Overview
This report provides detailed information about the ratings and reviews that customers have written about your business. Use this report to manage and boost your reputation online.
Example reports:
Identify trends in your reviews that you can use to improve your business
Follow up with customers who wrote negative reviews
Monitor customer ratings by technician, job type, or location
Who uses this feature
Administrators, marketing managers, business owners, other marketers on your team, and office employees
Applies to all business types
Feature configuration
This feature is only available with Marketing Pro Reputation.
To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
The ability to create custom reports is dependent on your ServiceTitan Package. For custom reports access, please contact your Customer Success Manager.
Things to know
Some columns in this report only populate information for verified reviews. To verify a review, you can manually match the review or use the Auto-verify reviews feature.
Blue text in the report results represents a hyperlink. You can click a hyperlink to open the associated record. For example, click a Customer's Name to open the Customer Record. The same is true for Review ID and Job ID.
This report includes both external and internal reviews.
If you’re unsure which columns you want to include in your report, use the Reporting Dictionary to search for appropriate data fields.
You can use this template to create as many custom reports as you need. Each report created from the template is independent and can be run or scheduled without needing to recreate it from the original template.
Create a Reviews report
Follow the steps to create a custom report based on the Reviews template and select the columns to include in your report.
The template has the following columns selected by default:
Publish Date and time of the review
Location Name of the location in Reputation Management that received the review
Address of the location in Reputation Management that received the review
Platform where the review was published
Author Name
Rating of the review
Review contents
Review Response left by you or your team
Technician Full Name (Includes the names of all technicians on the job)
Technician ID (Includes the IDs of all technicians on the job)
Customer Name of the person who wrote the review
You can customize the report by selecting additional columns from these sections:
Review Basics: Details about the review, such as Tenant Name and Author Email
Job Details: Job-related details for the review
Review Verification: Details related to the review's verification
Run a report
Before running your report, set filters for dates and Business Units (BUs):
Click the From - To field to set date filters. You can:
Use the calendar to select a specific date range and then click Apply.
Use the left menu to select a preset date range:
Today: From 12:00 AM to the current time.
Yesterday: Previous day, from 12:00 AM to 11:59 PM.
This Week: From Monday through Sunday of the current week.
Week to Date: From Monday through the current date of the current week.
Last 7 Days: Previous seven days, including today.
Last 14 Days: Previous 14 days, including today.
Last 30 Days: Previous 30 days, including today.
Month to Date: From the first of the current month to the current day.
Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.
Last 90 Days: Previous 90 days, including today.
This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.
Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.
Quarter to Date: From the first day of the current quarter to the current day.
Year to Date: From January 1 of the current year to the current day.
Last 365 Days: Previous 365 days, including today.
Last Year: From January 1 of the previous year to December 31.
From the Business Unit dropdown, select the business units (BUs) you want to report on. By default, the report runs for all BUs. You can filter your report by business units or business unit categories:
Click the dropdown to select individual BUs.
To report on BU categories such as trade or division, click Filter
, select the BU categories you want to include, and click Filter.
Note: How BU filters are applied depends on the key performance indicator (KPI). Hover over a column header for details.
When you’re done setting your filters, click Run Report.
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