What is the Reputation Report? The Reputation Report provides detailed analysis of customer review sentiment, trends over time, and response performance. Use this to monitor your online reputation health and identify improvement areas.

Key Benefits:

• Sentiment Breakdown: See positive, neutral, and negative review distribution with percentages

• Trend Visualization: Graph showing sentiment trend over the selected time period

• Response Metrics: Track average response time and rate across all reviews

• Unresolved Issues: Monitor count of negative reviews awaiting response

• Account Filtering: Drill down into specific Google Business accounts

• Export Options: Download as PDF with visual trend chart and sentiment summary

Accessing the Report: Navigate to Reports dropdown > Reputation to open the report page.

Filters Panel:

At the top of the report, configure:

• Account (Optional): Select a specific account or leave blank to include all accounts

• Period Type: Select Days or Month to control the timeframe

• Days (if selected): Choose timeframe - 7, 30, 60, 90, 180, or 365 days

• Month (if selected): Pick the specific month to report on

Click "Run report" to generate analysis. Use "Export PDF" for a visual summary with charts and KPIs.

Sentiment Breakdown:

Three metric cards show review distribution:

• Positive Reviews: Count and percentage of 4-5 star reviews

• Neutral Reviews: Count and percentage of 3 star reviews

• Negative Reviews: Count and percentage of 1-2 star reviews

These percentages are calculated from total reviews in the selected period. Color-coded cards help visualize distribution at a glance.

Sentiment Trend Chart:

A line graph displays the trend over time:

• X-Axis: Days within the selected period

• Y-Axis: Average sentiment score (higher = more positive)

• Trend Line: Shows whether sentiment is improving or declining

Use the trend to identify:

• Positive Movements: When did sentiment improve? Link to specific actions.

• Negative Dips: When did sentiment drop? Investigate possible causes.

• Seasonal Patterns: Do sentiment trends align with business cycles?

Response Performance:

Unresolved Negatives: Number of 1-2 star reviews without replies

• High count indicates reputation risk - negative sentiment is public without your response

• Priority should be to reply to all negative reviews within 24-48 hours

Avg Response Time (Negatives): Average hours between receiving a negative review and posting a reply

• Calculated on business hours basis (more realistic for staffing)

• Target: Under 24 hours, ideally same-day for crisis management

• Longer times may indicate:

- Reviews aren't being monitored regularly

- Staffing gaps during review surge periods

- Complex issues requiring management approval before response

Understanding Sentiment Calculation:

Sentiment is determined automatically from review text and rating:

• Positive: 4-5 star reviews or positive language in text

• Neutral: 3 star reviews (satisfied but not enthusiastic)

• Negative: 1-2 star reviews or negative language regardless of stars

Text analysis enhances pure star rating to catch nuanced feedback.

Historical Comparison:

Run the report for different periods to compare:

• Week-over-week: Quick performance check

• Month-over-month: Standard performance tracking

• Quarter-over-quarter: Strategic trend analysis

• Year-over-year: Long-term health assessment

Interpreting Results:

Positive Trend (Upward Line):

• Business is improving customer satisfaction

• Response efforts are working - negative reviews are getting replies

• Good time to highlight improvements to marketing team

Negative Trend (Downward Line):

• Customer satisfaction is declining

• May indicate product/service quality issue or operational challenge

• Investigate root causes and take corrective action quickly

High Unresolved Negatives:

• Reputational risk - unhappy customers seeing no response

• Immediate action needed: triage and respond to critical reviews

• Consider staffing plan to handle review volume

Long Response Time:

• Customers waiting days for replies (looks bad, hurts trust)

• Implement daily review monitoring routine

• Set response time targets and track accountability

Use Cases:

• Daily Monitoring: Run 7-day report each morning to catch trends early

• Weekly Team Meetings: Share sentiment metrics and discuss improvement areas

• Monthly Reviews: Run 30-day report to measure monthly sentiment health

• Crisis Response: Run report immediately if sentiment drops sharply to quantify issue

• Stakeholder Updates: Export PDF for board/leadership meetings

• Training Material: Show team sentiment trends to justify response training needs

Best Practices:

• Run reputation report weekly at minimum, daily if managing multiple locations

• Set internal targets: 80%+ positive, 50%+ response rate, under 24h response time

• Use trend chart to identify patterns - are dips predictable (seasonality)?

• Respond to ALL negative reviews within 24 hours, even brief acknowledgments help

• Track unresolved negative count and make it a team metric

• Compare reputation report with location performance report to link sentiment to business impact

• Export and share reports to reinforce reputation importance across organization

• Use sentiment trends to celebrate wins (upward trends) and motivate improvement efforts