Growth

Reputation & Reviews

Review requests, Google review management, feedback forms, and referral attribution.

Overview

The reputation module helps brands actively manage their online presence. It automates review requests after visits, tracks and responds to Google reviews, captures structured client feedback, and measures attribution from marketing and referral activity.

Review Requests

Automated review requests are sent to clients after a completed visit to encourage them to leave a Google or platform review.

How It Works

  1. An appointment is marked as completed (checkout done)
  2. After a configurable delay (e.g. 2 hours, next day), a message is sent to the client via WhatsApp or SMS
  3. The message includes a direct link to the brand's Google review page
  4. If the client does not respond, an optional follow-up is sent after another delay
  5. The system records whether the client received the request, clicked the link, and (if the review API is connected) whether they left a review

Configuration

Setting Description
Delay after completion How long after checkout before the request is sent
Channel WhatsApp (preferred) or SMS
Message template The text sent (must be a pre-approved WhatsApp template)
Follow-up Whether a second request is sent, and after how long
Services to exclude Some services (e.g. corrective) may not warrant a review request
Minimum rating filter If internal feedback was poor, suppress the public request

Minimum Rating Filter

Before sending a Google review request, the system checks whether the client gave a low internal feedback score. If their internal rating is below a threshold (e.g. below 4/5), the review request is suppressed and an internal alert is raised for the manager to follow up instead. This protects the brand's public rating.

Google Reviews Management

SalonOS connects to the Google Business Profile API to surface and respond to reviews.

Review Dashboard

  • All Google reviews for the brand's locations in one view
  • Sorted by: recency, rating, location
  • Filter by: star rating, location, responded/not responded, date range

AI-Assisted Responses

The AI can draft a response to any review:

  • Positive reviews: thank the client, invite them back
  • Negative reviews: acknowledge the concern, offer resolution, invite offline conversation
  • Responses are drafted for manager approval before posting

The AI is trained on the brand's tone and previous responses to ensure consistency.

Review Analytics

  • Average rating over time (trend)
  • Rating distribution (1–5 stars)
  • Response rate and response time
  • Location comparison

Client Feedback

The internal feedback form captures structured satisfaction data separately from public reviews.

Feedback Form

After a visit (triggered by journey or sent manually):

  • Overall satisfaction score (1–5 stars)
  • Per-service rating (if multiple services)
  • Free-text comment
  • Would you recommend us? (NPS-style)
  • Specific category ratings (cleanliness, staff friendliness, wait time, value)

Feedback is collected via a short-link form and stored per appointment. It is not published publicly.

Feedback Use Cases

  • Pre-filter for review requests (low scores suppress public request)
  • Manager alert on poor feedback for follow-up
  • Staff performance input (per-service ratings attributed to the assigned stylist)
  • Analytics: trends in satisfaction by location, service, or staff member

Attribution

Attribution tracks where clients and bookings come from, enabling marketing ROI measurement.

Attribution Sources

Source type How tracked
Direct / organic No referring source
Google Ads UTM parameters on booking link
Meta / Instagram UTM parameters or click beacon
WhatsApp campaign Campaign link tracking
Referral Referral code from the referral programme
Walk-in Captured at queue add

Ad Spend Import

For Google Ads and Meta Ads, spend data can be imported (CSV or API):

  • Daily spend by campaign
  • Paired with booking attributions from the same period
  • Produces cost-per-booking and ROAS metrics

Attribution Dashboard

  • Bookings by source for any period
  • Revenue by source
  • Cost per booking (if ad spend imported)
  • New vs returning clients by source
  • Referral programme performance

Key Data Entities

  • ReviewRequest — a sent review request record (client, channel, sent at, click recorded, status)
  • Review — a Google review (rating, text, response, review date, location)
  • Feedback — internal satisfaction record per appointment
  • AttributionEvent — a marketing touchpoint (campaign, channel, click, booking result)
  • AdSpendImport — imported ad spend data by campaign and date

Permissions

Action org_owner brand_manager location_manager front_desk
Configure review request rules Yes Yes Yes No
View and respond to Google reviews Yes Yes Yes No
View client feedback Yes Yes Yes No
View attribution reports Yes Yes Yes No
Import ad spend Yes Yes No No