Review Management Software - Collect, Reply, Report

How RHAWK handles it

Collection on autopilot

Trigger requests from job close, appointment complete, or invoice paid. SMS, WhatsApp and email, routed to whichever channel the customer opens.

Reply workflows with approval

Assign reviews, set escalation rules for anything under 4 stars, and keep an audit trail of who approved what.

Portfolio reporting

Rating, volume, velocity and response time rolled up by region, brand or franchise - plus per-location drill-down and scheduled white-label PDFs.

Private feedback first

Score-routed surveys send 5-star customers to a public review and everyone else to a private form, so you fix the problem before it goes public.

The complete guide to review management

The multi-location problem

Single-location review management is a habit. Multi-location review management is an operations problem. Once you pass roughly five locations, three failures appear: response consistency collapses because every manager writes in a different voice and at a different speed, reporting becomes impossible because nobody can produce a portfolio-level rating trend without a spreadsheet exercise, and accountability disappears because a location can drift for months before anyone notices. Software solves this only if it enforces a workflow - assignment, escalation, approval and audit trail - rather than just aggregating reviews into a prettier inbox.

Collection is the lever, response is the hygiene

Responding well protects the rating you have. Collecting systematically is what raises it. The fastest change most operators can make is to move the ask from 'when the manager remembers' to 'automatically, at job close'. Timing matters more than wording: a request sent within an hour of service, while the experience is fresh and the technician's name is still in mind, converts several times better than one sent a week later. Channel matters too - SMS is opened almost immediately, email is opened by a fraction of recipients, and the right system tries the channel that customer actually uses rather than defaulting to one for everybody.

Escalation rules that catch problems early

Every review under four stars should trigger something. In RHAWK you define the rule once: notify the location manager and the regional lead, require approval before a reply publishes, and open a task that stays open until someone marks the customer contacted. The point is not bureaucracy - it is that the twenty-four hours after a negative review are when a refund, a callback or a redo can turn a one-star into an edit. Reviewers update their reviews far more often than owners expect, but only when someone reaches them quickly and personally.

Reporting your leadership will actually read

The metrics that matter are few: average rating, review volume in the period, velocity relative to the prior period, response rate, and median response time. Broken out by location, ranked worst to best, so the conversation goes straight to the outliers. RHAWK produces this as a weekly digest and a monthly white-label PDF, with per-location drill-down for the manager and a portfolio rollup for the person who has to explain performance upward. Franchise structures get scoped access so each franchisee sees only their own locations.

Migration and rollout

Rolling out across a portfolio works best in three stages. Start with a full scan and listing cleanup so the data underneath is correct before you build on it. Then turn on monitoring and reply workflows for every location at once - this costs nothing operationally and immediately surfaces which locations are neglected. Only then turn on automated requests, location by location, so review velocity increases in a controlled way rather than in a suspicious spike. Most portfolios complete all three stages within their 60-day trial.

Frequently asked questions

Does it work for franchises?

Yes. Franchise HQ gets a portfolio rollup with per-location drill-down, and each franchisee sees only their own locations.

Which CRMs integrate?

Jobber, Housecall Pro, ServiceTitan, Homley, Dentrix, Open Dental, Eaglesoft, Shopify, Square, Toast, Clover and any system that can fire a webhook.

Can I stop bad reviews from being requested?

Surveys route by score - customers who rate you below 5 go to a private feedback form instead of a public review ask. That's compliant everywhere, because you never suppress a review someone chose to write.

Review management software built for multi-location operators

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