Reviews

The Reviews feature helps you collect, organize, and analyze customer reviews from multiple sources. It gives you a comprehensive view of what customers are saying about your business, products, or services, and provides valuable insights to help you improve customer satisfaction and business performance.

Why This Matters

Monitoring your customer reviews provides valuable benefits:

• Track reputation - See how customers perceive your business across different platforms
• Identify strengths - Discover what customers love about your business
• Address problems - Quickly spot issues that need attention
• Improve satisfaction - Make data-driven decisions based on real customer feedback
• Drive growth - Use positive reviews to attract more customers
• Stay informed - Get notified about new reviews without constantly checking multiple platforms

Accessing the Reviews Feature

1. Log in to your dashboard
2. Navigate to the "Reviews" section in the mentions menu
3. You'll see your review projects and business listings

Using the Reviews Feature: Step-by-Step Guide

1. Selecting a Review Project

When you first enter the Reviews section, you'll see a dropdown menu at the top:

• Select a project from the "Reviews Project" dropdown
• If you have multiple projects, each might represent different business locations or brands
• The system will automatically load businesses associated with the selected project

2. Viewing Business Listings

After selecting a project, you'll see a list of business listings:

• Each business appears as a collapsed item showing the business name and address
• Click on any business item to expand it and view detailed information
• The list is paginated if you have many businesses (use "Prev" and "Next" buttons to navigate)

3. Exploring Business Details

When you expand a business listing, you'll see:

Basic Information:

• Category: The business type or industry
• Description: A brief overview of the business
• Phone: Contact number
• Website: Link to the business website (if available)

Location Details:

• Address: Full business address
• City: City where the business is located

Rating Summary:

• Overall Rating: Average star rating across all platforms
• Total Reviews: Number of collected reviews

4. Viewing Customer Reviews

The reviews section shows feedback from your customers:

• Each review appears as a card showing:
  • Reviewer Name and Photo: Identifies who left the review
  • Star Rating: Visual rating (1-5 stars)
  • Review Date: When the review was posted
  • Source: Which platform the review came from (Google, Trustpilot, etc.)
  • Review Text: The actual feedback left by the customer
  • Business Response: Your response to the review (if you've responded)
• Reviews are paginated if there are many (use pagination controls to navigate)

5. Filtering and Searching Reviews

To find specific reviews, use the filter panel:

• Search: Type keywords to search in review text or reviewer names
• Rating Filter: Select to view only reviews with a specific star rating
• Date Filter: Choose a date range to see reviews from a specific period
• Source Filter: Filter reviews by platform (Google, Trustpilot, etc.)

These filters help you focus on the most relevant reviews for your needs.

6. Getting AI-Powered Analysis

For deeper insights, use the AI analysis feature:

1. After expanding a business listing, locate the "AI" button below the reviews
2. Click the "AI" button to generate an in-depth analysis
3. Wait while the system processes your review data (this may take a moment)
4. Review the comprehensive analysis that appears

7. Understanding the AI Analysis

The AI Analysis provides valuable insights organized into several categories:

Sentiment Overview:

• Overall Sentiment: Whether feedback is mostly positive, negative, or neutral
• Sentiment Breakdown: Count of positive and negative reviews

Themes:

• Common Themes: Recurring topics mentioned in reviews
• Emerging Themes: New topics beginning to appear in reviews
• Pain Points: Issues customers frequently mention
• Positive Highlights: Features or aspects customers praise

Time Patterns:

• Recent Spikes: Notable increases in specific types of feedback
• Trend Analysis: How sentiment and topics change over time

Recommendations:

• Immediate Actions: Quick fixes to address current issues
• Long-Term Suggestions: Strategic improvements for lasting results

This analysis helps you understand patterns in your reviews and take appropriate action.

8. Exporting Data

You can export your review data for further analysis or reporting:

• Export Reviews: Click the export button (CSV icon) below the reviews list to download all reviews as a CSV file
• Export Analysis: After generating AI analysis, click the export button in the analysis section to download insights as a CSV file

These exports can be opened in spreadsheet programs like Excel or Google Sheets.

Making the Most of the Reviews Feature

For Small Business Owners:

1. Check reviews regularly - Set aside time weekly to review new feedback
2. Respond to negative reviews - Show customers you care by addressing concerns
3. Identify common issues - Look for patterns to find operational improvements
4. Share positive feedback - Use great reviews in your marketing

For Marketing Teams:

1. Track sentiment trends - Monitor how perception changes over time
2. Identify customer pain points - Address these in your messaging
3. Find testimonial content - Discover powerful customer stories to feature
4. Benchmark against previous periods - Measure the impact of your improvements

For Customer Service Teams:

1. Address negative feedback quickly - Resolve issues before they escalate
2. Find opportunities for follow-up - Reach out to unhappy customers
3. Identify training needs - Use feedback to improve service skills
4. Recognize team successes - Celebrate when customers mention staff by name

Understanding Key Review Metrics

Star Ratings

The review system uses a 5-star rating scale:

• 5 stars: Excellent - Customer is very satisfied
• 4 stars: Good - Customer is satisfied but sees minor improvements possible
• 3 stars: Average - Customer is neither particularly satisfied nor dissatisfied
• 2 stars: Poor - Customer is dissatisfied
• 1 star: Very Poor - Customer is very dissatisfied

Local Guide Badge

Some Google reviewers have a "Local Guide" badge. These are active Google Maps contributors whose reviews may carry additional influence.

Overall Rating

The overall rating shows the average of all individual review ratings. This number provides a quick snapshot of customer satisfaction.

Troubleshooting

No projects showing? Check that your account has been set up with review projects or contact your administrator.

Business listing not appearing? Ensure you've selected the correct project from the dropdown.

No reviews for a business? This might mean the business is new to the system or truly has no online reviews yet.