Overview
Use the Marketing Pro Overview dashboard to track and improve your reputation. This comprehensive dashboard allows you to monitor local search rank, potential leads, search views, and more. Use these metrics and charts to gain valuable insights into your business's online presence and customer engagement.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Primarily benefits Commercial Service and Replacement business types and Residential Service and Replacement business types
Applies to all trades
Feature configuration
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.
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
Search data, including Potential Leads, Local Search Rank, and Search Views, is only available for locations that have listings active in ServiceTitan.
Local search metrics from Google are delayed by 7 to 14 days.
You can filter the Reputation Overview for specific date ranges and locations.
Click Clear All at the top of the dashboard to quickly clear all selected filters.
The Reputation Business Impact section — which shows jobs booked, revenue, and conversion rates — only appears if you have listings management and revenue tracking enabled for at least one location.
If no locations have revenue tracking set up, the dashboard encourages you to activate revenue tracking.
Best practices
Enable revenue tracking for all your active locations to get the most complete picture of your Google-driven business outcomes. See Create locations in Reputation Management.
Use the date range filter to compare performance across different time periods — for example, comparing this quarter to the same quarter last year using the YoY comparison.
Review the Conversion Rate metric regularly to understand how well your Google Business Profile listings are turning search views into real leads.
Share the Overview Dashboard with marketing stakeholders to demonstrate the ROI of your Reputation investment.
Use cases
A marketing manager reviews the Reputation Overview dashboard at the start of each month to see how many leads and how much revenue were generated from Google listings in the prior period.
A business owner uses the Conversion Rate metric to identify underperforming locations and prioritize review response and profile optimization efforts for those locations.
An administrator filters the dashboard by location to compare Google-driven lead volume across different service areas.
View Reputation Overview dashboard
Go to the navigation bar and click Marketing.
In the side menu, go to Reputation > Reputation Overview.
In Reputation Overview, you can:
Click the date field at the top of the dashboard to open the date picker. From here, you can:
Use the calendar to select a specific date range and 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
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 July 5, the entire month of June.
Last 90 Days: Previous 90 days, including today
Year to Date: From January 1 of the current year to the current day
Use the Location dropdown to filter the dashboard by location.
Note: The Location filter does not apply to the Reputation Business Impact section.
View Reputation Business Impact
Note: This section only appears if you have listings management enabled for at least one location. For more, see Create Locations in Reputation Management.
The Reputation Business Impact section shows how your Google Business Profile drives customer engagement and revenue. It combines a conversion funnel with revenue and efficiency metrics, so you can see the full picture — from search visibility all the way through to booked jobs and dollars earned.
The section includes a funnel with the following three stages, in order:
Local Search Views: The number of times your Google Business Profile appeared in local search results over the selected period.
Google Business Profile Clicks: The number of times customers click on your listing (calls or website visits) after seeing it in search results.
Jobs: The number of jobs booked that were attributed to those Google Business Profile clicks.
It also includes the following metrics:
Reputation Revenue: The total revenue attributed to jobs that originated from Google Business Profile clicks over the selected period.
Reputation Conversation Rate: The rate at which your Google Business Profile clicks convert into booked jobs.
View Reputation KPIs
The Reputation KPIs section shows the core review and engagement metrics that reflect how your Google Business Profiles are performing with customers.
The following KPIs are displayed:
Total Reviews: The total number of customer reviews received across your Google Business Profiles over the selected period.
Average Rating: The average star rating across all reviews for the selected period and locations.
Click Through Rate: The rate at which customers who viewed your listing clicked through to take an action.
View Location Completeness
The Location Completeness metric shows the percentage of data fields filled out for your location profiles. Complete profiles help your business rank higher in local search.
Click Complete Profiles to open the Locations screen to complete your location profiles. For more, see Create Locations in Reputation Management.
View Review Request Rate
The Review Request Rate metric shows the percentage of jobs where a review request was sent to the customer. New review velocity is an important search rank factor on Google.
Click Generate Reviews to open the Review Generate screen where you can send survey requests through SMS or email. For more, see Create email surveys in ServiceTitan and Create SMS surveys in ServiceTitan.
View Review Response Rate
The Review Response Rate shows the percentage of customer reviews that you responded to. Responding to reviews improves customer loyalty and retention, and improves your search visibility and online reputation.
Click Respond to Reviews to open the Reviews screen where you can respond to your customers' reviews. For more, see Manage review responses.
View Review Verification Rate
The Review Verification Rate shows the percentage of customer reviews that have been verified. Verified reviews have been matched to a known job in ServiceTitan. Verifying reviews provides insights into your customer's experience with your business and technicians.
Click Verify Reviews to open the Reviews screen where you can verify your reviews. For more, see Match reviews.
View Average Rating
The Average Rating section shows your average rating for the selected date range, allowing you to track your customers' experiences with your business over time. You can compare your recent average rating to your all-time average rating for your locations to observe your relative performance.
Tip: Click a rating card to open the Reviews screen filtered to only show reviews from that site for the selected date range. For example, click the Google rating to open the Reviews screen filtered to show your Google reviews.
Click 
to view the details for your average ratings.
In the Sites pop-up that opens, you can:
View your average rating for the selected date range across 22 sites.
View the number of reviews you received on each site during the selected date range.
Tip: Click the number of reviews to view those reviews on the Reviews screen.
View Total Reviews
The Total Reviews chart shows the change in total reviews for your business over time, helping you see how well you're generating reviews.
Note: This chart only includes external reviews.
This data can be displayed by week or month. Hover over a bar in the chart to view the number of verified, not responded, and responded reviews for each week or month.
Note: You can click Go to Reviews to go to the Reviews screen filtered by the date range and locations selected on the dashboard.
View Top Performing Technicians
The Top Performing Technicians section shows your top three performing technicians based on their ratings. This data helps you see which technicians are generating the most positive customer reviews. You can also use this information to reward those who are doing a good job and to help coach those who need improvement.
For more detailed information about your customer reviews at the technician level, you can use our Reviews by Technician report template.
Note: If two technicians tie, the technician with the most reviews is ranked higher.
Click View All to view all your technicians' average ratings and the number of verified reviews they have. You can click the number of verified reviews to open the Reviews screen, filtered to show the technician's reviews for the selected date range.
