How to get there
To get to a community page, you can click on its name from alerts within the Newsfeed, or by selecting Communities from the menu in the top right then selecting a specific community from the list.
How to interpret
Underneath the community name, you'll see the current community score and rating, and, if applicable, the review score (this is an aggregation of all historic review data we have for this community).
The first page you'll see when clicking on a community breaks down the data related to that community into:
Reviews: a summary of any reviews customers have left for the community [Note this is only available if you are sending this data source. Please get in touch if you'd like to discuss how to do this].
Complaints: anything our models identify in your data as a complaint
Risks: anything our models identify as physical or safety risks to the community
Escalations: a need to escalate can be due to the seriousness of the issue, risk or customer frustration
Summary: an overview of the themes in the community
Use this page and the community score as a way of quickly getting up to speed with what's been going on in the community.
💡Tip: Note that the data on this page will show data relating to either the last 30 days or the last 7 days, depending on what time filter you have selected.
Clicking the Share button at the bottom will offer you two options:
Copy: this copies the text to your clipboard so that you can paste into your chosen form of communication: this can be useful if you want to send it in an instant messenger or use it as part of a report.
Email: this will open your chosen mail provider with the text already contained in the body of the email. Use this if you just want to quickly share the information with a colleague.