Your rating looks pretty well. This score shows that you are treating your company image seriously, there are areas of your image that could get better. If you want to know how to improve your performance click the button below.
Learn moreAnalysis details
Duration
1 min
Date
13/11/2023
Learn more about Rating Captain
Result details
Visibility
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Visibility variable always considers all profiles.
Number of profiles
33%
Complete information
100%
Trust Analysis
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Matrix analysis
B
Class
Fresh reviews last quater
25
Quality of reviews
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Replying to reviews
0%
Customer feedback
30%
Tone of expression
90%
Your profiles
google
PetSmart
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Main complaints
Artificial intelligence analyzes negative comments to give you a better understanding of what can be improved. This module shows the percentage of negative reviews that relate to three important aspects of ecommerce operation - product quality problems, delivery problems, customer service problems. The results of a given category mean the percentage of all negative responses, e.g. 43% for customer service means that 45% of all negative responses refer to the quality of customer service.
Product
33%
Delivery
0%
Customer service
33%
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Google competitors
This data is based on categories provided by Google and can be confusing (we don’t have any control over it in beta version). It is only intended to sketch where you are in the context of the competition.
We couldn't find any data
Keywords
The keywords provided are not subject to semantic analysis and can be confusing. They are displayed based on their frequency of occurrence.
if i needed a
if i needed a
customers in front of
customers in front of
did not ask
did not ask
back smelling like she
back smelling like she
dispute the charge with
dispute the charge with
never used
never used
Visibility
Result details
Visibility
Number of profiles
Complete information
Trust Analysis
Quality of reviews
Number of profilesLearn more
1
/3
Profiles
This number shows how many profile you are using. It is important to be visible for your audience. Our research shows that you should be visible at least on three platforms including Google.
It could be better.
One or two profiles is not enough to give your customers chance to hear their voice. Please read the article to improve your performance.
PetSmart
Complete information
Learn more
This data inform how well your profiles are filled up. The greater the degree of completion of the profiles, the more convenient the client is.
Super!
You can have some gaps here and there, but we can see that you try to be transparent for your customers. If you need more information about these statistics please read the article to improve your performance.
1/1
Name
PetSmart
1/1
Description
PetSmart
1/1
Localization
PetSmart
1/1
Multimedia
PetSmart
1/1
Contact
PetSmart
Trust Analysis
Visibility
Result details
Trust Analysis
Trust matrix
Fresh reviews
Quality of reviews
Trust matrix
Learn more
Class
B
Nice score!
You have really nice reviews to rating ratio. Still there are some improvements possible.
Reviews - Nice result.
You should work on the amount of reviews. The more reviews, the more you know about your customers. Please read the article and learn how to improve your performance.
Rating - Really nice score.
This result shows your customers that you run a credible business. Nevertheless, it can be even better. Please read the article and learn how to improve your performance.
Rating
4.2
Reviews per profile
115
Detailed data about rating and reviews
Star rating over past year
Quantity of reviews over past year
Fresh reviews per profile
New reviews last quarter
25
Learn more
This is a very good result!
Your customers are active so you can see how they treat your business.
Quality of reviews
Visibility
Trust Analysis
Result details
Quality of reviews
Trust matrix
Fresh reviews
Replying to reviews
Learn more
Responses
Our research shows that it is good practice to respond to all comments. We assumed that the response to 30% of all reviews is the minimum that a business who cares about customer experience activities should meet.
You should work on it.
Try to respond to your customer's feedback. Even on the positive ones. Please read the article and learn more.
Time of response
No responses
Don't you respond?
You have to respond to reviews. It is very important to communicate fast and clear with your customers. Please read the article and learn more.
Detailed data about replying to reviews
Percent of responses over past year
Customer reviews
Learn more
Average amount of text
271
letters
It could be better.
Longer reviews mean more trust in your future customer's eyes. Try to work on this a little more. Please read the article and learn more.
Number of reviews without text
81
reviews without text
This indicator shows the percentage of reviews with no text (where a customer gave a star rating but didn't write anything). Our analysis shows that your credibility increases if at least 50% of ratings have text.
Work on it.
You have huge amount of reviews without text. High rating is not enough for aware customers. Please read the article and learn more.
Multimedia – UGC
Yes
2 rewiews
with photos
Not only words.
Sometimes an image is more valuable than thousands of words. Try to encourage your customers to leave some videos or photos to give other social proofs. Please read the article and learn more.
Tone of expression
Learn more
Impact of negative reviews
Most customers look at negative reviews about your store first. Having negative reviews isn't a bad thing - it indicates your business is trustworthy and ratings and reviews aren't being bought. According to our research, the range of negative reviews between 2.5 and 7.5% has a positive effect on the image of the business.
Too much negative reviews.
You have to encourage your happy customers to leave a comments. Please read the article and learn how to do it.
Sentiment
positive
neutral
negative
It could be better.
Your customers are divided. There are some things you can do to improve these results. Please read the article and learn more.
I'm disgusted by their doggie day care rooms. The one for small dogs has NO windows. Neither do they get fresh air. Very sad. I feel terrible for these dogs, what type of owners leave them here.
I'm disgusted by their doggie day care rooms. The one for small dogs has NO windows. Neither do they get fresh air. Very sad. I feel terrible for these dogs, what type of owners leave them here.
Bad experience. During adoption week, their adoption person doesn't come in til 1:30pm (whatever). I hung around for 2 HOURS to adopt a specific cat, only to have the adoption lady walk up with a customer who JUST ARRIVED and promise him that she would hold it for 1 day, AGAINST PETSMART POLICY (how do I know? She SAID SO TO HIM). Add to that their pitiful toy and accessories selection...the store is filled with food, and little else.
Bad experience. During adoption week, their adoption person doesn't come in til 1:30pm (whatever). I hung around for 2 HOURS to adopt a specific cat, only to have the adoption lady walk up with a customer who JUST ARRIVED and promise him that she would hold it for 1 day, AGAINST PETSMART POLICY (how do I know? She SAID SO TO HIM). Add to that their pitiful toy and accessories selection...the store is filled with food, and little else.
P I have no idea what happened to my dog. I don't think that they'd ever let him out of his room. All the dog treats that I left for him were never used. His dog bed was saturated in urine and poop. Service there was horrible. I was hung up on several times before getting through after the phone rang at least 30 times
P I have no idea what happened to my dog. I don't think that they'd ever let him out of his room. All the dog treats that I left for him were never used. His dog bed was saturated in urine and poop. Service there was horrible. I was hung up on several times before getting through after the phone rang at least 30 times
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