SOP 158:
Collect and Manage Customer Reviews for Google Business Profile

Goal: Collect customer reviews for your Google Business Profile.

Ideal Outcome: Generate a review form and send it to your customers whenever you’ve successfully provided a service. Reply to your customers appropriately and delight them.

Prerequisites or requirements:

You need to have a Google Business Profile account.

Why this is important: Reviews on your Google Business Profile are a big credibility boost to your business and help with your ranking on Google search results.

Where this is done: Google Business Profile.

When this is done: Whenever you’ve successfully provided a service.

Who does this: Marketing Manager, marketing consultant, or any person responsible for marketing strategy for your local business.

Generate a review form and send to your customers

1. Sign in to your Google Business Profile account.
   
   
2. Click “Share review form” under “Get your first review”. If you have existing reviews then the form should be located under “Get more reviews”.
   
   
3. Copy the review form link.
   
   
4. Share the review form with your customers. Here are some suggestions on where you can share your review form:
   1. If you interact directly with the customer, share the form via Whatsapp, Telegram, email, or any messaging platform after you’ve provided a service.
   2. If you run an eCommerce business (or any online business for that matter), set up an automated email after they purchase and share your review form there.
   3. If you have a social media profile for your business (Facebook, Twitter, Instagram etc), reach out whenever someone tags your product or mentions you and share your review form.

Check customer reviews

1. To check a customer review, login to your Google Business Profile dashboard, and click “Reviews”.
   
   
2. You should then see the reviews ordered by the latest date.
   
   

Delete a customer review

1. Sign in to your Google Business Profile account.
   
   
2. Click “Reviews”.
   
   
3. Click on the three-dot (kebab) menu and select “Flag as inappropriate”. Note: Flagging a review as inappropriate doesn’t automatically remove the review. This simply tells Google that this review should be reviewed. If Google determines that the review violates their content policy, only then they will remove the review.

Reply to customer reviews

1. Sign in to your Google Business Profile account.
   
   
2. Click “Reviews”.
   
   
3. Hit the “Reply” button.
   
   
4. Post your reply.
   
5. Wherever possible, use this customer response template to reply to your customers’ reviews.