Qualifications:

• No formal review response strategy. Ad-hoc responses without brand consistency or escalation procedures.
• Reviews checked sporadically. Response times often exceed a week. Many reviews go unanswered.
• Minimal tracking of review metrics. No systematic analysis or improvement initiatives. Ratings below 4.0 unaddressed.
• No systematic review generation. Reliance on organic reviews only. Inconsistent or no customer outreach.
• Review insights rarely shared with operational teams. No systematic process for translating feedback into improvements.

Resources: 

Brand Voice Template | Response Library Template | Escalation Matrix Template  | Reporting Template | Review Generation Recommendations 

Qualifications:

• Basic response templates exist but inconsistently applied. Informal escalation process with unclear SLAs.
• Regular monitoring but inconsistent response times. Some reviews addressed within 48–72 hours.
• Basic tracking in place but irregular analysis. Some awareness of performance gaps but limited action plans.
• Occasional review requests through basic channels. Limited automation or follow-up processes in place.
• Occasional sharing of review trends. Limited integration between reputation management and operations teams.

Resources: 

Brand Voice Template | Response Library Template | Escalation Matrix Template  | Reporting Template | Review Generation Recommendations 

Qualifications:

• Comprehensive playbook with brand-aligned templates. Clear escalation procedures and defined SLAs consistently followed.
• Consistent monitoring with most reviews responded to within 24–48 hours. Established workflows and accountability.
• Location performance tracking reported on a regular basis. Proactive improvement plans for locations below 4.0 rating target.
• Consistent review request workflows across multiple channels. Defined follow-up processes with measurable results.
• Regular reporting of high level insights to local teams. Established feedback loop between reputation management and operations teams.

Resources: 

Brand Voice Template | Response Library Template | Escalation Matrix Template  | Reporting Template | Review Generation Recommendations 

Qualifications:

• Advanced response system with personalized templates. Escalation process in place with tracking to optimize performance across locations.
• All reviews responded to within 24 hours with quality assurance processes. Automated notifications to alert teams to new reviews.
• Regular location performance reporting with almost all locations exceeding a 4.0+ average rating.
• Advanced, personalized review generation campaigns with review targets per location to ensure high review velocity.
• Review & sentiment insights tracked by location or region. Internal processes or incentives help operationalize improvements and train teams to improve the customer experience.

Resources: 

Brand Voice Template | Response Library Template | Escalation Matrix Template  | Reporting Template | Review Generation Recommendations