Glossary

Definitions, written honestly.

What review-management terms actually mean — including the ones we'll happily tell you we don't do.

Definition

Review routing

A review collection method where customers are invited to leave a public review on the platform of their choice (Google, Yelp, Facebook, etc.) — and unhappy customers are also offered a private feedback channel as an alternative they can opt into.

Read: what is review routing?

Definition

Review gating

A prohibited practice of selectively asking only satisfied customers to leave public reviews while routing dissatisfied customers away from public review platforms.

Read: what is review gating?

Definition

Google Business Profile

Google's free business listing product — formerly Google My Business — that controls how your business appears in Google Search and Google Maps.

Read: what is google business profile?

Definition

Online reputation management

The practice of monitoring, influencing, and responding to what's said about a business across review sites, social media, and search results.

Read: what is online reputation management?

Definition

Review velocity

The rate at which a business accumulates new reviews — typically measured as new reviews per month — and a key signal in Google's local search ranking.

Read: what is review velocity?

Definition

NPS (Net Promoter Score)

A customer loyalty metric calculated from a single survey question: “How likely are you to recommend us to a friend or colleague?” scored 0-10.

Read: what is nps (net promoter score)?

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