reliability - more reviews make trends more meaningful.

3. Time period shown affects the trend - longer periods may show different patterns than shorter ones.

When Trends Aren't Shown

1. Insufficient data: Less than 2 days of reviews

2. No variation: All scores are identical

Questions?

Q: Why did my trend change from yesterday?

A: New review data can shift the overall trend line. Adding just one day of data can sometimes change the direction.

Q: I had one bad day, but my trend is still up. Why?

A: Trends look at the overall pattern, not individual days. One outlier day usually won't change the overall direction.

Q: My scores seem stable, but it shows a trend. Why?

A: Even small changes (1% or more) will show as trends. The system is sensitive enough to detect gradual improvements or declines.

Trends are updated in real-time as new review data comes in. For questions about specific trend calculations, please contact support.