---
title: "Build Your Online Reputation"
slug: "build-your-online-reputation-1"
updated: 2026-05-11T17:40:55Z
published: 2026-05-11T17:40:55Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Build Your Online Reputation

<editor360-custom-block data-preprocessing="true" data-sanitizationtags="b,i,svg,polyline,style"><div class="sc" style="max-width:960px;margin:0 auto;padding:0 0 3rem;font-family:-apple-system,BlinkMacSystemFont,'Segoe UI',Roboto,sans-serif;color:#1a1a1a"><div style="border-radius:12px;overflow:hidden;background:linear-gradient(135deg,#0d1b35 0%,#162a4a 60%,#0f2040 100%);padding:32px 32px 28px;margin:0 0 16px;border-top:3px solid #3892F3;position:relative;"><div style="position:absolute;top:-60px;right:-60px;width:320px;height:320px;background:radial-gradient(circle,rgba(2,101,220,0.18) 0%,transparent 70%);pointer-events:none;"></div><div style="position:absolute;inset:0;background-image:linear-gradient(rgba(255,255,255,0.02) 1px,transparent 1px),linear-gradient(90deg,rgba(255,255,255,0.02) 1px,transparent 1px);background-size:32px 32px;pointer-events:none;border-radius:12px;"></div><div style="position:relative;display:inline-flex;align-items:center;gap:6px;padding:4px 14px;border-radius:20px;background:rgba(2,101,220,0.18);border:1px solid rgba(56,146,243,0.4);margin:0 0 16px"><span class="hb">SERVICETITAN · CUSTOMER EXPERIENCE &amp; REPUTATION · MEMBERSHIPS &amp; SERVICE AGREEMENTS</span></div><div style="position:relative;font-size:24px;font-weight:800;color:#ffffff;line-height:1.25;margin:0 0 10px;max-width:520px;letter-spacing:-0.01em">Turn happy customers into your best marketing.</div><p style="position:relative;font-size:13.5px;color:#B5DEFF;margin:0;line-height:1.65;max-width:540px;opacity:0.85">Every completed maintenance visit is a chance to earn a five-star review. Collect feedback, respond fast, and build the online reputation that keeps members renewing and referrals flowing — because members who feel valued leave the reviews that sell your next membership.</p></div><input type="checkbox" id="c-marketing-pro-reputation" style="position:absolute;opacity:0;pointer-events:none;width:0;height:0"><div id="filter-bar" style="background:#f8fafb;border:0.5px solid #DFE0E1;border-radius:10px;padding:10px 14px;margin:0 0 8px"><div style="display:flex;align-items:center;gap:6px;flex-wrap:wrap"><span style="font-size:11px;font-weight:700;color:#374151">I also use:</span><label for="c-marketing-pro-reputation" style="font-size:11.5px;font-weight:600;padding:3px 10px;border-radius:14px;cursor:pointer;border:1px solid #D0D8DD;background:#fff;color:#374151">Marketing Pro Reputation</label></div></div><div style="display:flex;align-items:center;gap:8px;margin:0 0 16px;flex-wrap:wrap"><span style="font-size:11px;color:#6A7A85;font-weight:500">Jump to:</span><a href="/docs/build-your-online-reputation-1#p1" class="jp" rel="noopener">Collect Customer Feedback</a><a href="/docs/build-your-online-reputation-1#p2" class="jp ao-jump-mpr" rel="noopener">Set Up Reputation Management</a><a href="/docs/build-your-online-reputation-1#p3" class="jp ao-jump-mpr" rel="noopener">Collect &amp; Respond to Reviews</a><a href="/docs/build-your-online-reputation-1#p4" class="jp ao-jump-mpr" rel="noopener">Monitor</a><a href="/docs/build-your-online-reputation-1#p5" class="jp ao-jump-mpr" rel="noopener">Troubleshoot</a><a href="/docs/build-your-online-reputation-1#kpi" class="jp" rel="noopener">Measure Impact</a></div><div id="p1" style="margin:20px 0 8px;padding:10px 14px;background:#E3FCFF;border-radius:8px;border-left:4px solid #038299"><div style="font-size:14px;font-weight:700;color:#038299">Collect Customer Feedback</div></div><div style="display:flex;flex-direction:column;gap:6px"><div class="st" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px"><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#E3FCFF;color:#038299;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px">Enable job completion surveys</div><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Settings &gt; Communications &gt; Customer Notifications</b> and click <b>Job Completion Surveys</b>.</p><p style="margin:0 0 2px"><b>b.</b> Click the <b>Text</b> tab and turn on the <b>Enable job completion survey text messages</b> toggle. Click <b>Customize</b> to edit the message template.</p><p style="margin:0 0 2px"><b>c.</b> Click the <b>Email</b> tab and turn on the <b>Enable job completion survey emails</b> toggle. Click <b>Customize</b> to edit the email template.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Surveys only send when the completed job exceeds the sold threshold for its job type. If surveys aren't sending, check the threshold in <b>Settings &gt; Operations &gt; Job Types</b>.</p></div><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Members receive recurring service visits — use the <i>Exclude Last Review Request</i> filter (Step 5c) to prevent survey fatigue from over-surveying frequent customers.</p></div></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/enable-job-completion-surveys-text-andor-email" target="_self" translate="no" class="sl" rel="noopener"><u>Enable job completion surveys</u></a></div></div></div></div><div class="st" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px"><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#E3FCFF;color:#038299;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px">Follow up on survey responses</div><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Follow Up &gt; Surveys</b>. This tab shows completed jobs where the customer has not yet responded to the survey. Filter by business unit and job completion date.</p><p style="margin:0 0 2px"><b>b.</b> Call customers who haven't responded. You can complete the survey while on the phone: open the job record and click <b>Job Actions &gt; Take Survey</b>.</p><p style="margin:0 0 2px"><b>c.</b> Run the <b>Survey Report</b> at <b>Reports &gt; Legacy Reports</b> to review completed survey results including ratings and customer comments. A low rating from a member is a churn signal — follow up before the renewal window to address the issue.</p></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/follow-up-on-survey-responses" target="_self" translate="no" class="sl" rel="noopener"><u>Follow up on survey responses</u></a><a href="/v1/docs/complete-a-survey-while-on-the-phone-with-the-customer" target="_self" translate="no" class="sl" rel="noopener"><u>Complete a survey while on the phone</u></a></div></div></div></div><div class="st" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px"><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#E3FCFF;color:#038299;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px">Grow your online reputation</div><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Job completion surveys measure internal satisfaction, but they don't generate the public Google and Facebook reviews that drive local search visibility and new customer calls. To automate review collection, respond to reviews from one dashboard, and track your online reputation, reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).</p></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/get-started-with-marketing-pro-reputation-management" target="_self" translate="no" class="sl" rel="noopener"><u>Get started with Marketing Pro Reputation Management</u></a></div></div></div></div></div><div id="p2" class="ao-section-mpr" style="margin:20px 0 8px;padding:10px 14px;background:#E0F2FF;border-radius:8px;border-left:4px solid #004491"><div style="font-size:14px;font-weight:700;color:#004491">Set Up Reputation Management</div></div><div class="ao-section-mpr" style="display:flex;flex-direction:column;gap:6px"><div class="st ao-marketing-pro-reputation" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px;position:relative"><span class="ao-tag">Marketing Pro Reputation</span><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#E0F2FF;color:#004491;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px;padding-right:180px">Activate Reputation Management and connect your accounts</div><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Before starting, configure your Marketing Pro email settings under <b>Settings &gt; Marketing Pro &gt; Marketing</b>.</p></div><div class="addon-marketing-pro-reputation" style="display:none"><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Marketing</b> in the navigation bar and click <b>Activate Account</b>. The activation wizard walks you through three steps: <b>Add Locations</b>, <b>Connect to Google &amp; Facebook</b>, and <b>Launch Your First Review Survey</b>.</p><p style="margin:0 0 2px"><b>b.</b> In <b>Step 1: Add Locations</b>, click <b>Add Locations</b>. Choose <b>Import from Google Business Locations</b> (recommended if you have management access to your Google Business Profile) or <b>Manually Add Single Location</b>. Associate each location with at least one business unit.</p><p style="margin:0 0 2px"><b>c.</b> In <b>Step 2: Connect to Google &amp; Facebook</b>, click <b>Connect via Yext</b>, then <b>Sign In via Yext</b> to connect your Google Business Profile and Facebook page. Match each location to the correct listing in Yext.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ If another vendor manages your local listings via Yext, you must submit an ownership transfer before ServiceTitan can manage those listings. Contact your Account Manager or email LocationConflict@yext.com to initiate the transfer.</p></div><p style="margin:0 0 2px"><b>d.</b> In <b>Step 3: Launch Your First Review Survey</b>, click <b>Create Survey</b> to set up your first review request survey. Review the pre-built message content, edit if needed, and click <b>Save Survey &gt; Launch Survey Now</b>. Click <b>Complete Activation</b> when finished.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ You need a configured outbound SMS phone number before you can launch an SMS survey. If one is not set up, you'll be prompted to add one during survey creation.</p></div><p style="margin:0 0 2px"><b>e.</b> Set up alerts so your team is notified when new reviews come in. Go to <b>Marketing &gt; Reputation &gt; Alerts</b>, click <b>Create Alert</b>, and choose alert types such as <i>Number of Stars (External Reviews)</i> or <i>No Response</i> to flag reviews that need quick attention.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Locations must be associated with at least one business unit to use review generation. When multiple locations share a BU, the system automatically selects the location closest to the job site for review requests.</p></div></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/activate-marketing-pro-reputation" target="_self" translate="no" class="sl" rel="noopener"><u>Activate Marketing Pro Reputation</u></a><a href="/v1/docs/get-started-with-marketing-pro-reputation-management" target="_self" translate="no" class="sl" rel="noopener"><u>Get started with Marketing Pro Reputation Management</u></a><a href="/v1/docs/create-locations-in-reputation-management" target="_self" translate="no" class="sl" rel="noopener"><u>Create Locations in Reputation Management</u></a><a href="/v1/docs/create-alerts-in-reputation-management" target="_self" translate="no" class="sl" rel="noopener"><u>Create alerts in Reputation Management</u></a></div></div></div></div></div></div><div id="p3" class="ao-section-mpr" style="margin:20px 0 8px;padding:10px 14px;background:#F1EDFF;border-radius:8px;border-left:4px solid #4F3A9E"><div style="font-size:14px;font-weight:700;color:#4F3A9E">Collect &amp; Respond to Reviews</div></div><div class="ao-section-mpr" style="display:flex;flex-direction:column;gap:6px"><div class="st ao-marketing-pro-reputation" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px;position:relative"><span class="ao-tag">Marketing Pro Reputation</span><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#F1EDFF;color:#4F3A9E;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px;padding-right:180px">Create review request surveys</div><div class="addon-marketing-pro-reputation" style="display:none"><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Marketing &gt; Reputation &gt; Review Generation</b> and click <b>Create Survey</b>. For SMS surveys, choose <b>Recommended Setup</b> (fastest, best click rate), <b>Default Setup</b> (more control over messages and triggers), or <b>Advanced Setup</b> (landing pages and segmentation). For email surveys, choose <b>Default Setup</b> or <b>Advanced Setup</b>.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Start with the Recommended Setup for SMS — it uses settings with the historically best click rate. Advanced Setup requires enabling at <b>Settings &gt; Marketing Pro &gt; Reputation Management &gt; Advanced Surveys</b> and may reduce review volume.</p></div><p style="margin:0 0 2px"><b>b.</b> Configure the survey name, business units, trigger (<i>Job Complete</i> or <i>Manual Request</i>), message content, and review sites. Prioritize Google as your first review site. For membership visits, send after the maintenance is complete — members expect a professional follow-up.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ You cannot create both SMS and email review requests for the same business unit. Choose one channel per BU. If you need both, separate your BUs accordingly.</p></div><p style="margin:0 0 2px"><b>c.</b> Use the <b>Segment</b> step in the survey builder to set audience filters. You can filter by business unit, job type, customer tags, and sold threshold (minimum invoice amount). Use the <i>Exclude Last Review Request</i> filter to prevent members who receive multiple visits per year from being over-surveyed.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Do not add Google Review links to your native ServiceTitan job completion survey SMS templates (<b>Settings &gt; Customer Notifications &gt; Surveys</b>). Adding promotional links to transactional SMS can reclassify the message under TCR, risking carrier filtering. Use Reputation Management's dedicated review surveys instead.</p></div></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/create-sms-surveys" target="_self" translate="no" class="sl" rel="noopener"><u>Create SMS surveys</u></a><a href="/v1/docs/create-email-surveys" target="_self" translate="no" class="sl" rel="noopener"><u>Create email surveys</u></a><a href="/v1/docs/manage-review-requests" target="_self" translate="no" class="sl" rel="noopener"><u>Manage review requests</u></a></div></div></div></div></div><div class="st ao-marketing-pro-reputation" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px;position:relative"><span class="ao-tag">Marketing Pro Reputation</span><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#F1EDFF;color:#4F3A9E;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px;padding-right:180px">Respond to reviews</div><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Respond to negative reviews within 24 hours. A negative review from a member signals a retention risk — the member may not renew if the issue goes unaddressed. Prioritize member complaints for personal follow-up.</p></div><div class="addon-marketing-pro-reputation" style="display:none"><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Marketing &gt; Reputation &gt; Reviews</b>. This screen shows all reviews from connected sources (Google, Facebook, and other sites managed via Yext) in one place.</p><p style="margin:0 0 2px"><b>b.</b> Click <b>Add Response</b> on any review. Type your response manually, or click <b>Generate</b> to use Titan Intelligence (TI) for a personalized draft. Browse multiple suggestions using the <b>Next</b> and <b>Previous</b> arrows, then click <b>Accept</b> and <b>Send Reply</b>. Your reply posts directly to the review platform.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ Titan Intelligence responses are AI-generated and not reviewed by humans. Always verify the accuracy of the response before publishing.</p></div><p style="margin:0 0 2px"><b>c.</b> For bulk responses, click <b>Bulk Response</b> to respond to multiple reviews at once. You must include a merge tag (e.g., customer first name) to personalize bulk responses.</p><p style="margin:0 0 2px"><b>d.</b> Use the filter options to sort by star rating, date, source, or response status. Prioritize unresponded negative reviews first.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ You cannot edit an existing response from within ServiceTitan. To edit a response already posted to Google, you must log into Google Business Profile directly. Yelp reviews can be monitored in Reputation Management, but you cannot reply to Yelp reviews through ServiceTitan.</p></div></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/manage-review-responses" target="_self" translate="no" class="sl" rel="noopener"><u>Manage review responses</u></a><a href="/v1/docs/manage-reviews" target="_self" translate="no" class="sl" rel="noopener"><u>Manage reviews</u></a></div></div></div></div></div><div class="st ao-marketing-pro-reputation" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px;position:relative"><span class="ao-tag">Marketing Pro Reputation</span><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#F1EDFF;color:#4F3A9E;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px;padding-right:180px">Configure automated review responses</div><div class="addon-marketing-pro-reputation" style="display:none"><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Settings &gt; Marketing Pro &gt; Reputation Management</b>. Select the <b>Review Response Generation</b> tab. Turn on the <b>Enable Response Generation</b> toggle to activate Titan Intelligence AI-generated responses.</p><p style="margin:0 0 2px"><b>b.</b> Choose <b>Standard</b> (ServiceTitan's default prompt) or <b>Custom</b> (edit the prompt for your brand). Select a communication style (<i>Conversational</i>, <i>Professional</i>, <i>Witty</i>, or <i>Unapologetic</i>), choose your pronoun preference (<i>We/Are</i> or <i>I/Am</i>), and configure your call-to-action per star rating (<i>Generic</i>, <i>Phone</i>, or <i>Email</i>).</p><p style="margin:0 0 2px"><b>c.</b> Select the <b>Google Auto Responders</b> tab. Activate auto-responders for specific star ratings. Configure rules (e.g., respond only to reviews with no text, or only during business hours), set the wait time before responding (default: 30 minutes), and provide 3-10 response templates per star rating.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ For membership businesses, auto-responding to 4-5 star reviews frees your team to focus manual attention on negative reviews where a personal touch can save the renewal.</p></div></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/manage-review-responses" target="_self" translate="no" class="sl" rel="noopener"><u>Manage review responses</u></a></div></div></div></div></div></div><div id="p4" class="ao-section-mpr" style="margin:20px 0 8px;padding:10px 14px;background:#FEF3E2;border-radius:8px;border-left:4px solid #8B5E0F"><div style="font-size:14px;font-weight:700;color:#8B5E0F">Monitor</div></div><div class="ao-section-mpr" style="display:flex;flex-direction:column;gap:6px"><div class="st ao-marketing-pro-reputation" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px;position:relative"><span class="ao-tag">Marketing Pro Reputation</span><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#FEF3E2;color:#8B5E0F;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px;padding-right:180px">Track your reputation performance</div><div class="addon-marketing-pro-reputation" style="display:none"><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Marketing &gt; Reputation Overview</b>. This dashboard tracks local search rank, potential search leads, local search views, review volume, and star rating trends over time.</p><p style="margin:0 0 2px"><b>b.</b> If ROI Tracking is enabled on your Location record, the dashboard also shows <b>Reputation Business Impact</b> and <b>Reputation KPIs</b> — including jobs booked, conversions, calls, and revenue attributed to your Google Business Profile.</p><p style="margin:0 0 2px"><b>c.</b> Use the date range filter to compare performance month-over-month or quarter-over-quarter. Drill into individual locations to identify which are earning the highest (and lowest) customer ratings.</p><p style="margin:0 0 2px"><b>d.</b> Go to <b>Marketing &gt; Reputation &gt; Review Requests</b> to track request delivery metrics: Total Requests, Sent, Delivered, Clicked, and Delivery Rate. A low delivery rate may signal outdated phone numbers or email addresses — clean up your customer contact records.</p></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/use-marketing-pro-reputation-analytics" target="_self" translate="no" class="sl" rel="noopener"><u>Use Marketing Pro Reputation analytics</u></a><a href="/v1/docs/manage-review-requests" target="_self" translate="no" class="sl" rel="noopener"><u>Manage review requests</u></a></div></div></div></div></div></div><div id="p5" class="ao-section-mpr" style="margin:20px 0 8px;padding:10px 14px;background:#FEF3E2;border-radius:8px;border-left:4px solid #8B5E0F"><div style="font-size:14px;font-weight:700;color:#8B5E0F">Troubleshoot</div></div><div class="ao-section-mpr" style="display:flex;flex-direction:column;gap:6px"><div class="st ao-marketing-pro-reputation" style="border:1px solid #D0D8DD;border-radius:8px;padding:10px 14px;position:relative"><span class="ao-tag">Marketing Pro Reputation</span><div style="display:flex;align-items:flex-start;gap:10px"><div class="sn" style="min-width:24px;height:24px;border-radius:6px;background:#FEF3E2;color:#8B5E0F;display:flex;align-items:center;justify-content:center;font-size:11px;font-weight:700;flex-shrink:0"></div><div style="flex:1"><div style="font-size:13.5px;font-weight:600;color:#1a1a1a;margin:0 0 1px;padding-right:180px">Troubleshoot — Reviews not syncing from Google/Facebook</div><div class="addon-marketing-pro-reputation" style="display:none"><div style="font-size:13px;color:#374151;line-height:1.7;margin:6px 0 0;padding-left:1em"><p style="margin:0 0 2px"><b>a.</b> Go to <b>Marketing &gt; Reputation &gt; Locations</b> and check that your Google Business Profile and Facebook page connections show as <i>Active</i>. If either shows an error or <i>Disconnected</i> status, click the location and re-authenticate via Yext.</p><p style="margin:0 0 2px"><b>b.</b> Verify that the Google Business Profile or Facebook page linked in ServiceTitan matches the exact listing where customers are leaving reviews. Multiple locations or duplicate listings can cause reviews to sync to the wrong profile.</p><p style="margin:0 0 2px"><b>c.</b> Check that your Reputation Locations are associated with the correct business units. If a location's BU mapping is wrong, review requests may be sent for the wrong location, and reviews may not match correctly.</p><p style="margin:0 0 2px"><b>d.</b> Allow up to 24 hours for new reviews to sync. If reviews still do not appear after reconnecting and verifying the correct profile, contact your Customer Success Manager for further troubleshooting.</p><div style="padding:5px 10px;background:#EAEFF2;border-left:3px solid #8C9CA5;border-radius:6px;margin:4px 0 4px"><p style="font-size:12px;color:#4B5563;margin:0;line-height:1.5">⚠︎ If another vendor manages your local listings (via Yext or a Yext partner), you must submit an ownership transfer before ServiceTitan can manage those listings. Contact your Account Manager or email LocationConflict@yext.com to initiate the transfer.</p></div></div><div style="margin:6px 0 0;padding-top:5px;border-top:1px solid #DFE0E1"><a href="/v1/docs/activate-marketing-pro-reputation" target="_self" translate="no" class="sl" rel="noopener"><u>Activate Marketing Pro Reputation</u></a><a href="/v1/docs/reputation-faq" target="_self" translate="no" class="sl" rel="noopener"><u>Reputation FAQ</u></a></div></div></div></div></div></div><div id="kpi" style="margin:24px 0 12px"><div style="display:flex;align-items:center;gap:8px;margin:0 0 12px"><svg width="15" height="15" viewbox="0 0 24 24" fill="none" stroke="#004491" stroke-width="2.5"><polyline points="23 6 13.5 15.5 8.5 10.5 1 18"></polyline><polyline points="17 6 23 6 23 12"></polyline></svg><div style="font-size:13px;font-weight:700;color:#004491;text-transform:uppercase;letter-spacing:0.06em">Measure the impact</div></div><div style="display:grid;grid-template-columns:1fr 1fr;gap:8px"><div style="padding:14px 16px;border-radius:10px;background:#fff;border:1px solid #DFE0E1;border-top:3px solid #0265DC;"><div style="font-size:11px;font-weight:700;color:#0265DC;text-transform:uppercase;letter-spacing:0.06em;margin:0 0 6px">SATISFACTION</div><div style="font-size:12.5px;font-weight:600;color:#1a1a1a;margin:0 0 4px">Technician star rating</div><div style="font-size:11.5px;color:#6A7A85;line-height:1.55;margin:0 0 8px">Average customer rating per technician from job completion surveys. Technicians with five or more completed surveys display a calculated star rating. For membership visits, consistently low ratings on maintenance jobs signal a training gap that could drive churn.</div><a href="https://go.servicetitan.com/#/new/dashboards/modular-dashboard" target="_blank" class="sl" rel="noopener">Dashboard &gt; Technician Scorecards (star rating column) ↗</a></div><div class="ao-kpi-mpr" style="padding:14px 16px;border-radius:10px;background:#fff;border:1px solid #DFE0E1;border-top:3px solid #0265DC;"><div style="font-size:11px;font-weight:700;color:#0265DC;text-transform:uppercase;letter-spacing:0.06em;margin:0 0 6px">VOLUME</div><div style="font-size:12.5px;font-weight:600;color:#1a1a1a;margin:0 0 4px">Total reviews collected</div><div style="font-size:11.5px;color:#6A7A85;line-height:1.55;margin:0 0 8px">Total review count across all connected platforms. Members who receive 2-4 visits per year are your most reliable review source — if review volume is flat, check that survey fatigue filters aren't too aggressive.</div><a href="https://go.servicetitan.com/#/new/marketing/re/overview" target="_blank" class="sl" rel="noopener">Marketing &gt; Reputation Overview (review count widget) ↗</a></div><div class="ao-kpi-mpr" style="padding:14px 16px;border-radius:10px;background:#fff;border:1px solid #DFE0E1;border-top:3px solid #0265DC;"><div style="font-size:11px;font-weight:700;color:#0265DC;text-transform:uppercase;letter-spacing:0.06em;margin:0 0 6px">QUALITY</div><div style="font-size:12.5px;font-weight:600;color:#1a1a1a;margin:0 0 4px">Average star rating</div><div style="font-size:11.5px;color:#6A7A85;line-height:1.55;margin:0 0 8px">Average star rating across all connected platforms. A declining rating signals service quality issues or unresolved complaints. Drill into locations to identify underperforming areas.</div><a href="https://go.servicetitan.com/#/new/marketing/re/overview" target="_blank" class="sl" rel="noopener">Marketing &gt; Reputation Overview (star rating trend) ↗</a></div><div class="ao-kpi-mpr" style="padding:14px 16px;border-radius:10px;background:#fff;border:1px solid #DFE0E1;border-top:3px solid #0265DC;"><div style="font-size:11px;font-weight:700;color:#0265DC;text-transform:uppercase;letter-spacing:0.06em;margin:0 0 6px">RESPONSIVENESS</div><div style="font-size:12.5px;font-weight:600;color:#1a1a1a;margin:0 0 4px">Review response rate</div><div style="font-size:11.5px;color:#6A7A85;line-height:1.55;margin:0 0 8px">Percentage of reviews that have received a response. Unanswered reviews — especially negative ones — hurt search ranking and customer trust. Configure <i>No Response</i> alerts to catch unresponded reviews.</div><a href="https://go.servicetitan.com/#/new/marketing/re/reputationmanagement" target="_blank" class="sl" rel="noopener">Marketing &gt; Reputation &gt; Reviews (filter by response status) ↗</a></div><div class="ao-kpi-mpr" style="padding:14px 16px;border-radius:10px;background:#fff;border:1px solid #DFE0E1;border-top:3px solid #0265DC;"><div style="font-size:11px;font-weight:700;color:#0265DC;text-transform:uppercase;letter-spacing:0.06em;margin:0 0 6px">DELIVERY</div><div style="font-size:12.5px;font-weight:600;color:#1a1a1a;margin:0 0 4px">Survey delivery rate</div><div style="font-size:11.5px;color:#6A7A85;line-height:1.55;margin:0 0 8px">Percentage of review request surveys that were successfully delivered. A low rate means outdated contact information or SMS delivery issues are blocking your review pipeline.</div><a href="https://go.servicetitan.com/#/new/marketing/re/review-requests" target="_blank" class="sl" rel="noopener">Marketing &gt; Reputation &gt; Review Requests (Delivered / Sent) ↗</a></div><div class="ao-kpi-mpr" style="padding:14px 16px;border-radius:10px;background:#fff;border:1px solid #DFE0E1;border-top:3px solid #0265DC;"><div style="font-size:11px;font-weight:700;color:#0265DC;text-transform:uppercase;letter-spacing:0.06em;margin:0 0 6px">VISIBILITY</div><div style="font-size:12.5px;font-weight:600;color:#1a1a1a;margin:0 0 4px">Google Business Profile performance</div><div style="font-size:11.5px;color:#6A7A85;line-height:1.55;margin:0 0 8px">Jobs booked, conversions, calls, and revenue attributed to your Google Business Profile. Requires ROI Tracking enabled on your Location record. 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