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Review Management

Make customer feedback part of your regular service.

We connect completed work to a consistent review-request process, monitor the agreed platforms and help keep public responses attentive and accurate.

Discuss this service Explore the scope ↓

Our booking page calls this a Growth System Review. You can use the session to discuss and buy this service on its own.

Customers check the evidence before they choose.

Sparse reviews and unanswered feedback leave buyers with questions. A dependable request and response process helps customers share their experience and gives your team a way to act on concerns.

Why this work matters

98% of consumers read reviews before choosing a local business.

Recent, genuine reviews give a prospective customer information they can inspect before contacting you.

BrightLocal surveyed 1,124 US consumers in November 2021; 98% said they at least occasionally read local reviews while browsing. The survey measured occasional review reading, rather than a review immediately before each business choice. It did not measure an increase in enquiries or ranking.

Source: BrightLocal, Local Consumer Review Survey · Study context and citation →

Why this work matters

51% of reported very poor experiences were followed by consumers reducing or stopping spending.

Capture and route concerns promptly, with enough history for the responsible team to act. A public review reply is distinct from a private remedy.

Qualtrics surveyed 28,400 consumers across 26 countries in Q3 2023. Across reported very poor experiences, 51% were followed by consumers saying they reduced or stopped spending; the base is not all surveyed consumers. This is self-reported behavior, not measured escalation effectiveness. Separately, Knox and van Oest followed 20,000 new customers of one retailer for 2.5 years and found recorded recovery partly countered complaint-associated churn. The client owns service resolution; Leadio routes concerns.

Source: Qualtrics XM Institute, What Happens After a Bad Experience, 2024 · Study context and citation →

Additional original sources: Knox & van Oest, complaint recovery research record

The managed work

What we take care of

Review requests after completed work

Define an appropriate trigger and send agreed invitations consistently, without selecting customers by satisfaction.

Monitoring

Check the review platforms in scope and surface new feedback that needs attention.

Responses and escalation

Prepare or manage approved public responses and route customer problems to the person responsible for resolving them.

Visible customer feedback

Scope appropriate website review displays and keep their source and presentation clear.

Working together

How the service runs

  1. Connect the completed work

    Identify the event that should trigger a request and confirm platforms, records and permissions.

  2. Agree a fair request process

    Prepare invitations and response guidance. Keep service recovery separate from whether someone is asked to leave a review.

  3. Monitor and respond

    Manage the agreed review routine, escalate concerns and report on requests and published feedback.

Illustrative example

A consistent review invitation

Illustrative workflow, not a customer review or testimonial.

Completed service

A completed job meets the agreed request criteria.

Invitation

Example invitation: “Thank you for choosing us. Would you share an honest review of your experience? Here is the link to leave your feedback.”

Feedback handling

Concern record: customer reports a missed arrival window; route to the service manager for follow-up and prepare an appropriate public response.

A clear scope

What to agree before we start

No selective positive-only review solicitation. Dissatisfied customers are not screened out of the review invitation process.

Customer problems require your team’s action. Review Management does not promise removal of criticism, broader reputation repair or a particular rating.

Ongoing Google Business Profile optimization belongs to Local SEO & AI Answers. Review requests have one owner so the same process is not sold twice.

Standalone pricing, timing and service commitments are set out in your proposal. The Growth System’s package timing and guarantee do not automatically apply to an individual service.

Useful details

Questions about Review Management

Can you help us get more Google reviews?

We can run a consistent request process on agreed platforms, including Google where scoped. Customers decide whether to leave a review and what to say.

Do unhappy customers receive the request?

The process does not screen people by satisfaction. Handling a service problem does not determine whether they are invited to review.

Can you remove a negative review?

We do not promise removal. We can scope appropriate response handling and escalate concerns to your team.

How does this connect to the Referral Program?

Review Management invites honest public feedback; the Referral Program helps customers introduce someone who needs your service. The Reputation Manager is the accountable role overseeing both areas of work. Review invitations remain independent of referrals and customer satisfaction.

Connected work

Prefer one managed package?

The Growth System connects work across the customer journey. We plan the work around what your business needs. Capabilities you already handle do not automatically reduce the package price.

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Your next step

Let’s talk about Review Management.

Show us how completed work becomes a review request and who handles the feedback.

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Use our Growth System Review booking page to discuss this service. You can buy it on its own.