Judge.me How-tos
Elliott Prendergast
Find recurring praise and problems so you can act on what matters to your customers.
Lesson notes
As you collect more reviews, it becomes harder to keep track of what customers praise and what they complain about. Reading only the newest reviews can mean you miss a problem that customers have mentioned many times before.
Find out what customers keep mentioning
Your overall star rating gives you a general sense of customer satisfaction. But even with a high rating, you might receive repeated complaints about packaging or delivery. You might also miss a product benefit that customers consistently praise.
Looking for those details helps you decide what to do next. If several customers report damaged packaging, you have a problem to investigate. If they repeatedly describe a product as good value, you have a benefit to consider highlighting in your marketing.
You need to see the relevant reviews together to understand how often a subject comes up and what customers say about it. Doing that by reading and sorting every review yourself takes time, especially as new feedback arrives.
Use filters to find reviews about the same subject
In this lesson, you'll use Judge.me's sentiment and topic filters. Sentiment describes whether written feedback is positive, neutral, or negative. Topics describe what customers discuss: product experience, store experience, packaging and delivery, price and value, or returns and refunds.
You can combine these filters in your Reviews dashboard. For example, choosing negative sentiment and packaging and delivery helps you find complaints about those subjects. Positive sentiment and price and value helps you find reviews from customers who are happy with what they paid.
The tags depend on what customers write, so reviews with only a star rating may not have them. You'll still read the filtered reviews to understand each customer's experience before deciding what needs attention.
Start by filtering for negative sentiment and choosing one topic, then continue to Lesson 3 to learn how to draft replies to customers still waiting for a response.