Reviews
If you are managing multiple locations, always select the desired location from the highest navigation bar to ensure you are viewing the correct data. The upper section of the Reviews Dashboard provides real-time metrics allowing you to evaluate your review generation efforts and management efficiency at a glance.
Key metrics displayed here include:
Overall Average Rating: Your current aggregate rating across all connected review platforms.
Response Rate: The percentage of received reviews that have been responded to by your team.
Average Response Time: The average duration (e.g., in hours or days) it takes for your team to respond to a new review.
Open Reviews: The total number of reviews that have been received but have not yet been addressed with a response.
Understanding Your Performance: Benchmarks for Success
To help you get the most out of your Unify Reviews data, we recommend aiming for the following industry-standard benchmarks. Achieving these targets will significantly improve your local SEO and customer trust.
Metric | Target Goal | Why it Matters |
Overall Average Rating | 4.5 – 5.0 Stars | Aim for 5 stars, but remember that a 4.8 with high engagement is often the most "clickable" score on Google. |
Response Rate | 100% (Negative) / 80%+ (Total) | Always respond to 1- and 2-star reviews. High response rates signal to search engines that your business is active and reliable. |
Average Response Time | < 24 Hours | Speed is a competitive advantage. Responding within the first day shows customers you value their feedback and prioritize service. |
Open Reviews | 0 | Think of your Open Reviews as an "Inbox Zero" goal. Keeping this at zero ensures no customer concern goes unheard. |
Sync Reviews
The Sync Reviews feature ensures that your Reviews Dashboard always displays the most current and accurate customer feedback from all connected review platforms such as Google and Facebook.
How it Works
Automatic Syncing: Unify360 automatically syncs with your connected platforms at regular intervals to pull in new reviews and updates to existing reviews.
Manual Refresh: If you've just received a notification for a new review on a platform, or if you need to ensure instant data accuracy, you can initiate a manual sync by clicking the “Sync Reviews” button shown on the upper right hand side of the Reviews dashboard.
Key Benefits
Real-Time Accuracy: Guarantees that the metrics displayed (like Overall Average Rating and Open Reviews) are based on the absolute latest data.
Complete Management: Ensures all new feedback is immediately available for responding, tagging, and sharing without delay
Review Feed: Managing Customer Feedback
The Review Feed is your central hub for monitoring and engaging with customer feedback across all connected platforms. This real-time list allows you to manage your reputation without leaving the Unify360 dashboard.
Filtering and Sorting
Use the robust filtering tools to help you navigate and prioritize customer feedback.
💡Pro-Tip for Multi-Location Clients: Before filtering, ensure you have selected the appropriate location from the Global Location Dropdown at the top of the dashboard. The Review Feed only displays data for the currently selected location.
Filter/Sort Option | Description |
Search Bar | Quickly find specific reviews by typing a Customer Name, a specific Keyword (e.g., "plumbing" or "late"), or a Location name. |
Source | Filter reviews based on the platform they originated from and on whether they are feedback form submissions or archived reviews. |
Reply Status | Quickly isolate reviews that require a response or those that have already been addressed. |
Rating | Display reviews based on the star rating (e.g., 1-Star, 5-Star). |
Employee | View reviews where a specific team member has been tagged. |
Oldest / Newest | Sort the feed to see the most recent reviews first or the oldest reviews that may still need attention. |
Respond to Reviews
You can respond to reviews directly from the dashboard without logging into individual Google or Facebook profiles.
Manual Reply: Click the Reply + button on any review to open the response window.
AI Response Helper: If you need inspiration, click Generate Response. The AI will suggest a professional reply based on the review's sentiment. You can regenerate the response until it fits your brand voice or edit it manually before sending.
Edit Responses: Any published response can be updated by clicking the Edit button.
Automated Responses: To save time, you can enable Auto-Replies in your AI Settings to handle feedback automatically based on your pre-set criteria.
Tagging Employees to Reviews
Connecting reviews to your team helps track performance and service quality.
Automatic Tagging: The system scans review text and automatically tags employees when their names are mentioned.
Manual Tagging: If a name isn't recognized, use the dropdown menu on the lower-left side of the review card to assign the correct team member.
Sharing to Social Media
Feature exclusive to active Unify Social clients.
Turn positive feedback into marketing content by clicking Share as a Social Post. This will instantly open the Unify Social Post Creator, where the review is formatted into a ready-made graphic. You can then schedule the post or publish it immediately to your social channels.
Archive a Review
To keep your feed organized, use the Archive button to remove reviews that no longer require active attention.
Note: Archiving does not delete the review. You can still view archived content at any time by selecting the Archived status in your filter options.
How to Send an Invite
Inviting customers to leave a review is a seamless process within Unify Reviews.
Open Reviews: Click the Send Invite button.
Note: If you have more than one location, select the correct location first.Select Recipient: Search for an existing customer or manually enter their details.
Review Message: Check the Message Preview to verify the look of the email and text.
Send: Click Edit Templates to customize the wording, or hit Send to finish.