Metrics
Review attribution
Review attribution is identifying which part of the business, location, or staff member a review actually concerns.
Multi-location businesses routinely mis-attribute reviews to the wrong site, which corrupts both the operational signal and the reply, since a manager apologises for something that happened somewhere else.
Staff-level attribution is the highest-value form: named staff appear in a large share of reviews, positive and negative, and that is actionable in a way an overall score is not.
In practice
Tag reviews by location and by named staff member as they arrive. The monthly pattern is where the operational value is.
Common questions
- Should I share negative reviews with named staff?
- Yes, privately and with context. Discovering it publicly is worse, and the pattern across months matters more than any single review.