Review monitoring
Online review monitoring: TrustInsider reads your brand’s reviews on Google, Trustpilot and Tripadvisor, with the rating, the date, the language and the owner’s reply, and compares them location by location.
Three platforms
Google, Trustpilot and Tripadvisor are read with the same rule: the brand’s listing is identified once, then each reading brings up to one hundred reviews, in one of the sort orders the platform offers.
On Google the listing is recognised by its place identifier; on Trustpilot by the brand’s domain; on Tripadvisor by the listing’s address. A listing matched by hand stays tied to that location, with no confusion with namesakes.
The three review platforms compared: what the listing is recognised by, how many reviews a reading brings and which sort orders are available.
| Platform | The listing is recognised by | Available sort orders |
|---|---|---|
| The place identifier on the map. | Newest, highest rating, lowest rating, most relevant. | |
| Trustpilot | The domain of the brand’s site. | Newest, most relevant. |
| Tripadvisor | The listing’s address on the platform. | Newest, most detailed. |
Before counting
Every review carries its address on the official platform: if an address in the batch does not belong to the platform, the whole batch is discarded. The rating is read only when the scale is declared as five stars; otherwise the review stays, without a rating.
The checks a review passes before it counts: the address on the official platform, the rating scale, protected content and the retention period.
An address outside the official platform discards the whole batch.
Only on a declared five-star scale; otherwise the review stays without a rating.
A review that talks about health or other protected data does not enter the corpus.
Reviews stay at most ninety days, and only a short excerpt is shown.
Owner’s reply
On Google the reading says whether the owner replied to a review and on what date. The text of the reply is not read: so you see which reviews remain unanswered and when the brand’s reply arrived.
The sample card of a review read on Google for a fictional practice: rating, date, language, owner’s reply and excerpt, without the name of the person who wrote it.
Location by location
Each location has its own Google listing, confirmed once and tied to that location. Readings stay separate, and two locations with readings are compared on rating, number of votes, stored reviews and date of the last reading.
Two sample locations of a fictional practice, compared on the items the per-location reading reports, without adding them into a brand average.
| City-centre location | Suburban location | |
|---|---|---|
| The listing | Its Google listing, confirmed by the owner. | Another listing, tied only to this location. |
| The rating | That of its listing, with the number of votes. | That of its listing, never mixed with the other. |
| The reviews | Those stored by the readings of the city-centre location. | Only those from its own readings, counted separately. |
| The last reading | The date of the location’s most recent reading. | Its own date: two locations can have different dates. |
Frequently asked questions
What happens to the names of the writers, why a review can remain without a rating, and how the owner’s reply is read.
No. The author’s name is not among the fields read: rating, date, language, a short excerpt and the link to the review on the platform are kept.
The rating is read only when the platform declares the scale as five stars. If the scale is missing, the review stays with its excerpt and date, and does not enter the rating counts.
The reading says whether you replied and when, not what: the text of the reply stays on the platform, where you already find it.
At most ninety days from the reading. A new reading brings the reviews of the period, with the same rules.
Related paths
Reviews say what customers think; the rest explains how to read them. Go back to all features, see how work happens on the platform, read the methodology with its sources and rights and ask support for help.
AI visibility, AI Trust Score, search, reputation, competitors, actions and execution: a feature for every question about your brand.
ReadLearn how to use TrustInsider: choose the brand and the questions, read the collected answers, update your content and compare the results.
ReadHow every TrustInsider measure is built: sampling of AI answers, sources and rights, index calculation and declared limits.
ReadHelp with access, credits, collections, integrations and data: guides, FAQs, the site assistant and support requests from your workspace.
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