Business review management software - more Google reviews, fewer bad ones
Ask happy customers for a public review at the moment they are happiest, and route an unhappy one to your owner while it is still fixable. Both halves matter.
NPS scoringDetractors reach the ownerReviews on your site
3 detractors flagged this week · all contacted within 24h
What review management does for a business
It asks customers how they are finding the business at sensible moments, scores the answer, and acts on it: promoters get invited to leave a public Google review, and detractors get a manager contacting them the same day.
How the rating gate works
One internal question, three different follow-ups depending on the answer.
Scores of 9 or 10 - asked for a Google review, in person
They are already happy and they said so ten seconds ago. This is the only moment a review request works, and the ask includes the direct link so it takes one tap.
Scores of 7 or 8 - thanked, nothing asked
A passive is not unhappy, but they are not an advocate either. Pushing them to review produces a lukewarm three-star that drags your average down.
Scores of 6 or below - routed to the owner, never to Google
A task, an email to the owner and the front desk, and a conversation the same day - while the problem is still small enough to fix.
Why unhappy customers are never sent to Google
Because asking someone who has just told you they are unhappy to go and publish that opinion is not feedback collection - it is self-harm with extra steps. The useful response to a detractor is a phone call, not a review link.
To be precise about what this is: the internal NPS response is routed differently depending on the score. Nobody is prevented from leaving a public review. Any customer can open Google and write whatever they like at any time, and Google’s policies require exactly that. What changes is only who we ask, and what we do with an unhappy answer.
The distinction matters legally as well as reputationally. Review gating in the prohibited sense means blocking negative reviews from being left. That is not what happens here, and any tool that does do it puts your listing at risk.
This is a feedback routing mechanism, not a review filter. Customers retain full access to leave public reviews at any time.
Collecting NPS without annoying anyone
- Asked at meaningful moments - after onboarding, at ninety days, at the plan anniversary
- One question, answered in a single tap, with no login and no form
- Never more than once a quarter for the same customer
- Skipped entirely for anyone who has opted out of messaging
- The score is stored on the customer record, so you can see a trend rather than a snapshot
When a detractor is flagged, what happens
Customer tagged as a detractor
The tag goes on the record immediately and stays visible to anyone who opens it, so nobody sells to them without knowing.
Urgent task raised for the manager
Named, dated and with the score and any comment attached. Not a general note in a shared inbox.
Owner and front desk emailed
Because the customer is likely to be in the building this week, and whoever is on the desk should know before they greet them.
Showing reviews on your business website
Approved reviews can be displayed on your own site through a widget, which is worth doing for two reasons: it is the social proof a prospect actually reads before booking a first appointment, and it keeps the reviews working for you rather than only living on your Google listing.
What Ragnos AI will not do is mark those reviews up as AggregateRating structured data until you have genuine, verifiable reviews in volume. Fabricated or thin rating markup is a manual-action risk on your whole domain, and the star snippet is not worth losing the listing over.
Frequently asked questions
Is this allowed under Google’s review policies?
Yes, as implemented. Google prohibits gating that prevents customers from leaving negative reviews. Here nobody is prevented from anything - customers can leave a public review at any time. What varies is who receives a request and how an unhappy internal response is handled.
How often are customers asked?
At most once a quarter, and only at meaningful points: after onboarding, at ninety days, and at the plan anniversary.
What if a customer leaves a bad public review anyway?
Some will, and that is normal. The detractor flow exists to reduce the number of people who reach that point unheard, not to stop anyone posting.
Can we reply to Google reviews from Ragnos AI?
Reviews from your connected Google Business Profile appear in the platform and can be responded to there.
Do you show star ratings in search results?
Not until you have real reviews in genuine volume. Marking up ratings that are not verifiable risks a manual action against your whole site, which costs far more than a star snippet earns.
Where to go next
All featuresSee the review flow
The NPS question, the three routes, and what a flagged detractor looks like on the manager’s task list.
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