2020 Review Management Audit Checklist

review management checklist

Reviews are something that every business needs. Online reviews are crucial to attracting, converting and retaining customers.

Most businesses also have a difficult time attracting reviews. No surprise there, right?

The Review Management Audit Checklist will guide you in winning more of the online reviews your business needs. The insights you gain will provide you with actionable strategies, tactics and tips you can use to win more five-star reviews.

How to use our Review Management Checklist

The details we share in the checklist will have a cumulative and compounding effect on your business. The more of these tips and strategies you include, the better your online reviews will be. You’ll have the leverage needed to drastically improve the results you’re able to achieve from your online reviews.

Pick and choose what works for you.

You know your business best and which of these tools will fit with your business. We recommend trying them all as you’ll find your results will increase dramatically when they are used together.

Get your free Review Management Checklist

Organize, strategize, and execute your review management and marketing with our easy to use interactive checklist.

get reviews for your business

Review management is a game changer.

Start implementing the most important digital marketing strategy for your and your business.

Auditing Review Management Checklist

Your reviews are the foundation of almost any marketing campaign. At some point, customers will want to look at your reviews to prove or validate the claims you’ve made about your business.

Gaining and improving reviews then requires that you look at your review management campaigns and portfolio. Here’s a list of the basic details you’ll need to have in place to set your campaigns up properly.

  1. Create an audit review listings spreadsheet.

Make a list of the mainstream, niche and specialty review sites unique to your industry. Mainstream websites include Google Reviews, Facebook Recommendations and Yelp.

Examples of specialty or industry specific review sites could be ZocDoc for doctors and Avvo for attorneys.

Search for your business and each location you’d like to verify. You’ll want to verify that you’ve claimed/control each listing.

Next, you’ll want to take stock of (a.) the total number of reviews and (b.) the number of reviews received in the last three months.

2. Claim, set-up and optimize review site listings 

If you’re starting from scratch you’ll want to create/claim, set up and optimize your review site listings.

Go through and setup profiles for optimization on each of your niche/industry specific sites as well. An optimized review profile includes:

    • Name, address, and phone
    • Photos & videos
    • Questions and answers (if relevant)
    • Descriptions
    • Keywords, tags, and categories
    • Hours of operation
    • Website address
    • Booking or appointment URLs (if applicable)
    • Call to action

3. Set Quarterly Goals

You’ll want to set specific goals for your review management campaign.

Internal goals – ie five new 4 or 5 star reviews on two different sites each month. Prioritize Google and other mainstream platforms first.

External goals – ie. overtake competitors on mainstream and niche review sites by end of Q3. Have a systematic effort in place to catch, outperform, and surpass your competitors.

Why does this matter?

Because prospective customers set the tone here. They decide which review site matters most to them. These review sites are a fundamental part of their decision making process. Your business should be present on each of the review sites prospective customers use to find what they need.


Strategy and Implementing Review Management Checklist

You’ll need to determine the who, what, where, when and how of your campaign. Take the time to define your campaign strategy, roles and responsibilities, details, etc.

  1. Set Your Strategy
    • Decide who is in charge of review management. Is it marketing, customer support, business owner, marketing agency?
    • Create review management protocols. If you’re using review management software, you’ll want to setup notifications for each of the review platforms you’ve listed earlier so they’re able to respond to reviews as they come in.
    • Create a response policy. Which reviews do you respond to (all, positive, negative, neutral) and when? Will you provide employees with scripts and templates they can use? Are they free to respond as they need to or do they need to respond specifically as outlined in your documentation? What should the overall tone of their responses be? How much authority will responders have/receive to solve/resolve customer concerns?
    • Set reporting guidelines. Create reporting plan outlining who will receive the reports (e.g. executives, dept. managers, directors, etc.). Which reviews (e.g. positive or negative) will be shared with employees? Will employees in your incentive program receive more data than those who are not participating?

2. Review Acquisition Implementation

How will you acquire reviews? You’ll need to determine whether you plan on using a review management platform or plan on requesting reviews manually. You will need to:

    • Set up your review funnel – this makes it easy for customers to leave reviews.
    • Set up email drip campaigns to automate review requests.
    • Determine how often to send emails.
    • Write copy for your emails.
    • Include links to your review sites.
    • Set up a repeatable routine to upload email addresses for review request campaigns.
    • Train sales and support staff on when and how to ask for reviews.
    • Educate your employees on the strategy.
    • Provide employees with marketing messaging and links to review sites.


Review Marketing Checklist

The more you share your reviews, the harder they work for you. Here’s a set of details you can use to improve the effectiveness of each and every review.

You’ll want to:
    • Set up a testimonials  showcase on your website.
    • Connect an automated plugin with curated reviews.
    • If you don’t have a plugin, you’ll need to set a schedule for adding new reviews to your site.
    • Create a social media sharing strategy.
    • Determine when positive reviews will be shared.
    • Decide which ratings you will share – 4 and 5 stars? 5 stars only?
    • Include reviews in your advertising.


Use These Review Management Checklists to Outperform

Reviews, as you know, are incredibly important – but they’re under-utilized.

Once they’ve received them, most businesses neglect their reviews. They fail to provide their customers with the underlying structure they need to help their business.

They don’t see the connection.

You’re now in the know. Online reviews are kingmakers – if you know how to use them properly. As we’ve seen, online reviews can be used throughout the sales and marketing funnel. But only if your review management campaign has structure – the systems and procedures needed to perform well.

Can you deliver?

You can if you follow the items listed in this checklist. With a clear plan to follow and some upfront preparation, you’ll have the resources you need to run circles around the competition. A complete surprise to everyone, except you.

Get your FREE Checklist

Organize, strategize, and execute your review management and marketing with our easy to use interactive checklist.

Review management is a game changer.

Start implementing the most important digital marketing strategy for your and your business.