# Review management

> Review management is the operational process of monitoring, responding to, and learning from reviews across every platform a business appears on.

_Category: Practice · Updated 2026-08-15 · By Elizabeth Davis_

Source: https://happyreplies.com/glossary/review-management

The operational shape is simple and consistently under-done: an alert when a review lands, a named person responsible for a reply, a standard for tone, and a monthly read of themes.

The value compounds through the last step. Individual replies protect reputation; the theme review is what actually reduces the number of negative reviews.

## In practice

Assign one owner, set a same-day rule for negatives, and read the last month's reviews as a batch once a month looking for the repeating complaint.

## FAQ

### Should we use a tool or reply manually?

Manually is fine at low volume. Once you are on three or more platforms, the monitoring is the part that fails first, not the writing.

## Related terms

- https://happyreplies.com/glossary/response-rate
- https://happyreplies.com/glossary/reputation-management
- https://happyreplies.com/glossary/service-recovery