Online Reputation Management Glossary

Online reputation management terms

Use this glossary to understand the language behind customer review workflows. Each term links to a practical next step where RepBot has a guide.

Google Business Profile

The free Google listing a business can manage for its presence on Search and Maps. Business owners can read and respond to Google reviews from the profile.

Review response

A public reply from a business to a customer review. A useful response acknowledges the review, addresses a specific point without revealing private information, and stays within what the business knows. See our response examples.

Star rating

A one-to-five score that may accompany a written review. A low score by itself is not a policy violation. Our one-star guide shows how to reply thoughtfully.

Review monitoring

The routine of checking new reviews, identifying feedback that needs attention, and tracking whether a response has been drafted or published.

Brand voice

The words, tone, and boundaries a business uses to communicate consistently. A response draft should reflect that voice and still be checked by a person before publication.

Review policy violation

Review content that breaks the platform's rules, such as fake engagement, conflicts of interest, or harassment. A negative opinion alone does not qualify. Read how to report a Google review and Google's content policy.

Review reporting

Flagging a review for a platform to assess against its policies. Google decides the outcome, and reporting does not guarantee removal.

Review generation

Asking customers to share genuine feedback. Google's rules prohibit paying for reviews or selectively soliciting positive ratings. Learn about review request QR codes.

Online reputation management

The practice of listening to customer feedback, responding where appropriate, and improving the customer experience. Ratings are one signal; the substance of reviews matters too.

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