Online Reputation Management · ServiceMOFU
Review management that reflects your real customers
The short answer
Most businesses have far more satisfied customers than their reviews suggest. Unhappy customers review without being asked; happy ones usually don't. The result is a rating that under-represents your real performance — and in local search, where ratings influence both ranking and clicks, that costs customers every day.
PMG runs review management as a compliant system: asking every customer at the right moment, responding to every review, and turning negative feedback into operational fixes.
The programme
- Find the moment of satisfaction — delivery, end of treatment, handover, the end of a good meal.
- Ask every customer, consistently — WhatsApp or SMS with a direct review link, sent at that moment.
- Make it effortless — one tap to the review form, no login hurdles where avoidable.
- Respond to every review within an agreed time, in a human voice.
- Handle negatives properly — acknowledge, apologise where warranted, move offline, resolve, follow up.
- Feed patterns back — recurring complaints go to operations, not just to a reply template.
- Track velocity and rating per platform and per location.
Platform priorities by industry
- Clinics and hospitals — Google, Practo
- Restaurants and cafés — Google, Zomato, Swiggy
- Local services — Google, Justdial, Sulekha, UrbanCompany
- D2C and eCommerce — Google, Amazon, Flipkart, site reviews
- Real estate — Google, 99acres, MagicBricks, Housing
- Employers — Glassdoor, AmbitionBox, Google
What we won't do
- Offer discounts or gifts in exchange for reviews
- Write or buy fake reviews
- Gate reviews by only asking customers we expect to be positive
- Flag legitimate negative reviews as fake
The review programme
- Map platforms — where customers read and leave reviews.
- Set timing — after delivery, visit or service completion.
- Automate requests — WhatsApp, SMS or email with direct links.
- Respond — to every review within agreed times.
- Analyse — themes in reviews feed operations and marketing.
- Showcase — genuine reviews on your site and ads (with permission).
Review management by business type
| Business | Key platforms |
|---|---|
| Healthcare | Google, Practo and doctor directories |
| Restaurants | Google, Zomato, Swiggy, TripAdvisor |
| eCommerce | Marketplaces, Google seller ratings |
| Hotels | Google, TripAdvisor, booking platforms |
A worked example
A hotel's reviews were mostly old, and several negative ones were unanswered. We set up post-stay review requests, responded to every review and fed recurring complaints to operations. Ratings and recency improved, and bookings followed.
Before review management
- Platforms prioritised
- Review-request timing
- Response guidelines
- Escalation to operations
How a Review Management engagement with PMG runs
- Audit (week 0–1). Accounts, analytics, tracking, website, CRM flow and competitors reviewed, with a written list of what's broken, what's wasted and the three moves we'd make first.
- Plan (week 1–2). Break-even ROAS or a target cost per lead, a measurement plan and a 90-day roadmap for Review Management, with owners and dates.
- Launch (week 2–4). Clean structures, verified conversion signals, the first creative sprint and landing-page fixes.
- Optimise (months 2–3). A weekly test cadence, with budget following the cheapest incremental results rather than platform-reported ones.
- Scale (month 3 onwards). New channels, geographies and retention loops, added only when the economics hold.
Every week you get a one-page scorecard, a change log, the test board and a 30-minute call with your strategist. See how we work and pricing for details.
Why teams choose PMG for Review Management
- Measurement first. Unit economics and clean tracking come before any increase in spend.
- You own everything. Ad accounts, data and creative stay in your name; ad spend goes straight to the platforms.
- Senior hands on the account. The strategist you speak to is the person running it.
- Weekly transparency. Scorecard, change log and test board — every week.
- Short minimum terms. We keep clients with results, not contracts.
- India and international. One Mumbai team running campaigns across Indian cities and overseas markets, Mon–Sat, 7am–9pm IST.
Where we run Review Management
We manage Review Management for businesses across India — including Mumbai, Delhi NCR, Bengaluru, Pune, Hyderabad, Chennai, Kolkata and Ahmedabad — and for companies in the UAE, Saudi Arabia, the United States, the United Kingdom, Canada, Australia, Singapore and Germany. Campaigns are planned market by market, with language, currency, platform mix and privacy rules matched to each. See all Indian locations and international markets.
Free growth audit
Get a written audit for Review Management.
No sales call required. Tell us where to look; a strategist replies within working hours and sends the written audit within 72 hours.
- Tracking check
- Pixels, Conversions API, GA4 events and offline conversions — what is firing, what is double-counted, what is missing.
- Wasted spend
- Search terms, placements, audiences and overlap that cost money without producing qualified leads or sales.
- Conversion path
- Landing page speed, message match, form friction and follow-up time — where interested people drop off.
- 90-day priorities
- The three changes we would make first, with the metric each one should move.
Frequently asked questions
Can we offer a discount for a review?
No. Incentivised reviews violate most platforms' policies, and India's consumer protection framework treats fake and incentivised reviews seriously. Ask — don't pay.
How quickly should we respond to reviews?
Within a day or two is a good standard, and faster for negative reviews.
What do we do about a fake negative review?
Report it through the platform for policy violation and reply calmly and factually in the meantime.
How many reviews do we need?
Enough to be credible and recent compared with competitors. A steady flow matters more than a one-off burst.
Should we respond to positive reviews?
Yes — brief, specific thanks shows you're listening and encourages others.
Can we display reviews on our website?
Yes, genuine reviews with permission and accurate attribution. Review schema must follow Google's guidelines.
Can we offer discounts for reviews?
Incentivised reviews breach many platforms' rules and consumer-protection guidelines; we ask for honest reviews only.
How should we respond to fake reviews?
Report them to the platform with evidence, and respond calmly and factually.
Should we respond to every review?
Ideally yes — especially negative ones.
Can we ask customers for reviews?
Yes, as long as you don't incentivise or filter only happy customers where platforms prohibit it.
Is there a long contract?
No. Minimum terms are short, because we would rather keep clients with results than with contracts.
Will we own the ad accounts and data?
Yes. Everything runs in your own accounts with partner access for PMG, and you can see it all at any time.
What do you need from us to start?
Access to ad accounts and analytics, your margins and order values (or deal values), brand assets, and a decision-maker available for a weekly 30-minute call.
Works best alongside
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Talk to a strategist
Thirty minutes. Your numbers. A straight answer.
Book a strategy call with the people who'd actually run your account. We'll tell you what we'd do — or that you don't need us yet.