Overview of Review Management

Improve your online reputation

Kate avatar
Written by Kate
Updated over a week ago

🔸 How can this help? 🔸

Online reputation management has a huge influence on your sales. Why? Your company’s website often isn’t the first place where customers interact with your brand. The real front door is the first page of search results. This is where customers get unfiltered snapshots and uncensored opinions about your brand from others. We can say that customers are co-creating brands online via star ratings and reviews on search engines, social media, and review sites.

What are the reasons for online reputation management to be so crucial for modern brands?

  • Your online reputation affects your offline business

  • It improves online visibility

  • A strong online reputation builds higher trust

  • Online reputation influences your revenue

  • Companies with good reputations attract better employees.

A reputation score helps you understand how your business and locations stand relative to competitors and best-in-class benchmarks. This is the true measure of how your business is found, chosen, and experienced online. Here are the components of your reputation score:

  1. Reviews

  2. Star ratings on Google

  3. Search impressions (local search rankings)

When it comes to reputation management, PromoRepublic enables you and your marketing team to:

  • Manage a consistent “near me” experience across a network of 130+ global-local search platforms like Google, Yelp, Facebook, Tripadvisor, Trustpilot, etc.

  • Oversee reviews, ratings, and Q&As from one dashboard

  • Instantly update data for any location in real-time to reach more consumers with correct information

  • Track your performance in Google My Business & Facebook Reviews for any given timeframe.

🔸 What can you see in this report? 🔸

Let's dive into Reputation Insights, which is a part of the Dashboard feature for franchisees. Before you start exploring the presented data, select the time frames. Note that the numbers will be compared to those of the same previous period.

The information is divided into two parts: Location Insights and Review Performance.

Location Insights

The first thing you will see is the key reputation metrics for your locations:

💎 Average rating for your locations - the average rating of all the reviews from all the locations for the selected period. Includes prior period rating and changes.

💎 Average rating on Google - the average rating of all the reviews from all the Google Business Profiles for the selected period. Includes prior period rating and changes.

💎Average rating on Facebook - the average rating of all the reviews from all the recommendations from all the Facebook pages for the selected period. Includes prior period rating and changes.

💎 Reviews by network - number of reviews per network.

💎 Rating Distribution - distribution of the star ratings and recommendations, such as how many reviews are 5 stars vs 4 stars for the selected period, etc.

Also, in this section, you can see two more metrics:

💎 Reputation by Location - the average rating of the region based on reviews. It is calculated using the number of reviews and their ratings for all selected regional locations during the chosen timeframe. Note that for now we offer state/region-based maps for Canada and the USA.

💎 Detailed Location Performance - the number of reviews and their average rating per location. The data are specific to each location across all connected accounts during the chosen timeframe.

Review Performance

In this section, you can see your review activity. In the first row, there are 3 key metrics:

💎 Number of reviews - a total review count across all connected accounts. For all selected locations with connected accounts during the chosen timeframe. Includes the prior period's number of reviews and changes.

💎 New reviews - a total number of new reviews received per network. Aggregated data for new reviews across all connected accounts for the chosen timeframe.

💎 Average rating - changes in average ratings of reviews per network. Calculated using the ratings of the reviews across all connected accounts for the chosen timeframe.

Also, in this section, you can see two more metrics:

💎 Average Response Time - the ratio of responses to reviews, which is in other words, the time between the received reviews and the posted answers to it. For all selected locations with connected accounts during the chosen timeframe. Includes responses through the platform and direct responses. Includes prior period's number and changes. Not-answered reviews are not included here. Sort by positive, neutral and negative ones.

💎 Average Response Rate - the time taken to respond to reviews. Calculated the average time between the posted review and the brand's response across all connected accounts for the chosen timeframe. Includes responses made through the platform and direct responses. Sort by positive, neutral and negative ones.

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Rolling Average Rating will show the changes in average ratings per network.

You can see how many new reviews you got on Facebook and Google for the selected period.

Whether they’re positive or negative, respond to reviews immediately, showing consumers that you appreciate their feedback. Nearly half of all customers (46%) expect companies to respond to direct messages within 4 hours. That is why we also provide a section where you can track Average Response Time and Average Response Rate.


Taking advantage of the available online reputation management tools can help a business track its level of visibility, reputation, and customers’ perceptions and respond timely.

If you have any additional questions, don't hesitate to reach out to us at [email protected].


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