Google Review Management Glossary

Key terms and concepts for managing Google reviews, online reputation, and review operations.

Review Gating

Review gating is the practice of pre-screening customers based on their satisfaction level before asking them to leave a Google review, dire…

Review velocity is the rate at which a business receives new Google reviews over a given time period, typically measured as reviews per week…

Sentiment analysis is the automated process of classifying the emotional tone of customer review text as positive, negative, or neutral, oft…

Net Promoter Score (NPS) is a customer loyalty metric that asks "How likely are you to recommend this business to a friend?" on a 0-10 scale…

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific product, service, or interaction, t…

First response time (FRT) is the elapsed time between when a customer posts a review and when the business publishes a reply.…

Review response rate is the percentage of total Google reviews that a business has publicly replied to.…

Review management software is a category of business tools that centralize, automate, and optimize the process of monitoring, responding to,…

Local SEO is the practice of optimizing a business's online presence to attract more customers from relevant local searches on Google and ot…

Google Business Profile (GBP), formerly known as Google My Business (GMB), is a free Google tool that lets business owners manage how their …

Online reputation management (ORM) is the practice of monitoring, influencing, and improving how your business is perceived online through r…

Review fraud refers to any attempt to manipulate online reviews through fake reviews, paid reviews, or other deceptive practices that violat…

A review SLA (Service Level Agreement) target is a defined maximum acceptable response time for replying to customer reviews, typically cate…

Review escalation is the process of routing sensitive, complex, or high-impact customer reviews to more senior or specialized team members f…

Review analytics is the systematic analysis of customer review data to extract actionable insights about satisfaction trends, complaint patt…