Context
Use this when a local business needs a structured approach to review management across multiple platforms. Reviews drive local pack rankings (Google confirms review quantity and quality as a local ranking factor), influence purchase decisions, and feed AI recommendation engines. This skill produces a complete review management system: audit, response playbook, generation strategy, and monitoring cadence.
Procedure
- Inventory all review platforms relevant to the business type and industry.
- Audit current review data per platform: total reviews, average rating, review velocity (reviews per month), most recent review date.
- Analyze sentiment distribution: categorize recent reviews (last 6 months) as positive (4-5 stars), neutral (3 stars), or negative (1-2 stars).
- Identify unanswered reviews across all platforms and calculate response rate.
- Create personalized response templates by sentiment tier (positive, neutral, negative) and platform, maintaining brand voice.
- Design review generation strategy: identify post-service touchpoints, create request workflow (email, SMS, in-person, QR code), and draft request copy.
- Define escalation criteria: when does a negative review require management action vs. standard response?
- Recommend review schema (AggregateRating JSON-LD) for the website to display review data in search results.
- Set monitoring cadence and alert triggers.
Output Format
# Review Management Plan: [Business Name]
## Review Audit
| Platform | Rating | Count | Velocity (per month) | Last Review | Response Rate | Status |
|----------|--------|-------|---------------------|-------------|--------------|--------|
| Google | 4.2 | 87 | 5.2 | [date] | 40% | ⚠️ Low response rate |
| Booking.com | 8.1/10 | 134 | 8.0 | [date] | 90% | ✅ Healthy |
| TripAdvisor | 4.0 | 23 | 1.5 | [date] | 10% | ❌ Neglected |
| Zoover | 7.8/10 | 45 | 2.0 | [date] | 0% | ❌ No responses |
## Sentiment Analysis (last 6 months)
| Platform | Positive (4-5★) | Neutral (3★) | Negative (1-2★) | Trend |
|----------|-----------------|--------------|----------------|-------|
| Google | 72% | 18% | 10% | Stable |
## Common Themes
| Theme | Frequency | Sentiment | Example Quote |
|-------|-----------|-----------|---------------|
| [Theme] | [N mentions] | Positive/Negative | "[quote]" |
## Response Templates
### Positive Review Response (Google)
"[Name], dank je wel voor je mooie review! Fijn dat jullie genoten hebben van [specific reference]. We kijken uit naar jullie volgende bezoek aan Wetland. Tot dan!"
### Negative Review Response (Google)
"[Name], bedankt dat je de tijd neemt om je ervaring te delen. Het spijt ons dat [acknowledge specific issue]. [Specific action taken]. Neem gerust contact op via [email/phone] zodat we dit persoonlijk kunnen bespreken."
### Neutral Review Response (Booking.com)
"Dear [Name], thank you for staying with us. We're glad you enjoyed [positive point]. Regarding [concern], we have [action]. We hope to welcome you back."
## Review Generation Strategy
| Touchpoint | Timing | Channel | Copy | Platform Target |
|------------|--------|---------|------|----------------|
| Post-checkout | Same day | Email | [draft] | Google |
| Post-stay follow-up | Day 3 | Email | [draft] | TripAdvisor |
| On-site signage | During stay | QR code | [draft] | Google |
## Escalation Criteria
| Trigger | Action | Owner | Timeline |
|---------|--------|-------|----------|
| 1-star review mentioning safety | Immediate management review + response | Manager | 4 hours |
| 3+ negative reviews in 7 days | Investigate root cause, pause review requests | Owner | 24 hours |
| Rating drops below 4.0 | Activate recovery plan | Team | 48 hours |
## Schema Recommendation
Add AggregateRating JSON-LD to homepage with review data from primary platform.
## Monitoring Cadence
| Task | Frequency | Owner |
|------|-----------|-------|
| Check all platforms for new reviews | Daily | [assigned] |
| Respond to new reviews | Within 24-48 hours | [assigned] |
| Update sentiment analysis | Monthly | [assigned] |
| Full review audit refresh | Quarterly | [assigned] |
QA Rubric (scored)
- Platform coverage (0-5): all relevant platforms for the business type are audited.
- Response quality (0-5): templates are personalized, policy-compliant, and maintain brand voice.
- Generation strategy (0-5): specific touchpoints with timing, channel, and copy provided.
- Escalation clarity (0-5): triggers are specific, actions are defined, owners are assigned.
Examples (good/bad)
- Good: "Google: 87 reviews, 4.2 avg, 5.2/month velocity. Response rate: 40% (below target 80%). 3 negative reviews in the last month mention 'noisy neighbors' — escalation triggered. Recommended: respond to all 52 unanswered reviews within 2 weeks, implement post-checkout email with direct review link (template provided), add AggregateRating schema showing 4.2★ from 87 reviews."
- Bad: "Get more reviews. Respond to reviews. Your rating is 4.2." (no platform breakdown, no response templates, no generation strategy, no escalation criteria)
Variants
- Audit-only variant: review data collection and sentiment analysis without response templates or generation strategy.
- Recovery variant: focused on addressing a rating decline — root cause analysis, accelerated response plan, and targeted review generation.
- Multi-language variant: response templates and generation materials in multiple languages for international businesses.