Reputation - FAQ
What is Marketing Pro - Reputation? How does it work?
Marketing Pro - Reputation is a reputation management tool that allows you to manage your business listings across over 60+ sites, generate reviews, and monitor and respond to reviews from one consolidated feed. For more information, see Getting Started with Reputation Management.
Can I just get Marketing Pro - Reputation and not get an email or direct mail?
No, Marketing Pro includes all three components and is sold as one package.
How does Marketing Pro - Reputation help with SEO?
- First, this tool provides listings management which allows you to enter your company’s name, address, and phone number (NAP) once in the Knowledge Graph and have a consistent NAP across over 60+ sites. This consistency builds trust with both customers and search engines.
- Second, Marketing Pro - Reputation allows you to generate, monitor, and respond to reviews. The more quality reviews your business can generate, the more confidence both customers and search engines have in your business.
Can I generate reviews with this tool?
Yes, this tool includes Review Generation via SMS and Email.
Does Marketing Pro - Reputation include social media monitoring?
No, this tool includes management of business listings, review generation, review monitoring, and response only.
My technicians manually send review requests after a job is complete. Will I be able to do this with Marketing Pro- Reputation?
We understand that giving technicians the ability to request reviews allows you to get reviews from customers most likely to give positive reviews. However, we strongly recommend automated review follow-ups paired with manual review requests. This ensures you are getting a review from every customer, which will increase the number of reviews.
What triggers exist to send the review request?
Currently, we trigger review requests on job completion and manual trigger. We will be adding more triggers over time.
How do you match the reviews to the tech? How do you explain the logic?
Verification can be done manually and automatically, but Marketing Pro provides guidance indicators based on low, medium, or high confidence levels. We look at the name of the reviewer, the social platform that is clicked, the technician's name in the review text, the city where the job took place, the exact feedback text, ratings, and the dates of the job compared to the review date. Reviews are tied to tech, job, location, and campaign.
What is the difference between the existing job completion survey and the survey in Marketing Pro - Reputation?
The existing job completion survey is set up via Settings and it has no business filter, no connection to social accounts, no social account tracking, no tech-review matching, and can add review pulling review responses.
In Marketing Pro - Reputation, the survey is set up via the Marketing tab and is customizable per business unit. It will also have social account postings, track outcomes, and tech-review matching.
Is it possible to add more addresses in Marketing > Reputation > Listing? I’m not able to click + Create Location to add another address.
You can have more than one address under Marketing > Reputation > Listing, but additional costs may apply. To add another address, please contact the Account Manager who originally helped you sign up for Marketing Pro. If you don’t know who that is, reach out to your Customer Success Manager (CSM).
Can I create review alerts from inside ServiceTitan?
Yes, you can create alerts for when customers post new reviews and route them to the appropriate responder based on the star rating. You can also create alerts to remind you to respond to reviews and match reviews to technicians. For more, see Create alerts in Reputation Management.
Can you create both email and SMS review requests for the same business unit?
No, you can’t. You can create either email or SMS for each business unit (BU). For example, if a user has an East BU and a West BU and they create an email review for the East BU, then they cannot create an SMS review for the same East BU, but in this case, they have the option to create either SMS or email for the West BU.
If a customer doesn’t respond to the initial survey request, I want to send the request again. Can I manually send review requests?
Yes, the Review Requests page allows you to see all Reputation Management review requests and each job number where a request was generated. On the Review Requests page, you can click Resend Survey for the desired job where you’d like to resend the survey.
Is it possible to send a review request to the service location profile’s email or phone instead of the customer profile’s email or phone?
Review requests are currently only sent to the customer profile.
What happens if I have a customer with multiple phone numbers on their profile?
The system sends the review request to all phone numbers on the customer profile, but if one of those phone numbers fills out the review first, then the review request will auto-populate with the entered response for the next person that clicks the survey link.
Is there a way to stop a customer from receiving a review request? For example, if the job hasn’t been done well or if it’s a troubled customer, and I don’t want that review request to be sent to that customer.
You can set up your review request survey so that it excludes a specific customer tag. For example, you can create a No Survey tag type and set your reputation survey to exclude that tag under the Advanced survey filters on the Segment step of the survey builder. Then, CSRs can tag specific customers with the No Survey tag before the tech completes their job, or you can set up a quick one-field form to auto-tag a job with the No Survey tag, and then technicians can complete that form when on the job so it's auto-tagged with No Survey.
For more information on how to create a form, see Create a form in ServiceTitan.
To have more control over every review request:
- You can set up a manual trigger survey so that CSRs and techs have to manually click Request Review on the job page for the survey to be sent out.
- You can turn off the customer profile’s job notification toggle on the Edit Customer page. Remember that this turns off all job notifications, not just the reputation ones. The toggle can be turned off right before the job is completed if the review request survey is triggered by job completion and then turned back on in the future if needed.
How do you completely unsubscribe a customer from getting review requests?
You can edit the customer’s profile in ServiceTitan and turn off all job notifications, and the request will not be sent to that customer. Remember that if you turn job notifications off, the customer will also not receive any other job updates such as confirmations, reminders, or dispatch notifications.
How do we make sure the survey request doesn’t go out until the job is completed? For example, how can we prevent surveys from sending out for initial $0 jobs that technicians should come back tomorrow to complete?
When you add a sold threshold filter to the survey request, it helps in these situations. The sold threshold is a job type setting that allows you to set the dollar value when you consider a job valuable. For example, if you only want to send out reviews for jobs where the customer has paid $50 or more, you can enter $50 in the Sold Threshold Range From field. For more information on sold thresholds, see What's a sold threshold?
Will the Reputation Management job completion text surveys work if I don't have Customer Notification Job Surveys enabled in ServiceTitan? I would like to use one without the other.
Yes. As long as you have at least one active Customer Notification type located in Settings > Customer Notifications, the Reputation survey will send as expected. No need to enable the Legacy Job Completion surveys as the Reputation Management survey is similar and will replace the need for the Legacy Job Completion survey.
Is it possible to limit the number of review requests an audience member receives? Our customers receive multiple review requests because they fit the audience criteria multiple times.
You can add an advanced filter in the survey titled Exclude Last Review Request that allows you to select a time frame between when the last job was completed and the next one, a maximum of 2 months apart, to not have the survey sent to the customer again.
How can I link my Yelp business account to respond to reviews via Reputation Management and verify a job for a Yelp review in ServiceTitan?
For the time being, there is no way to reply to Yelp reviews or verify jobs through ServiceTitan's Reputation Management.
Why are most of our Yelp reviews showing as removed in ServiceTitan?
This is normal because of Yelp’s policies. Yelp only allows third-party platforms to show three reviews at a time. When ServiceTitan receives a new Yelp review, older reviews are marked as removed to stay within this limit.
Note: These reviews are not deleted from Yelp. They only appear as removed in ServiceTitan.
How retroactive is Reputation Management when being turned on for the first time?
When activated and set up correctly, Reputation Management pulls all of your Google and Facebook reviews from all time. This includes every review you’ve ever received on these platforms.
Can customers give written feedback when using the Internal Feedback option, or can they only select a star rating?
Customers can do both. They can select a star rating and leave written comments when leaving internal feedback.
When you turn on internal feedback, customers see:
- Smiley face ratings.
- An option to leave internal comments.
- An option to post a review on Google. This appears after they submit an internal comment.
Does ServiceTitan support the Google My Business text integration?
No, Google My Business texts cannot be received directly in ServiceTitan.
Why is customer satisfaction showing “N/A” in reports?
Technician star ratings for customer satisfaction only calculate and display in reports afterthe technician has received five or more completed customer surveys.
If a technician hasn't yet reached this minimum survey count, their rating appears as N/A (Not Applicable). After they complete five or more surveys, the star rating will correctly calculate and show up.
How do I edit text in job completion surveys?
To edit text in job completion surveys, you need to access the survey settings through the appropriate setup method.
- For SMS surveys, go to Marketing > Review Generation > Edit > Prompt step, where you can modify the Message Text.
- For email surveys, navigate to the same area but edit the Email Subject, Headline, and Message Text fields. You can use merge tags to personalize the content by dragging them into your message.
Why can’t I add my location for reputation management?
If you reach the maximum number of locations and need to add more, reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Job Notification Toggle
How can I prevent reviews from sending to certain customers?
To prevent reviews from sending to certain customers, enable Customer Notifications in Settings. To do that:
- Go to Settings > Communications > Customer Notifications.
- In Booking Confirmation, enable the Text option.
The Booking Confirmations section opens. - Go to the Settings tab.
- In the Booking Confirmation Checkbox Mode section, select No.
This triggers job pages to show the job notification toggle. This means a user can toggle it On or Off as an indicator for the third-party reputation management platform to send out reviews for the specific job.
Business Units and Job Types
Can I prevent reviews from sending for certain business units or job types?
Reach out to the third-party reputation management platform because the data that ServiceTitan sends includes the business unit and job type. This allows the third-party platform to create better workarounds.