Review Request Tracking shows how many review requests you sent over a period, how many customers clicked the link, how many actually left a review, and how many failed to deliver. Use it to gauge whether your review-request program is working.

Go to Reports > Messaging & Reviews > Review Request Tracking.

Summary cards across the top

  • Requests Sent: total review requests sent in the period
  • Clicked: how many customers clicked the link (either clicked-only or completed)
  • Reviews Received: how many customers sent you private feedback through the review page. A customer who clicks through and leaves a public review on Google or Facebook does not register here, because a public review cannot be traced back to the request that prompted it
  • Conversion Rate: Reviews Received divided by Requests Sent. Read this as a private-feedback rate, not a public-review rate. Color-coded: green at 20% or better, neutral in the 10-19% range, red below 10%
  • Failed: requests that did not deliver (bad number, dead email, etc.)

The detail table below breaks the same numbers down by day: Date, Sent, Completed, Conversion %.

Pick a date range from the preset list (Today, Yesterday, This Week, Last Week, This Month, Last Month, Last 30, Last 90, This Year) or Custom.

Use this report to

  • Confirm your review automation or manual sends are reaching customers
  • Spot a sudden drop in conversion that might point at a broken link or a bad template
  • Build a case for a different review channel if conversion is consistently low
  • Watch the failed count - a spike means bad contact data or a delivery issue

Because only private feedback counts toward it, a low conversion rate does not by itself mean the program is failing. Most shops want the opposite of a high number here: customers going public on Google rather than sending feedback privately. The Clicked count is the better health check, since it tells you whether people are opening the link at all. If Clicked is near zero while Sent is healthy, look at the template, the contact data, or the moment you are asking. For the reviews you actually received, use the Review Summary report.

Related: Review Requests by Staff breaks the same numbers down per employee so you can see who is asking. Review Summary shows the actual reviews you received over time (ratings, sources, trends).