Glossary

The process of using artificial intelligence to automatically generate personalized review responses based on review content, star rating, sentiment, and location context. AI drafts can be configured for automatic publishing or routed through approval workflows before going live.

A configurable process that routes AI-generated review responses through one or more team members for review and approval before publishing. Approval rules can be set based on star rating, location, keyword triggers, or team role.

A set of rules and preferences that control the tone, vocabulary, structure, and style of AI-generated review responses. Guidelines can be applied globally across all locations or customized per brand within a multi-brand workspace.

The practice of tracking and comparing your review metrics — average rating, review volume, response rate, and sentiment trends — against nearby competitors or industry averages to identify strengths and areas for improvement.

A systematic process where customer reviews are collected, analyzed, acted upon, and used to improve products, services, or operations. Closing the loop means responding to the reviewer and implementing changes based on their feedback.

An automated sequence of emails sent at predetermined intervals to nurture leads or encourage customers to leave reviews. Each email in the sequence is triggered by the previous email's delivery or engagement, creating a sustained touchpoint strategy.

Reviews collected directly by a business through its own channels — such as post-purchase emails, in-store kiosks, or website widgets — rather than on third-party platforms like Google or Yelp. First-party reviews give businesses more control over the collection process.

Google's free tool that lets businesses manage their online presence across Google Search and Maps. A GBP listing displays business information, photos, posts, and customer reviews. Managing reviews on GBP is critical for local search visibility.

An automated escalation process triggered when a review meets certain criteria — such as a low star rating, specific keywords, or repeated complaints. Incidents are assigned to team members, tracked with timestamps, and resolved with internal notes and follow-up actions.

The process of collecting contact information from potential customers through forms, pixel tracking, or engagement with review-related content. Captured leads can be segmented, tagged, and enrolled in email campaigns for nurturing.

The group of three business listings (with map) that appears at the top of Google search results for location-based queries. Ranking in the Local Pack is influenced by proximity, relevance, and prominence — which includes review count, average rating, and recency.

The practice of optimizing a business's online presence to attract customers from relevant local searches. Key factors include Google Business Profile completeness, review signals (count, rating, recency), citation consistency, and on-page location relevance.

A workspace structure that allows a single organization to manage multiple distinct brands — each with its own response guidelines, approval chains, escalation rules, and team permissions — from one unified account.

The ability to manage reviews, responses, incidents, and analytics across dozens or hundreds of business locations from a centralized dashboard. Includes bulk operations, location-level filtering, and regional grouping.

A customer loyalty metric calculated by asking customers how likely they are to recommend a business on a 0-10 scale. Respondents are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS = % Promoters minus % Detractors.

A composite metric that aggregates multiple review signals — average star rating, review volume, response rate, sentiment trends, and recency — into a single score that represents the overall health of a business's online reputation.

The practice of collecting, measuring, and analyzing review data to extract actionable insights. Includes tracking metrics like average rating, review volume, response time, sentiment distribution, and keyword frequency across locations and time periods.

The practice of screening customers before directing them to a public review platform — sending satisfied customers to leave reviews while routing unhappy customers to private feedback channels. Google's guidelines prohibit review gating on its platform.

Strategies and tools used to proactively encourage customers to leave reviews after a transaction or experience. Methods include post-visit email requests, SMS prompts, QR codes, and NFC taps at point of sale.

The percentage of reviews that receive a business response. A high response rate signals engagement and care to both customers and search engines. Industry benchmarks suggest businesses should respond to at least 90% of all reviews.

The factors from customer reviews that search engines use when determining local search rankings. Key signals include review count, average star rating, review recency, review velocity (rate of new reviews), and the presence of keywords in review text.

The rate at which a business receives new reviews over a given time period. Consistent review velocity signals to search engines that a business is actively serving customers and maintaining engagement, contributing to local search prominence.

A permission system that restricts platform access based on assigned roles at the workspace, brand, or location level. Common roles include location managers, regional directors, and admins — each with different capabilities for responding, approving, and configuring.

The use of natural language processing to determine the emotional tone of review text — positive, negative, or neutral. Sentiment analysis helps identify trends, prioritize responses, and trigger incident workflows for reviews expressing strong negative sentiment.

A breakdown of reviews by star rating (1 through 5) that shows the proportion of reviews at each level. Analyzing distribution reveals whether a business has a healthy concentration of 4-5 star reviews or a polarized pattern indicating service inconsistency.

A review management platform that can be rebranded with an agency's or partner's logo, colors, and domain — allowing them to offer review management services to their clients under their own brand identity.