Appearance
Managing Google Reviews
View all your Google reviews in one place and track your online reputation.
Viewing Reviews
Reviews Dashboard
Access your reviews from Settings > Google Reviews. You'll see:
- Business rating - Your overall star rating from Google
- Total reviews - Number of reviews synced
- Last synced - When reviews were last fetched
- Review list - All your reviews in chronological order
Review Cards
Each review shows:
| Field | Description |
|---|---|
| Author | Customer's Google display name |
| Rating | 1-5 star rating |
| Date | When the review was posted |
| Text | The review content |
| Owner Response | Your response (if any) |
Filtering Reviews
By Star Rating
Filter reviews to see specific ratings:
- All reviews - Show everything
- Positive (4-5 stars) - Happy customers
- Negative (1-3 stars) - Reviews needing attention
By Response Status
See which reviews need your attention:
- All - Every review
- Responded - Reviews with owner responses
- Needs response - Reviews without responses
Respond to Negative Reviews
Reviews with 3 stars or fewer often indicate customer concerns. Responding promptly and professionally can turn unhappy customers into loyal ones.
Understanding Your Reviews
Rating Distribution
See how your reviews break down by star rating:
| Stars | Meaning |
|---|---|
| 5 stars | Exceptional service - the customer is delighted |
| 4 stars | Good service - met expectations |
| 3 stars | Acceptable - room for improvement |
| 2 stars | Poor experience - specific issues |
| 1 star | Very negative - significant problems |
Review Dates
Review dates are shown as:
- Recent: "a week ago", "2 months ago"
- Older: Specific dates like "March 2024"
These are relative dates from when Google displays the review.
Responding to Reviews
YardPilot shows your Google owner responses alongside reviews. To respond:
- Go to your Google Business Profile
- Find the review
- Click Reply
- Write your response
- Your response will appear in YardPilot after the next sync
Response Best Practices
- Thank positive reviewers - A simple "Thank you for choosing us!" goes a long way
- Address concerns professionally - Acknowledge issues and offer to make things right
- Keep it brief - 2-3 sentences is usually enough
- Respond quickly - Within 24-48 hours is ideal
Review Notifications
Getting Notified
Set up automations to get notified about new reviews:
- Go to Settings > Automations
- Find New Google Review rules
- Enable notifications for:
- All new reviews
- Negative reviews only (1-3 stars)
- Positive reviews only (4-5 stars)
Notification Options
| Option | Use Case |
|---|---|
| All reviews | Stay on top of every review |
| Negative only | Focus on issues needing attention |
| Positive only | Celebrate wins with your team |
Review Metrics
At a Glance
Your Google Reviews dashboard shows:
| Metric | Description |
|---|---|
| Average rating | Your overall star rating (e.g., 4.8) |
| Total reviews | How many reviews you have |
| Recent reviews | Reviews from the last 30 days |
Tracking Improvement
Monitor your review performance over time:
- Are you getting more reviews?
- Is your average rating improving?
- Are customers mentioning specific services?
Common Review Patterns
Positive Themes
Look for patterns in 5-star reviews:
- Specific team members mentioned
- Services customers love
- What makes you stand out
Areas for Improvement
3-star and below reviews often highlight:
- Communication gaps
- Scheduling issues
- Quality concerns
- Pricing questions
Use these insights to improve your service.
Frequently Asked Questions
How often are reviews synced?
Reviews sync automatically every 24 hours. You can also trigger a manual sync anytime from Settings.
Why don't I see my latest review?
Click Sync Now in Settings > Google Reviews to fetch the latest reviews immediately.
Can I respond to reviews from YardPilot?
Currently, you need to respond directly on Google Business Profile. Your responses will appear in YardPilot after the next sync.
Do deleted Google reviews disappear from YardPilot?
No, YardPilot keeps a record of all synced reviews for your historical reference, even if they're later removed from Google.
Can I export my reviews?
Review export functionality is coming soon. For now, you can view all reviews in the dashboard.
Next Steps
- Automations - Set up review request automations
- Communication Templates - Create review request email templates