Online Review Management
Build a review profile that reflects your actual service — through collection, response, and monitoring across the platforms that matter.
What you get
- Audit of every platform carrying reviews of you
- Collection process built into your customer journey
- Response framework and drafted replies
- Alerting on new reviews across platforms
Rating is a filter before it is a score
Ratings function as a threshold. Below a certain point a business is filtered out of consideration before anyone reads a word of it, and the exact figure varies by sector but the pattern does not. Volume and recency matter alongside the average: a high rating built on a handful of reviews from three years ago carries less weight than a slightly lower one with steady recent activity.
That makes review work a systems problem rather than a reputation emergency. The reliable way to a strong profile is asking consistently, at the right moment, through a process that does not depend on anyone remembering.
Collection that stays within the rules
Every major platform prohibits incentivised reviews and review gating — the practice of screening customers and only routing the satisfied ones to a public review form. Both carry real penalties, from review suppression to account action, and both are common enough that plenty of providers still sell them.
What works and remains compliant is asking every customer at the point where the service has been delivered and the experience is fresh, making the request easy to act on, and following up once. The lift from doing that consistently is larger than most businesses expect, because most never ask at all.
Responses are read by everyone except the reviewer
A reply to a negative review is written for the next person reading it, not for the person who wrote it. That reframes the goal: not winning the argument, but demonstrating that the business engages seriously with problems.
The pattern that holds up is acknowledging the specific issue, avoiding defensiveness, stating what changed or what is offered, and moving the detail off the public thread. Replying to positive reviews matters too — it signals an active business and encourages further reviews.
What this does not do
- Genuine reviews cannot be removed. Platforms remove only those breaching their policies, and appeals succeed on that basis alone.
- Buying reviews is detectable, against every major platform's terms, and unlawful in several jurisdictions. It is not something we will do.
- A damaged average takes sustained volume to shift, because arithmetic is unforgiving. There is no fast route.
Common questions
- Can a bad review be deleted?
- Only if it breaches platform policy — fake, defamatory, from a non-customer, or containing prohibited content. A negative review of a real experience stays, and the response is what shapes how it reads.
- Is it acceptable to ask customers for reviews?
- Yes, provided you ask everyone rather than filtering for likely positives, and offer nothing in exchange. Asking is expected; selecting who gets asked is not.
- Which platforms actually matter?
- The ones your buyers check and the ones that surface in your brand search. For most businesses that means Google first, then whichever sector platform ranks — Trustpilot, an industry directory, or a marketplace profile.