- Review Ratings
Social media reviews are customer opinions about your product or service posted on social media platforms. They are usually accompanied by a rating.
Criticism ratings are usually expressed on a scale of one to five.
And you can calculate an average rating to quantify customer satisfaction overall.
To find your average rating, add up all the individual ratings. Then divide that value by the total number of reviews.
Here's an example from Facebook gambling dataset showing the ratings and reviews a business has received:
An example from Facebook showing the rating and reviews a business has received for "Time Out Market New York"
Why ratings are important
They provide direct information from your customers, helping you understand their level of satisfaction and identify areas for improvement.
- Customer satisfaction score
Your customer satisfaction (CSAT) score measures how satisfied your customers are with your product, service, or experience.
To find out your CSAT score on social media, you can run surveys or polls on social media platforms asking followers how they would describe their overall satisfaction with the product or service.