Reputation collects the reviews people have left, with their rating and what they said.
What it does
Shows the reviews, the rating on each, the average across all of them, and how many gave you full marks. You can remove one.
That is the whole surface, and this article says so rather than implying more. It is a record of what has been said. It is not a review-response tool: there is no reply path, no request-a-review flow, and no syncing back to whatever platform a review came from.
Knowing that up front saves looking for a button that is not there.
What the average is actually telling you
Less than people think, and it is worth being clear because averages get put in front of boards.
An average over a small number is noise. Nine reviews and one bad one is a rating of 4.1, which looks like a problem and is one person.
An average over a long period hides a trend. A business that was excellent for two years and has slipped for three months still shows a good average, and the average is the last thing to move.
Read the recent ones, not the number. The three most recent reviews tell you more about how you are doing right now than the average of two hundred.
The five-star count
Useful for one thing: the shape of the distribution.
A rating of 4.2 built from mostly fives with a few ones is a different business from a rating of 4.2 built from mostly fours. The first has an operational failure affecting some customers. The second is consistently a bit disappointing.
Those need completely different responses, and the average cannot distinguish them.
Where reviews come from
Recorded here, from wherever your organisation collects them.
Worth being clear internally about which platforms count, because a rating quoted in a board pack that turns out to be a partial view of one channel is worse than no rating.
Write down what is included. One line, kept with the report.
Deleting a review
You can, and mostly you should not.
Delete a review that is not about you, or that is abusive, or that is a duplicate. Those are housekeeping.
Do not delete a review because it is bad. A page of unbroken praise is read as curated, and it is the single most common reason people stop trusting reviews. A handful of critical reviews with the rest positive is more persuasive than perfection.
There is also a practical point: deleting it here does not remove it from wherever it was originally left.
One person watches this
Reputation has no alerts, so it only works if somebody has a reason to open it. Put it on somebody's monthly list or accept that it will be read the week after it mattered.
What to do with a bad review
Nothing on this surface, which is the honest answer, because there is no reply from here.
What it is genuinely good for is noticing. A critical review is a customer telling you something they did not tell your support team, and the useful response happens elsewhere: find the customer, look at their record, and deal with the actual problem.
Look them up. A review from an account with three open tickets is a different situation from one from a customer you have never heard from, and only one of them is a surprise.
What a rating is worth
Externally, less than most businesses assume, and worth knowing before you build a programme around it.
Buyers discount perfect ratings and read the negative reviews first. What persuades is a good average with visible, specific, reasonably-answered criticism, which is the opposite of what most organisations try to produce.
Volume matters more than the score past a point. Twelve reviews averaging 4.4 is more persuasive than four averaging 5.0.
Never buy them
Obvious, and worth stating because the pressure to is real when a rating dips. Bought reviews are identifiable, they get removed, and the removal is more damaging than the original rating ever was.
Asking for reviews
Not something this does, and worth saying because it is the question everybody has next.
The mechanism most businesses use is a message after a good outcome, sent from wherever they manage customer communication. If you want that, it belongs in Marketing or as an automation, triggered by whatever counts as a good outcome in your business.
Ask at the right moment. After something went well, not on a schedule. A request arriving the week somebody had a problem does real damage.
Ask everybody, not just the happy ones. Selecting who you ask is how a rating becomes meaningless, and people can tell.
Using them as a signal, not a score
The most useful thing this surface does is give you somewhere to notice a pattern.
Read them as a batch, monthly. One at a time they are anecdotes. Ten together are information, and the same complaint appearing three times is a operational finding rather than three unhappy people.
Match them against your support queue. A complaint that appears in reviews and never in tickets means people are not telling you directly, which is worse than the complaint.
Reviews and the customer record
The point of holding these here rather than reading them on somebody else's platform is that a reviewer is often already a record.
Look up whoever left it. Their deals, their tickets, their conversations. A critical review from an account with three open tickets is a support failure that already had warning signs. One from a quiet account is genuinely new information, and the two deserve different responses.
That lookup is the whole reason this surface is inside the platform rather than a browser tab.
What it will not do
It will not fetch reviews from other platforms. What is here is what has been recorded.
It will not reply, respond or escalate. All of that happens where you talk to customers.
It will not alert you. Reputation is a surface you visit, not one that comes and finds you.
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