Review management glossary
Every term we use across the site, defined once, properly. 44 entries.
Practice
- Service recoveryService recovery is the process of turning a failed customer experience into a retained relationship through a…
- Negative reviewA negative review is any published review whose rating or content is likely to deter a prospective customer, t…
- Review solicitationReview solicitation is the act of asking customers to leave a review, through email, SMS, in-person prompts, r…
- QR review linkA QR review link is a printed or displayed code that opens a business's review form directly, removing the sea…
- User-generated content (UGC)User-generated content is any content about a business created by its customers rather than by the business — …
- Review schemaReview schema is structured data markup that tells search engines a page contains a review or an aggregate rat…
- Review managementReview management is the operational process of monitoring, responding to, and learning from reviews across ev…
- Reputation managementReputation management is the broader discipline of shaping what a search for your business name returns, of wh…
- Review responseA review response is the business's published reply to a customer review, visible to everyone who reads the or…
- Review widgetA review widget is an embeddable component that displays live reviews from a platform on your own website.…
- Review monitoringReview monitoring is the practice of detecting new reviews across all platforms promptly enough to respond wit…
- Review reply toneReply tone is the register a business writes its review responses in, and it is the single most-noticed elemen…
- Brand voiceBrand voice is the consistent personality and register a business uses across everything it publishes, includi…
- Review request emailA review request email is a message sent after a purchase or visit asking the customer to leave a public revie…
- Multi-location review managementMulti-location review management is handling reviews across several branches, each with its own profile, ratin…
Metrics
- Review velocityReview velocity is the rate at which a business accumulates new reviews over time, usually measured per month.…
- Review recencyReview recency is how recently a business's most recent reviews were posted, and how heavily those newer revie…
- Star rating averageThe star rating average is the mean of all published star ratings on a profile, usually displayed to one decim…
- Response rateResponse rate is the proportion of reviews a business has publicly replied to, and on some platforms it is dis…
- Response timeResponse time is the interval between a review being published and the business replying to it.…
- Aggregate ratingAn aggregate rating is the combined score derived from multiple individual ratings for the same entity.…
- Net Promoter Score (NPS)Net Promoter Score is a loyalty metric derived from one question — how likely you are to recommend, on a 0-10 …
- Customer satisfaction score (CSAT)CSAT is the percentage of customers who rate a specific interaction as satisfactory, usually captured immediat…
- Review attributionReview attribution is identifying which part of the business, location, or staff member a review actually conc…
- Review benchmarkingReview benchmarking is comparing your review volume, rating, recency, and reply rate against direct local comp…
- Review seasonalityReview seasonality is the predictable variation in review volume and sentiment across the year for a given cat…
Policy
- Review gatingReview gating is the practice of screening customers before asking for a public review, so only those likely t…
- Fake reviewA fake review is a review written by someone with no genuine customer experience of the business, whether purc…
- Review removalReview removal is the process of asking a platform to take down a review that breaches its content policy.…
- FTC review ruleThe FTC's Rule on the Use of Consumer Reviews and Testimonials, effective 2024, prohibits fake and AI-generate…
- Incentivised reviewAn incentivised review is one written in exchange for something of value — a discount, a free product, entry t…
- Review disputeA review dispute is a formal challenge to a review's legitimacy through the platform's own process, distinct f…
Platforms
- Google Business ProfileGoogle Business Profile is the free listing that controls how a business appears in Google Search, Maps, and t…
- Local packThe local pack is the block of three map-based business results Google shows above the organic listings for se…
- Local SEOLocal SEO is the practice of improving a business's visibility in geographically constrained searches — the lo…
- NAP consistencyNAP consistency means a business's name, address, and phone number appear identically across every directory, …
- Review filterA review filter is a platform's automated system for deciding which submitted reviews are displayed and counte…
- Google review linkA Google review link is the short URL from a Google Business Profile that opens the review form directly for a…
AI
- AI OverviewsAI Overviews are Google's generated summaries shown above traditional results for some queries, synthesised fr…
- LLM visibilityLLM visibility is the extent to which a brand appears in answers generated by assistants such as ChatGPT, Clau…
- llms.txtllms.txt is a proposed convention: a plain-text file at the root of a site that gives language models a curate…
- Entity SEOEntity SEO is optimising for a search engine's understanding of a thing — a business, product, or person — rat…
- Review sentiment analysisReview sentiment analysis is the automated classification of review text by sentiment and theme, usually to su…
- AI review replyAn AI review reply is a response drafted by a language model from the review text, the business context, and a…