What is the Latest Received Rating Comment?

The Latest Received Rating Comment KPI notifies you every time someone is talking about you online. It can be a product review, a customer’s experience with you, or a conversation that involves the company. In any case, it’s always beneficial to know what people are saying about you on the internet.

This metric can be used as a warning to keep your call service team updated, so they can act on time to address problems whenever they arise. As this KPI shows the name and date of the latest comment, you can set yourself to review this on a daily or weekly basis, or any other period that fits better with your company’s goals. After all, when it comes to addressing concerned customers, sooner is better than later!

Why is the Latest Received Rating Comment important?

The Latest Received Rating Comment is important because it serves as a bellwether of public attitudes toward your company. Naturally, consistently positive comments indicate your company is meeting customer demands–and receiving negative comments indicate your company has major work to do.

Of course, assuming your company receives largely positive reviews online, a single negative review as an outlier won’t pose much of a problem. However, it’s still ideal to reach out to aggrieved customers who leave such reviews to assuage their concerns.

How to improve your Latest Received Rating Comments

Unsurprisingly, the best way to improve your rating comments is to improve your product or service. However, as customer engagement is the front face of your business, interacting with your customers and providing them the best experience possible will, of course, lead to improved online reviews.

Returning positive feedback with positive statements of your own is a fantastic way to build rapport with your customer base, especially those who have felt strongly enough about your product or service to take the time to review you online. Here are some responses to positive comments you can use:

  • “Thanks so much for your time in leaving us this fantastic feedback. We really appreciate it, and hope to do business with you again soon.”
  • “We’re extremely grateful for your kind words. We’re happy you had such a good experience with us, and we hope to see you again.”

For comments that are overall positive, but still have some critical elements, it’s a good idea to thank the customer for their support, but also acknowledge their concerns and your desire to improve.

  • “Thank you for your feedback! We will take everything you’ve said into serious consideration, and hope to improve our experience for you and the rest of our customers in the future.”
  • “Thanks so much for doing business with us. While we’re aware that the experience wasn’t everything you hoped for, we’re still happy you chose us, and we’ll strive to improve in the ways you suggested.”

For negative comments, it’s best to wholly acknowledge your mistake, provide your apology, and offer to dialogue with the aggrieved customer.

  • “We’re so sorry to hear that this service didn’t meet your expectations of quality. We sincerely apologize for any inconvenience this may have caused. Please reach out to us if you would like to talk about your experience. We hope to hear from you soon.”

Because this KPI is important to telephony teams, check out these other telephony KPIs from Plecto:

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Intercom Intercom Freshdesk Freshdesk Relatel Relatel

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