Make your rating match your work
Your rating is the last thing people check before they buy, and usually the only part of your marketing written by someone else. We build the asking into your customer journey, handle the replies, and turn what comes back into something you can actually act on.
What a neglected profile costs you
A rating is rarely a measure of how good a business is. It is a measure of who was asked, when they were asked, and whether anyone replied.
- Satisfied customers never leave one, frustrated ones always do
- A rating that does not reflect the quality of the work
- One bad review from years ago still sitting near the top
- Nothing answered, positive or negative
- Strong on one platform, invisible on the one buyers actually check
- Local competitors ranking above you on review count alone
- The same complaint recurring and nobody tracking it
- A profile that has quietly stopped growing
The full cycle, handled
Most businesses need two or three of these rather than all six. We will tell you which ones are worth paying for in your situation.
Review request campaigns
The request built into the moment your customer is happiest, over email, SMS, QR or receipt, worded to be easy to say yes to and reduced to a single tap.
Platform strategy
Google Business Profile carries most local buying decisions, but your sector may live on Trustpilot, Booking, Yelp or a trade directory. We concentrate effort where your buyers actually read.
Response management
Replies drafted in your voice for everything that arrives, written for the hundred people reading rather than the one who posted. A good reply to a bad review sells better than silence does.
Monitoring and alerts
New reviews flagged across every platform you appear on, so a serious complaint gets a same day answer instead of sitting unnoticed for a fortnight.
Theme reporting
Ten reviews mentioning delivery times is an operations problem wearing a reputation costume. We surface what keeps recurring so you can fix the cause instead of the symptom.
On-site display and schema
Reviews pulled onto your own site where they influence the sale, with the structured data implemented correctly so they are eligible to appear in search results.
Four levers, and only one of them is the average
Most businesses fixate on the star rating and ignore the three things sitting next to it, which are often easier to move and count for more.
Volume is the one buyers use as a proxy for whether you are established. A 4.6 from 300 people beats a 5.0 from four, every time. Recency matters just as much, because a profile whose last review is fourteen months old reads as a business that may not still be trading. Response rate is the one almost nobody works on, and it is visible to every reader: a business that answers everything looks like a business that is paying attention.
The average itself is the slowest of the four to shift, especially once you carry a few hundred reviews, which is exactly why we start with the other three. They compound faster and they are what a buyer scanning three competitors actually compares.
All four also feed local search. Review signals are part of what decides who appears in the map pack, so this work runs alongside local SEO rather than separately from it.
Set it up once, then keep it running
Audit
Where you appear, what your ratings and volumes are, what people actually say, and how that compares to the competitors showing up beside you.
Build the ask
The request wired into your real customer journey on the platforms that matter, then tested so we know the version that actually gets completed.
Respond
We draft, you approve, and the difficult ones get handled properly rather than defensively or three weeks late.
Report
Volume, recency, response rate and themes, tracked monthly, so the profile becomes an input to the business rather than a scoreboard nobody reads.
Before you get in touch
How quickly will my rating improve?
It depends almost entirely on how many reviews you already carry. A profile with 20 moves quickly. One with 500 has a lot of inertia, and the average will take months to shift no matter what anyone tells you. That is why we work volume, recency and response rate first: they move in weeks, they are visible to buyers immediately, and they carry weight in local search on their own.
Which platforms should we focus on?
For most local businesses, Google Business Profile is worth more than everything else combined, because it appears at the moment of decision. Beyond that it is sector specific: hospitality lives on Booking and TripAdvisor, trades on checkatrade style directories, ecommerce and services on Trustpilot. The audit tells us where your buyers actually look, and we would rather build a strong presence on two platforms than a thin one on six.
Can you respond to reviews on our behalf?
Yes, and it is usually the fastest improvement available. We draft in your voice and route them for approval, so nothing goes out sounding like it came from an agency. Once the tone is calibrated, most clients move to approving in batches, and the difficult ones always come to you first.
Can a bad review be removed?
Only the platform can remove one, and only where it breaches their policy: fake, defamatory, containing personal information, or posted about the wrong business. Where that applies we report it properly and the platform decides. A review that is simply critical and truthful will stay, which is not the disaster it feels like. A well judged public reply usually does more for the next reader than a removal would have.
Do reviews affect search rankings?
For local search, meaningfully. Review count, rating and recency are among the signals that influence who appears in the map pack, and they affect click through rate once you are there. For non local search the effect is indirect but real, because reviews shape whether someone picks your result over the one above it.
We barely get any reviews. Is that fixable?
Usually, and faster than most of what we do. Low volume is nearly always an asking problem rather than a satisfaction problem. Businesses either never ask, ask through a channel their customers ignore, or ask so long after the fact that the moment has gone. Fixing when and how you ask typically changes volume more than anything else on this page.
Start with where you actually stand
Send us your business name. We will look at every platform you appear on, what people are saying, and what is realistically achievable, before you commit to anything.
No retainer required to find out where you stand.