Monitoring feedback from various sources is essential for maintaining a strong online reputation. HiFiveStar puts the reviews it brings in from Google and other sites, and your private feedback, in one Reviews list. Use the filters to narrow the list down to the reviews that matter most right now.
If you manage multiple branches, you can choose between a broad overview or a site-specific deep dive:
All Locations: Choose All locations at the top of the location menu, which opens from your business name, to view a combined feed of reviews from every business location associated with your account (in the classic look, switch on the All Locations toggle at the top of the filters, on a computer only).
Search Bar: Type a word or a reviewer's name to find matching reviews. To look at one location, pick it in the location menu that opens from your business name (in the classic look, from the location list under your business name in the side menu). This allows you to address feedback for a single storefront at a time.
Under Rating, behind the sliders button above the list, you can filter reviews based on customer sentiment (in the classic look, under the Assessment section). This helps you quickly identify areas for improvement or gather testimonials:
Positive Assessment: Choose Positive (in the classic look, click the Thumbs Up icon) to display only reviews where customers expressed satisfaction with your services or products.
Negative Assessment: Choose Negative (in the classic look, click the Thumbs Down icon) to isolate critical feedback, making it easier to prioritize and resolve customer issues.
To view one kind of review, use the Type menu behind the same sliders button (in the classic look, the Type dropdown menu). This helps you look at public reviews and private feedback separately. To see one review site at a time, such as only Yelp or only Trustpilot, pick it in the All platforms menu above the list (on a phone, behind the sliders button; in the classic look, the Site menu below Type); it lists only the sites your reviews come from.
Public reviews: Shows the public reviews from every site together, such as Google, Facebook and Tripadvisor.
Private feedback (in the classic look, Private Reviews): View internal feedback that has not been posted to public sites.
Video Testimonials: Each video a customer uploads on your review page appears on the Reviews screen, where you can play it and download it; choose Video testimonials under Type in the filters to see only videos. HiFiveStar also emails you when one arrives, if notifications are switched on.
The Needs reply and Replied buttons above the list help you manage your workflow and ensure no customer feedback goes ignored (in the classic look, the Answer filter). By selecting a specific status, you can prioritize your engagement:
All: Displays every review regardless of response status.
Replied (in the classic look, Answered): Shows only the reviews that have already received a reply.
Needs reply (in the classic look, Not Answered): Filters for reviews that still require a response.
The Date filter allows for precise chronological tracking of your reputation. You can view feedback from specific timeframes to measure the impact of recent marketing campaigns or service changes.
The available options include the following (in the classic look: All, Custom Period, Today, Yesterday, 7 Days, 30 Days, 6 Months and 12 Months):
Any time
Today
Yesterday
Last 7 days
Last 30 days
Last 6 months
Last 12 months
Custom dates (Select a specific start and end date)
Prioritize by Sentiment: Use the Private feedback button above the list to view private feedback first (in the classic look, set the Type filter to Private Reviews). Answer it by email when the customer left an email address, so they hear back from you directly.
Batch Your Responses: Instead of checking for reviews every hour, use the Date filter to review "Today" or "Yesterday" during a dedicated 30-minute block each morning.
Audit Your Unanswered Queue: Regularly click Needs reply above the list (in the classic look, set the Answer filter to Not Answered). Aim for a 100% response rate, as customers are 88% more likely to trust businesses that respond to all feedback.
Monitor Trends over Time: Use the Last 6 months or Last 12 months filters (in the classic look, 6 Months or 12 Months) to identify recurring themes in customer feedback. This historical data is vital for making long-term service improvements.
Managing Reviews
Elevating Your Business with Advanced Review Management
