This video shows our previous app. The written steps on this page describe the current one.
With HiFive’s advanced search and filtering capabilities, you can navigate through customer feedback with precision and ease. Whether you’re looking for specific comments, assessing the tone of feedback, or analyzing trends over time, HiFive’s filters streamline the process. The filters sit in the row above your reviews, with Rating and Type behind the sliders button (on a phone, the sliders button beside the search box also holds the platform and the date; in the classic look, the filters are in the panel on the right, on a computer only). Let’s dive into each filter type.
Find Specific Feedback: Ever wanted to find all mentions of “speedy delivery” or “friendly staff” in your reviews? The Keyword Search filter is your go-to tool. Just type in a word or phrase, and it will pull up all the reviews mentioning it. This is great for focusing on specific areas of your service or product that you’re curious about.
Gauge Sentiment at a Glance: Want a quick way to see how many customers are happy versus unhappy? Use the Rating filter (in the classic look, the Assessment filter). It sorts your reviews into positive or negative, giving you a clear picture of your overall performance and areas that might need some attention.
Each type of review offers you a different insight:
All types (in the classic look, All): Perfect when you want an overview of everything.
Public reviews: Check out what’s publicly being said about your brand. See reviews from sites like Google, Yelp, or Facebook together in one place.
Private feedback (in the classic look, Private Reviews): Access reviews sent privately from customers who give a low star rating. These are kept private, allowing you to respond discreetly and resolve issues.
Video testimonials: Customers can send a short video from your review page, and you get an email when one arrives. Each one appears on the Reviews screen as its own card, with the customer's name and the date: play it right on the card, or save the file with Download the video.
Stay on top of your customer engagement with the buttons above your reviews (in the classic look, the Answer filter):
All: See all reviews, regardless of response status.
Replied (in the classic look, Answered): Focus on reviews you’ve already responded to.
Needs reply (in the classic look, Not Answered): Identify reviews awaiting your response, ensuring no customer feedback is overlooked.
Maximize your insights with HiFive’s date filters. Tailor your feedback analysis to the exact timeframe you need (in the classic look, the choices read All, Custom Period, Today, Yesterday, 7 Days, 30 Days, 6 Months and 12 Months):
Any time: Capture every review. Ideal for a complete, unrestricted overview.
Custom dates: Zero in on specific dates or events. Perfect for targeted analysis around marketing campaigns or special promotions.
Today: Stay up-to-date with the latest feedback. Essential for real-time response.
Yesterday: Review yesterday’s feedback to stay on top of recent customer experiences.
Last 7 days: Get a snapshot of the past week. Useful for tracking short-term trends.
Last 30 days: Assess the past month. Great for monthly performance reviews.
Last 6 months: Understand longer-term trends and customer sentiment over half a year.
Last 12 months: Gain comprehensive insights into a full year’s performance.
By leveraging these diverse filters, HiFive empowers you to conduct a nuanced analysis of your customer reviews. This functionality enables you to respond swiftly, make informed decisions, and ultimately, enhance your customer experience and business strategy.
