If you don't think that your online reputation Response Rate seems accurate, there's an easy way to check that you and your team actually have responded to all reviews that Loopon has collected during the last 30 days.
Note: The Response Rate on the Reputation tab is based on the last 30 days (rolling, meaning 30 days back in time from today) and only on the management response on online reviews on channels such as Google, Tripadvisor, Booking.com and so on. In order to see all incoming reviews from the last 30 days, perform the following steps on the Feedback tab:
1. Under Data Sources: select Online Reputation only, and click OK. (Untick All Internal Sources)
2. Click on the Filter icon to open the filter section.
3. Select All Recent Messages (30 days) in the Common Searches
4. Check Search Results to see total number of reviews for your hotel during the last 30 days: 129
5. Go through the list of feedback (list starting with review from Manuel) to make sure that they all have a 'Reply from Hotel to guest' (see second image for reference) in the Feedback section
You can also filter on the feedback issues that have already received a management response. This filter quickly gives an indication on how many reviews that have been responded to and by comparing those numbers, you can see if your Response Rate is correct:
6. Scroll down to Type and untick all options except for Reply from Hotel, and click OK to perform the search.
7. Check Search Results again to see the number of reviews that has received a management response: 16.
In this case only 16 reviews out of 129 has received a response which means that if the Response Rate on the Reputation tab is around 12-13%, then it's correct and then there's plenty of room for improvement.