#reviews
Thread
Hey everyone, I totally dropped the ball on last week’s discussion topic, but I have one for this week!
I’m running a Gartner review campaign this month since they’re offering a gift card promo and my CMO asked what KPIs I’m using to track success. At my last company I had a pretty high KPI but here we’re just starting to ask for reviews so I’ve been measuring progress based on how we’re doing compared to competitors and the change in the rating. I also track any testimonials that come through
Curious what metrics or KPIs you use to track review campaigns. Anything beyond volume that’s been helpful for showing impact
I don't know if it counts as a KPI per se since it's not as immediately measurable, but we look at our rating and likelihood to recommend vs. our competitors
At my last company, I was focused on generating reviews for Gartner Peer Insights and my primary KPI was # of reviews in the last 12 months, which would impact our ranking in the Magic Quadrant report. I would also report out on how many reviews we were generating vs. our competitors, however leadership's primary focus was on our MQ placement so they just wanted to see as many 5-star reviews as possible. I also kept a leaderboard of CSMs who generated the most reviews and would report this out to our CS VP. Ideally all CSMs would generate 3-5 reviews during a 4-week review sprint.
At my current company, I'm focused on G2 reviews and my primary KPIs are:
1. # of reviews generated per quarter
2. # of reports + badges included/received per each seasonal report
3. Rankings in seasonal reports (did we improve our ranking in X Category or lose our spot in Y Category?)
4. # of Categories where we are listed as "Grid Leader"
There hasn't been a designated G2 program lead in a while, so I am trying to revamp our profile + rankings and get CSMs used to asking their customers for reviews in a regular cadence.
@Daniel Palay, Totally agree, likelihood to recommend is a valuable signal. Even if it’s not a formal KPI, it adds helpful context when paired with metrics like review volume or star ratings.
@Grace Corey I love how structured your approach is, especially the CSM leaderboard and sprint model! I'm curious how you’re encouraging CSMs to ask, are you tying it to a moment in the customer journey like an EBR/ASR or letting them choose the timing?
@Cara Peterson I've run two models for CSMs:
1. Review Sprint (less optimal) - Basically ask your customers ASAP to generate as many reviews as possible. This is my less preferred approach because it makes the review ask feel like something "extra" that we're asking CSMs to do for a short-term success/reward, rather than having customer review asks integrated into certain touchpoints/triggers along the customer journey.
2. Integrated Review Generation - CSMs are enabled on how to integrate customer review asks across the customer journey. With this model, we've laid out optimal times to ask customers for reviews: after a successful launch, following EBRs, when they've received positive feedback, after our flagship conference, etc. I like this approach better, because I want to enable CSMs to understand the right times to ask for reviews so it becomes second nature and not a reactive sprint every year before a big report comes out. I still shoutout our CSMs that generate reviews and they receive praise and we do quarterly leaderboards, but it's more of an "always-on" approach.