How to Understand ClearSay Business Analytics

ClearSay business analytics help you review customer-feedback trends and understand how your public trust profile is developing.

Step 1: Open Business Analytics

Visit ClearSay.co.uk, sign in and select Business Analytics from your dashboard.

Step 2: Choose the correct business and date range

Confirm that you are viewing the correct profile. Select a useful date range, such as the last 30 days, 90 days or year to date.

Step 3: Review total reviews and average rating

Total reviews shows the volume of feedback received. Average rating summarises the ratings during the selected period or across the profile. Read both together; an average based on only a few reviews needs context.

Step 4: Check rating distribution

Rating distribution shows how many reviews fall within each level of the 0–5 star scale. Look for patterns rather than focusing only on one review.

Step 5: Review sentiment and common themes

Where available, sentiment tools can help identify repeated positive points, complaints or service issues. Use these as prompts for investigation, not as a substitute for reading the original reviews.

Step 6: Check invitation performance

If your plan includes review invitations, compare invitations sent, opened and completed. A low completion rate may indicate poor timing, an unclear message or an incorrect link.

Step 7: Turn the information into action

Record one or two practical actions from each reporting period, such as improving response time, updating customer communication or recognising a consistently praised service.

Use analytics responsibly

• Do not use analytics to pressure customers into changing ratings.
• Do not treat a single negative review as a complete performance measure.
• Compare similar time periods.
• Discuss trends with the relevant team.
• Respond to the underlying customer issue, not only the public score.