Google Reviews

Your Google rating is the first thing many customers see before they ever buy from you — it shows up in Search, in Maps and next to your business name. The Google Reviews report brings that public reputation into Insights, so the star rating shoppers judge you by sits right next to the survey feedback you collect yourself.

Instead of checking each location's Google listing by hand, you see your whole review picture in one place: how you're rated, how that's trending, and what reviewers actually talk about.

What you'll see

A typical Google Reviews report brings together:

• Your overall star rating — your current average and how it's moved over time.
• Review volume — how many reviews you're getting, and whether that's speeding up or slowing down.
• Rating distribution — the split of 5-star down to 1-star reviews, so you can see what's pulling the average up or down.
• By location — each store or listing compared, to spot which locations earn the best (and worst) ratings.
• Recent reviews — the latest verbatims, so you can read what people are saying in their own words.
• Themes and tone — the topics and sentiment coming through in review text, the same way Text Analytics reads your survey comments.

Put it to work

• Protect the rating shoppers see. Watch the trend and the distribution together — a run of low ratings shows up here before it drags your average down.
• Compare locations fairly. Rank stores by rating and volume to find both your reputation leaders and the listings that need attention.
• Close the loop publicly. Read recent reviews and respond, turning an unhappy reviewer into a recovered one — and showing future shoppers you care.
• Connect it to the experience. When a location's Google rating slips, cross-check its CX metrics and Location Performance to see whether the in-store experience is the cause.

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