Understanding Your Analytics

Key Metrics

• Average Rating: average star rating from actual reviews (comments don't have ratings)
• Reviews & Comments: everything published in the selected period, across all platforms
• Response Rate: percentage of items you've replied to
• Typical Response Time: the median time from a review or comment being published to its first reply

Comparing with the previous period

Under each metric is the change against the matching earlier period. The dates it uses are shown under the period filter.

• This Week: the same days of last week, up to the same time
• This Month: last month up to the same day, so the 1st to the 8th is compared with the 1st to the 8th. On a day last month did not have, such as the 31st, it is compared with the whole of last month
• Last Month: the whole month before it
• Last 3 Months and Last 12 Months: the 3 or 12 months before
• Custom: the same number of days just before your range

All Time has nothing before it, so it shows no comparison. A rating change is only shown when both periods have star ratings.

The arrow shows which way the number moved. The colour shows whether that is good news: a response time that falls is shown in green.

Trends

Three charts show how things changed across the period: by day for short periods, by week for a few months, and by month for a year or All Time. Days are cut in your own timezone.

• Rating: the line is your overall rating at each point, counting every rating up to then, including those before the period and, when you are looking at the whole business, any earlier reviews you entered by hand. The dots are the average of the reviews in that day, week or month alone.
• Volume: reviews and comments published, not counting replies inside a thread. Reviews you entered by hand have no date, so on All Time they are in the totals but not in the bars, and the chart says how many.
• Sentiment mix: the share of positive, neutral and negative items. Anything the AI has not scored yet is left out.

The first and last bars can cover only part of a day, week or month. Hover a bar or point to see the numbers, or use Show as table to read them all at once.

Response time

The Response time card shows the typical (median) time to a first reply, how long the slowest 10% took, and the share answered within 24 hours. It counts replies recorded in Dinopix, including ones written directly on Google or Facebook that sync back. Editing a reply later does not change it.

Waiting for a reply

This card counts everything without a reply right now, grouped by how long it has waited: today, 1 to 7 days, 8 to 30 days, and over 30 days. It ignores the period filter, because it is about what needs doing today. Click a row to open exactly those items on the Reviews page.

Topics

The Topics card counts what reviews and comments are about: staff and service, wait times, price and value, quality, cleanliness, booking and communication, location and parking, delivery and installation, results, facilities, website and online, billing and refunds, range and availability, and other.

Each topic carries its own tone. "The staff were lovely but parking was a nightmare" counts as positive for staff and service and negative for location and parking, so a mixed review does not hide a complaint.

• Mentions: how many items mention the topic, and what share of the analysed items in the period that is. A review can mention up to three topics.
• vs before: the change against the comparison period. More complaints marks a topic with at least two negative mentions and more than before. Both appear only once nearly all the reviews in both periods have been analysed, so a period that has not been analysed yet cannot make every topic look new.
• View and negative: open the Reviews page filtered to that topic and period, or to just its negative mentions. You can also pick a topic from the filters on the Reviews page.

Topics are tagged by AI at the same time as sentiment, for new reviews as they sync. Older reviews are tagged when the history is analysed; until then the card says how many are still waiting. Topics are on the Growth plan and above.

Rating forecast

The forecast shows how many more 5-star reviews it takes to lift your overall rating to the next tenth, to 4.5 and to 4.8, and roughly how long that would take at your pace of 5-star reviews over the last 90 days. It also shows what a single 1-star review would do. It uses your rating across all time, whatever period is selected (so it shows even for a period with no reviews), and on a platform tab it uses that platform alone. The counts are exact for your reviews in Dinopix; Google shows its own rounded figure and may count reviews Dinopix has not imported.

Scores by location

With more than one listing, this table rates each one separately, lowest first. The trend line shows each listing's rating week by week or month by month across the period, and the rank shows where it stands by rating (#1 is the best) and how many places it moved since the comparison period.

Team

On the Overall tab, the Team card shows, for each person, how many reviews they answered first in the period from Dinopix (by hand or by approving an AI draft), how quickly they did it, how many of those were within your response target, and the reviews assigned to them now. The target is 24 hours unless an owner or admin changes it on the card.

Credit goes to whoever replied first, and stays there: editing a reply later, in Dinopix or on Google, does not move it. Below the table, every first reply in the period is accounted for: by this team, by others in Dinopix (client guests, or people no longer on this business), sent automatically, or written on the platform or before Dinopix recorded who replied.

Owners and admins see the whole team. A member sees only their own row, titled Your replies. Client guests do not see it.

AI replies

When AI reply drafts are in use, owners and admins also see what happened to the drafts created in the period: approved by a person, sent automatically, reached the platform, waiting, discarded, blocked by your "never say" list, or replied to another way, and how long a person typically takes to decide.

Scheduled reports

On the Scale, Agency and Enterprise plans, a business can send a short report every week or every month: the rating, how many reviews and comments came in, how many were replied to and how quickly, what customers talked about, and any locations below the business's average, with a link to the full Analytics page. Owners and admins switch it on in Settings > Notifications > Scheduled reports and choose the day, time and timezone. A weekly report covers the 7 days before it is sent; a monthly one covers the previous calendar month. If a send is missed, it goes out within the next two days.

Reports go to the Email recipients · Scheduled reports list on the same page, which is separate from review alerts, so you can send them to a client or manager who does not need every review. New recipients confirm their email first, every report has a one-click link to stop receiving it, and replies go to the business owner. On the Agency and Enterprise plans, the report and the PDF export carry only the business's own name and logo; the links in the email still lead to Dinopix, to sign in and to unsubscribe.

All businesses

If you can see more than one business, Compare all businesses under the Analytics title opens a table of every one side by side for the period you pick: rating and its change, reviews and comments, replies, typical reply time and how many are waiting now. Click a column to sort it with the ones needing attention first, click a business to open its Analytics, or export the table as a CSV.

Saved views

On the Scale, Agency and Enterprise plans, use Save this view in the period bar to keep the current period, location group and platform tab under a name, and pick it from Saved views next time. Saved views are shared with the business's team; whoever saved one, or an owner or admin, can delete it.

Sentiment Analysis

AI analyses every comment and review to classify it as Positive, Neutral, or Negative. This is shown as percentages in the sentiment breakdown.

AI Sentiment Insights

On the Overall tab, the AI Insights panel provides a summary of trending themes: what customers are praising, common neutral topics, and areas of concern. It also gives an actionable recommendation.

It covers the period and location group you have selected, and uses the topic counts as well as a sample of the newest items. Each period keeps its own summary. Opening the page or changing the period never creates one by itself: click Generate insights the first time, and Refresh to update it. A staleness indicator shows when it was last updated.

Date Filters

Use the period filter to view analytics for This Week, This Month, Last Month, Last 3 Months, Last 12 Months, or a custom date range.