Practice
Review monitoring
Review monitoring is the practice of detecting new reviews across all platforms promptly enough to respond within the useful window.
Failure here is the most common cause of a poor response rate — not unwillingness to reply but not knowing a review exists. Multi-platform businesses routinely discover reviews weeks late.
Native notifications differ wildly in reliability, and several platforms send nothing at all for certain review types.
In practice
Centralise alerts rather than logging into each platform. Anything under four stars should reach a person the same day.
Common questions
- How often should we check for new reviews?
- Daily at minimum, or use alerts. The reply window that changes minds closes within about 48 hours.