While the RateIt Portal (your online dashboard) is super easy to use, there is a lot to learn (particularly during your first couple of weeks with us), so we've put together this handy guide that will walk you through everything you need to know about how to use and manage the portal and your users.

The My Insights page (your primary insights dashboard) is what you'll see when you first log in to the RateIt Portal and is where you'll find an overview of how your CX and NPS scores are tracking overall as well as how you're tracking in certain areas.

Here's a breakdown of the info you'll find on the insights page:

At the top of the My Insights page are your overall CX and NPS Scores. By default, we'll show you your scores based on the past 30 days of ratings, but you can customise the date range when needed:

Tip: Hover your cursor over the percentages to see how many ratings have contributed to that result.

Next, you'll find your NPS Trends, which gives you a high-level view of how your NPS is tracking on a daily, weekly and monthly basis and is a great way to pick up on trends (e.g. in the image below, you can see that our NPS has been trending downward each week).

If you have access to more than one location, the NPS Leaderboard will show you how each location is performing against one other.

For those of you who use a category-based questionnaire, you will have access to a graph that shows you how each category (e.g. wait times, team friendliness, product range, etc.) is trending in relation to your chosen date range (by default, we show you the last 30 days with a weekly view).

If you have access to more than one location, the Category Leaderboard will show you how each location is performing against one other in relation to each category.

For those of you who use a multi-choice-based questionnaire, you'll have access to individual breakdowns of each of the key drivers behind the scores your customers give you for each question they are asked.

The sample below shows a breakdown of the reasons why customers gave an NPS of a 9 or a 10:

Tip: You can click the Show Trends button to display the Trend Graph for each driver!

The Ratings tab (located within the black toolbar at the top of the page) is where you'll find all of the ratings your customers have left you. To display the ratings with verbatim comments only, simply turn on the ‘With comments only’ toggle on the left.

By default, you're shown every rating from every location, but you have the option to filter the results based on what you need.

The Ratings tab is where you'll go to reply to customers who have left an email address. Simply turn on the ‘With comments only’ toggle on the left and narrow down the result. There are a few different ways you can reply to your customers:

This is the most popular way to respond to customers as it allows you to create a personalised response specific to each customer and the feedback they have left.

To send a personalised response:

If you're pressed for time, and there are multiple comments of a similar nature, you can select multiple comments and send the same response to each of them.

To respond to multiple customers:

If you don't wish to send a personalised or similar response to any of your customers but would like to acknowledge their feedback, you can select all comments that you haven't responded to and send a general email to all of them at the same time.

To respond to all customers simultaneously:

In addition to creating personalised responses, you can also create templates that are handy if you find yourself sending out similar messages to multiple customers on a regular basis. We've also included a few templates of our own, which you can either use, customise or delete.

To create and edit email response templates:

Adding users to the portal couldn't be easier, but you'll want to have a good grasp on the different types of access levels you can grant your portal users before you start to add them:

Think of Super Users as company admins who have unrestricted access to the RateIt portal. Super Users can:

Tip: Super User accounts are best suited to high-level managers (e.g. the project leader, customer service etc.) and company executives (e.g. the CEO, General Managers etc.)

Now that you're familiar with the different access levels you can choose for users, you're ready to start adding your team:

Note: The new user will then receive an account activation link via email where they can set their password and log in!

We have an advanced validation system in place that helps us filter out junk/spam ratings such as:

However, it's not a perfect system and will not be able to detect ALL of the junk ratings that users submit. To combat this, Super Users and approved Standard Users can use the ' Rating Manager', which allows you to manually invalidate junk ratings that slip through the cracks.

1. Click the Ratings tab along the top toolbar of the RateIt Portal.

2. From there, click the Manage Ratings toggle to enable the editor.

3. Locate the rating you'd like to remove/invalidate.

4. Untick the checkbox to the left of the rating to invalidate.

5. When you're done, click the Manage Ratings toggle again to turn off the editor.

Note: The power is in your hands ...but use it wisely…as your name and email address will be linked to the rating you mark as invalid. 😉

The CSV export function is handy if you would like to use the raw data to either upload your feedback to a third-party tool (such as Salesforce) or if you would like to create your own internal graphs and reports.

To export your data:

1. Log in to the RateIt Portal and head to the Ratings tab.

2. Select your preferred data criteria using the Ratings Filter.

3. Choose your date range using the Date Range filter.

4. Click the Export to CSV button towards the right of the screen.

5. Our system will then email you a link to download your CSV export.

Note: The exporter will export the data based on the criteria you currently have active at the time of exporting.

Click here for a detailed summary of how to read your CSV export file.

There are a variety of email notifications you can enable or disable for your account:

You will receive an email each time a verbatim comment has been received at the location (or locations) you have access to. This includes ALL comments, regardless of whether it was positive or negative in sentiment.

You will receive an email each time a negative RATING has been received at the location (or locations) you have access to - regardless of whether a written comment has been attached to it. A negative rating is a rating that has a CX score of Awful or not great, or the NPS is less than 5.

You will receive an email each morning with a summary of how your locations tracked for the previous day. This includes a breakdown of how many ratings were received, key comments as well as a summary of offline devices.

You will receive an email each Monday morning with a summary of how your locations tracked for the previous week. This includes your weekly NPS + CX scores, leaderboards for your locations as well as an overview of the key comments received for the week.

You will receive an email alert every time one of your devices comes offline, including some general details about what caused this to happen (e.g. lost internet connection / low battery etc.)

To update your email preferences:

We created this doc in order to provide you with helpful tips and suggestions that ensure you’re set up for long-term success with RateIt.

Have we achieved this for you, or did we miss the mark? Let us know by emailing us at [email protected]!
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