Understanding the reputation
Reviews act as a valuable source of real-life experiences, offering insights into the quality, value, and reliability of products or services. Businesses that manage their reviews effectively increase trust and reputation. Zoho Publish helps you gain full control of your reviews and streamlines reputation management.
Note: To access reputation, navigate to Home > Business group > Business > Reputation.
Publish Score
Publish Score gives an overall estimate of how well reviews are being managed within a selected period. It is calculated using key factors such as review count, response time, response rate, and average rating. The timeframe can be adjusted by clicking the 
icon to view performance for different periods. This score helps you instantly understand your review management performance and track improvements over time.
Review comparison
Get precise insights into your business's reviews from all connected listing sites.
Reviews are categorized as
- New - latest reviews
- Positive - 4 and 5-star reviews
- Negative - 2 and 1-star reviews
- Neutral - 3-star reviews
Note: You can filter reviews according to specific time frames, including 7 days, 15 days, and 30 days. To do this, click the 
icon on the right.
Total reviews represent the overall number of reviews received across all connected listing sites. Click View to examine reviews one by one.
Unanswered reviews indicate the total number of reviews without a response. Consistent responses promote consumer trust and contribute to increased sales. You can click View and reply to each review individually using templates, AI, or assign to a user.
Unanswered negative reviews highlight the total number of negative reviews without a response. Negative reviews can have a cascading impact. Offering a professional and courteous response can prevent potential harm. You can click View and respond to negative reviews individually using templates, AI, or assign to a user.
Customer experience keywords highlight positive and negative aspects mentioned in customer reviews. They help identify what customers appreciate, such as great service or quality products, and what causes dissatisfaction.
Note:
- Review Keywords are generated from reviews collected over the past two years, with up to 10 keywords displayed for each category.
- Each keyword shows the number of times it appears in reviews, helping you quickly identify common themes in customer feedback.
- Clicking a keyword opens all related reviews, showing the full review content and reviewer name, with the keyword highlighted for quick reference.
Staff-related keywords track mentions of specific staff names or designations such as manager, receptionist, or security guard in customer reviews. This helps identify feedback related to employee interactions and understand how staff behavior impacts customer experience.
Sentiment summary gives you an overall understanding of whether customers are complaining about or complimenting your business. With this knowledge, you can work on building a positive brand image.
Average response time analyzes how well a business handles reviews. A quick response rate demonstrates attentiveness to customer feedback and fosters a sense of customer care. Note that responses can only be made by users with access to manage reviews.
Response trends section groups total reviews into answered and unanswered. Click the 
icon to apply a filter for a comprehensive periodic overview.
Sentiment trends section aids in understanding customer perceptions, separating reviews into Positive, Negative, and Neutral categories. Click the 
icon to apply a filter for a comprehensive periodic overview.
Note: The filters include Daily, Weekly, Monthly, Quarterly, Half-yearly and Yearly.
Ratings distribution provides a detailed visual representation to understand the distribution of reviews based on the ratings customers leave. The overall rating of the business is derived by calculating the average of all reviews. This visual summary guides businesses in planning for enhanced customer relationships and distinguishing themselves in a competitive market.
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