Emailed Feedback Reports: An Introduction

Venga Feedback Reports deliver information and analysis about the feedback guests are leaving for your restaurant directly to your inbox.

In this Article:

The Daily Feedback Report
The Weekly Feedback Trend Report
Negative Feedback Alert
How do I get Feedback Reports?

The Daily Feedback Report

  • The Daily Feedback Report is a daily digest of reviews received the previous day.
  • The top of the report displays Summary Stats for the reviews contained in the report, including average rating, total number of ratings, and the number of ratings of 3 stars or fewer.
  • The detail for each review displayed in the Daily Feedback Report contains the overall rating as well as the full text of the review. Each review contains a direct link to the dashboard and the original review site (when applicable).
  • The Daily Feedback Report will not be sent if no reviews are left for the restaurant the previous day.
  • Daily Feedback Reports can be sent for an Individual Location, a custom Subgroup, or for the Entire Restaurant Group.
  • See an Example

To begin receiving the Daily Feedback Report, ask your Venga Admin to assign you the report in Admin Tools.  

Learn More: Respond to Reviews Directly from the Dashboard | Respond to Reviews Outside the Dashboard Consolidate a User’s Daily Feedback Reports | Assign Users Report and Dashboard Access

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The Weekly Feedback Trend Report

Learn More: Consolidate a User’s Feedback Reports

To begin receiving the Daily Feedback Report, ask your Venga Admin to assign you the report in Admin Tools.

Ratings Summary

  • The header of the Weekly Feedback Report contains the summary results for the week, displaying the average score for the week’s reviews, the total number of reviews, and the score distribution for the week.  

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Ratings By Category

  • The Ratings By Category table displays the overall rating and individual category ratings for each report location. The table also displays the averaged overall rating for the previous 12 weeks.

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Ratings Trend

  • The Ratings Trend graph illustrates changes in review ratings over time. Each rating category is mapped in a distinct color, and each dot on the graph represents the weekly rating for the corresponding category and week.
  • The data points displayed on the Ratings Trend graph represent a 4 week moving average. The moving average gives a better idea of the overall trend by smoothing out the larger swings that you see when you use a week over week score. 
    To calculate the moving average, Venga takes the score from the current week and averages it with the scores from the previous three weeks. 

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Year over Year

  • The Year over Year graph compares review category ratings for the prior week to the same week last year, the previous 4 weeks, and the same 4 weeks the previous year.
  • The term Same Week Last Year refers to the same week in the 52 week yearly calendar. It does not represent the exact same 7 calendar days as the previous year.

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Ratings By Source

  • The Ratings By Source chart displays the distribution of ratings received for each location in the report.
  • The first number in each displayed result is the average review rating. The number in parenthesis is the number of reviews received.

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Sentiment Grades

  • The Sentiment Grades table displays the letter grades for each location across the sentiment categories of Food, Service, Beverage, Atmosphere, and Value. The grade for each category is displayed, as is the number of related words mentioned for each category.
  • The same information is found in the Sentiment section of the Feedback dashboard.

Learn More: Feedback Dashboard Tips and Best Practices | Venga Sentiment Analysis with IBM's Watson

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Key Terms

  • Key Terms are the words in the text of a review that contribute to the sentiment scores in the Sentiment Grades table.
  • The color of the box surrounding the word indicates the sentiment of the word. The shades transition from the Bright green of highly positive to the Bright red of highly negative based on the word’s sentiment score.
  • Key Terms are identified by Venga Sentiment Analysis, using IBM’s Watson.

Learn More: Venga Sentiment Analysis with IBM's Watson


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Response Rate (3 Stars or Fewer)

  • The response rate table displays the percent of reviews received in the past week to which team members have responded.
  • Reviews with 3 stars or fewer that include reviewer comments are used to calculate response rates.
  • Reviews for which a response cannot be left are not counted in the response rate.

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Response Rate Trend

  • The Response Rate Trend graph displays the percent of reviews to which team members have responded over the prior twelve weeks.
  • Reviews of 3 stars or fewer that include comments are counted in the response rate.
  • Reviews for which a response cannot be left are not counted in the response rate.

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Negative Feedback Alert

  • If you receive a Venga Feedback Survey or Google review with a score of three stars or fewer, or a Facebook review that is "Not Recommended", an alert is sent out as soon as Venga receives the review, so guest recovery can begin immediately. Note: Google and Facebook pages must be integrated into the dashboard in order for Negative Feedback Alerts to be generated. Integrate your pages.

See an Example

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How do I get Feedback Reports?

  • Venga Users - Contact someone on your team with Admin Privileges ask to be assigned to the report(s) for your location(s). Senior/Corporate managers often have Venga Admin Privileges
  • Venga Admins - Assign users report access from the Users or Reports menu in Admin Tools. Learn how in the Assign Users Report and Dashboard Access article.

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