Overview
The Smart Reputation weekly report is an email that recaps how your online reputation performed over the previous week.
It covers your reputation rank and how it moved, the reviews that came in, and the review responses SmartMoving sent for you.
It reaches people who do not need to sign in to SmartMoving to see it.
You manage it on the Weekly Report page in your Smart Reputation settings.
Before You Start
The Smart Reputation weekly report requires an active Smart Reputation subscription.
Managing the Weekly Report page requires an admin or a user with marketing access.
Recipients do not need a SmartMoving login. Anyone whose email address is on the list receives the report.
How to turn the Smart Reputation weekly report on or off
Click Settings
In the left menu, go to Smart Reputation and click Weekly Report. The Weekly Report settings page opens.
Use the toggle at the top of the page to turn the weekly report on or off for your company. Turning it off hides the recipient list, and no report is sent.
Save your changes. Sending starts or stops from the next Monday.
How to change who receives the Smart Reputation weekly report
Go to Settings > Smart Reputation > Weekly Report. The recipient list appears below the toggle.
To add a recipient, enter an email address in the recipient field. The address joins the list once it is accepted.
To remove a recipient, select the remove action on that address. The address disappears from the list.
Save your changes. The updated list applies to the next Monday's report.
The first time you open the page, the list already contains the email address of every owner on your account, sorted alphabetically. Keep those addresses, remove them, or replace them with your own choices.
When is the Smart Reputation weekly report sent?
The report is sent every Monday at 9:00 AM Central time.
Each report covers Sunday through Saturday of the previous week.
The figures are compiled early Sunday morning, so your Monday email reflects a completed week and does not change afterwards.
The subject line changes each week to reflect your current reputation, so you can tell whether things improved or need attention before opening the email. A good week arrives as "Your reputation improved this week."
What is in the Smart Reputation weekly report?
The Smart Reputation weekly report has three sections.
Your reputation rank and trend
A headline describing whether your reputation improved or needs attention. This is the same sentence used as the email's subject line.
Your reputation rank, and a chip showing how it moved compared to the previous week.
Next to the rank, either your return on investment when marketing spend was recorded for the week, or your local presence when no spend was recorded.
What customers said in their reviews
A heading with the number of new reviews received during the week, such as 4 New Reviews. A week with no reviews reads No Reviews Last Week.
A short written summary of the themes customers raised. This appears only when at least 3 reviews came in during the week.
Your highest rated reviews from that week, with the star rating and the review source.
A link to see all of your reviews in SmartMoving.
What SmartMoving did for you
How many review responses SmartMoving sent automatically on your behalf during the week.
How much time that saved you, counted at 10 minutes per automatic response. For example, 12 automatic responses in a week is reported as 2 hours saved.
A projection of the time you can expect to save over the coming months at your current pace.
If you have no automatic reply rules set up, this section shows a Set up Auto-Reply Rules link instead of figures.
Key Details
You can have up to 10 recipients. Adding an eleventh is refused with a message saying so.
While the report is turned on, the recipient list cannot be empty, so the last remaining address cannot be removed. Turn the report off instead.
An address that is not formatted correctly, or one already on the list, is refused with a message and is not added.
Turning the report off keeps your recipient list. Turning it back on restores the list, and sending resumes the following Monday.
The written review summary requires at least 3 reviews in the week. A week with 1 or 2 reviews shows those reviews without a summary.
Time saved is counted at 10 minutes per automatic review response, so the figure reflects how many responses SmartMoving sent rather than how long each one took.
The report covers the review sources you have connected to SmartMoving. Reviews left anywhere you have not connected are not counted.
If you have not connected a review source yet, you receive a separate email on Monday morning inviting you to connect one, in place of the report. The full report begins once at least one source is connected.
The report is email only. There is no in-app version of it.
Changing the recipient list or the toggle affects the next Monday's report. It does not resend or recall a report that has already gone out.
Best Practices
Add the manager who owns customer experience to the recipient list, not only the account owner, so the person who can act on a dip sees it first.
Read the reviews section first when the subject line says your reputation needs attention, since the written summary usually explains the drop.
Set up automatic reply rules if the third section is showing a setup link, so future reports can report time saved.
Keep the recipient list short and current. Remove people who have left so the report is not sent to inactive mailboxes.
Compare the rank trend week over week rather than reacting to a single report, since one review can move a rank noticeably for a smaller company.
Troubleshooting
The Weekly Report page is missing from Smart Reputation settings. The page appears for accounts with an active Smart Reputation subscription. Contact SmartMoving Support to confirm yours.
Nobody received the Monday report. Open Settings > Smart Reputation > Weekly Report and confirm the toggle is on and at least one address is listed. If both are correct, check junk and spam folders.
A recipient cannot be removed. The list cannot be empty while the report is turned on. Add the replacement address first, then remove the original, or turn the report off.
The report has no written summary of what customers said. That summary appears only when at least 3 reviews came in during the week.
The third section shows a setup link instead of figures. No automatic review responses were sent during the week, usually because no automatic reply rules are set up. Click Set up Auto-Reply Rules to create them.
An invitation to connect a review source arrived instead of the report. No review source is connected to your account. Connect one, and the full report starts with the next Monday's send.
The numbers do not match the Smart Reputation Overview dashboard. The report covers Sunday through Saturday of the previous week and is compiled early Sunday morning. The dashboard shows current figures, so the two differ for anything that happened after the report was compiled.