--- title: "Build Your Online Reputation" slug: "build-your-online-reputation-2" updated: 2026-07-11T01:10:16Z published: 2026-07-11T01:10:16Z canonical: "help.servicetitan.com/build-your-online-reputation-2" stale: true --- > ## 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
SERVICETITAN · CUSTOMER EXPERIENCE & REPUTATION · INSTALLS & SMALL PROJECTS
Turn happy customers into your best marketing.

Every completed install is a chance to earn a five-star review. Collect feedback, respond fast, and build the online reputation that wins the next replacement buyer — because homeowners researching a new system read reviews before they call.

I also use:
Jump to:
Collect Customer Feedback
Enable job completion surveys

a. Go to Settings > Communications > Customer Notifications and click Job Completion Surveys.

b. Click the Text tab and turn on the Enable job completion survey text messages toggle. Click Customize to edit the message template.

c. Click the Email tab and turn on the Enable job completion survey emails toggle. Click Customize to edit the email template.

⚠︎ Surveys only send when the completed job exceeds the Sold threshold for its job type. If surveys aren't sending, check the threshold in Settings > Operations > Job Types.

⚠︎ Install customers make a significant financial commitment. Send surveys after the final walkthrough — not when the technician leaves mid-project — so the rating reflects the complete experience.

Follow up on survey responses

a. Go to Follow Up > Surveys. This tab shows completed jobs where the customer has not yet responded to the survey. Filter by business unit and job completion date.

b. Call customers who haven't responded. You can complete the survey while on the phone: open the job record and click Job Actions > Take Survey.

c. Run the Survey Report at Reports > Legacy Reports to review completed survey results including ratings and customer comments. A low rating on an install job warrants immediate follow-up — the customer spent thousands and expects a premium experience.

Grow your online reputation

⚠︎ 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).

Set Up Reputation Management
Marketing Pro Reputation
Activate Reputation Management and connect your accounts

⚠︎ Before starting, configure your Marketing Pro email settings under Settings > Marketing Pro > Marketing.

Collect & Respond to Reviews
Marketing Pro Reputation
Create review request surveys
Marketing Pro Reputation
Respond to reviews

⚠︎ Respond to negative reviews within 24 hours. A negative review on an install job carries outsized weight — the customer made a large purchase and potential buyers researching replacements will see it. Address the concern publicly and follow up privately to resolve.

Marketing Pro Reputation
Configure automated review responses
Monitor
Marketing Pro Reputation
Track your reputation performance
Troubleshoot
Marketing Pro Reputation
Troubleshoot — Reviews not syncing from Google/Facebook
Measure the impact
SATISFACTION
Technician star rating
Average customer rating per technician from job completion surveys. Technicians with five or more completed surveys display a calculated star rating. For install teams, low ratings may reflect the full project experience — sales presentation, install quality, cleanup, and follow-up — not just one visit.
Dashboard > Technician Scorecards (star rating column) ↗
VOLUME
Total reviews collected
Total review count across all connected platforms. Install businesses get fewer review opportunities than demand service shops, so every completed project counts. If your review volume is low, check that survey triggers are firing after final walkthroughs, not mid-project.
Marketing > Reputation Overview (review count widget) ↗
QUALITY
Average star rating
Average star rating across all connected platforms. A declining rating signals service quality issues or unresolved complaints. Drill into locations to identify underperforming areas.
Marketing > Reputation Overview (star rating trend) ↗
RESPONSIVENESS
Review response rate
Percentage of reviews that have received a response. Unanswered reviews — especially negative ones — hurt search ranking and customer trust. Configure No Response alerts to catch unresponded reviews.
Marketing > Reputation > Reviews (filter by response status) ↗
DELIVERY
Survey delivery rate
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.
Marketing > Reputation > Review Requests (Delivered / Sent) ↗
VISIBILITY
Google Business Profile performance
Jobs booked, conversions, calls, and revenue attributed to your Google Business Profile. Requires ROI Tracking enabled on your Location record. This connects your reputation directly to revenue.
Marketing > Reputation Overview (Reputation Business Impact) ↗
 ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns Automated SMS or email requests sent to customers post-job asking them to leave a review on Google or other platforms. **What it does:** Increases review volume and star ratings — directly impacting organic search rankings and inbound lead flow. **Also called:** Review ask, Post-job review prompt **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)