The Complete Review Management Checklist for Small Business

Why Every Small Business Needs a Review Management Checklist

Review management is not something you can handle haphazardly. Businesses that approach reviews with a structured, repeatable process consistently outperform those that treat reviews as an afterthought. A checklist ensures nothing falls through the cracks, whether it is responding to a critical negative review or recognizing a pattern that needs attention.

The problem most small business owners face is not a lack of understanding. They know reviews matter. The problem is consistency. Without a system, reviews go unanswered for days, collection efforts happen in bursts followed by long gaps, and competitive shifts go unnoticed until they have already hurt the business.

This checklist breaks review management into manageable daily, weekly, monthly, and quarterly tasks. Follow it consistently and you will build a review profile that drives real business growth.

What a Strong Review Management Process Looks Like

A well-managed review profile has these characteristics:

• Consistent volume. New reviews come in steadily rather than in unpredictable spikes.
• High response rate. At least 90% of reviews receive a response within 24 hours.
• Above-average rating. The overall star rating is at or above the industry average.
• Platform diversity. Reviews exist across Google, industry-specific platforms, and social media.
• Recency. The most recent review is no more than a week old.

If your current review profile does not meet these criteria, this checklist will help you get there.

Daily Review Management Tasks

Daily tasks are the foundation of effective review management. These take 15 to 30 minutes and should become as routine as opening your email.

1. Check for New Reviews Across All Platforms

Start each day by checking for new reviews on every platform where your business has a presence. For most businesses, this includes Google Business Profile, Yelp, Facebook, and at least one industry-specific platform.

Platforms to check daily:

• Google Business Profile (highest priority for most businesses)
• Yelp
• Facebook
• Industry-specific sites (Healthgrades, Avvo, Houzz, TripAdvisor, etc.)
• Better Business Bureau

Using a tool like [Opineko](https://opineko.com) eliminates the need to log into each platform separately. Opineko aggregates all your reviews into a single dashboard and sends instant notifications when new reviews arrive.

2. Respond to Every New Review Within 24 Hours

This is the single most important task in your entire review management process. Every review, whether positive, negative, or neutral, deserves a response. We have a comprehensive library of [review response templates](/blog/review-response-templates-all) that you can personalize and use.

Response priorities:

1. Negative reviews first. These are the most time-sensitive because they affect customer perception immediately.
2. Neutral reviews second. A thoughtful response can sometimes shift a three-star reviewer toward a more positive view.
3. Positive reviews third. These are the most enjoyable to respond to and the least time-sensitive, but still important.

For detailed guidance on handling criticism, see our guide on [how to respond to negative reviews](/blog/how-to-respond-to-negative-reviews). For celebrating praise, check our [positive review response templates](/blog/positive-review-response-templates).

3. Flag Any Reviews That Need Escalation

Some reviews require more than a standard response:

• Reviews alleging serious issues (health hazards, discrimination, safety concerns)
• Reviews that may violate platform policies (fake reviews, competitor sabotage, irrelevant content)
• Reviews that require operational changes

Flag these for follow-up and ensure the right person in your organization is aware. Do not let serious concerns sit in a review queue without action.

4. Share Positive Reviews with Your Team

Positive reviews are a morale booster. Share them with the team, especially when a specific employee is mentioned. This reinforces the behaviors that generate great reviews and keeps staff motivated. Some businesses post a "review of the day" in their break room or team chat.

Weekly Review Management Tasks

Weekly tasks focus on analysis and optimization. Set aside 30 to 60 minutes each week for these activities.

5. Review Your Analytics and Metrics

Track these key metrics weekly:

• Total new reviews received across all platforms
• Average rating of new reviews (track separately from overall rating)
• Response time (average hours to first response)
• Response rate (percentage of reviews that received a response)
• Review sources (which platforms are generating the most reviews)

Create a simple spreadsheet or use your review management dashboard to record these numbers each week. Trending data over time is far more valuable than any single weekly snapshot.

6. Identify Common Themes and Patterns

Read through the week's reviews looking for recurring topics. Are multiple customers mentioning slow service? Are several reviews praising a particular employee? These patterns are actionable intelligence.

Positive patterns should be reinforced and celebrated. If customers consistently praise your checkout process, keep doing what you are doing and tell your team why it matters.

Negative patterns require investigation. If three customers in one week mention rude phone interactions, that is not a coincidence. It is an operational issue that needs attention.

7. Optimize Your Review Collection Process

Evaluate whether your current review collection methods are working:

• Are QR codes placed in high-visibility locations?
• Are staff consistently asking for reviews at the right moments?
• Are follow-up emails or texts being sent after service?
• Is there any part of the customer journey where a review request could be added?

For detailed strategies on generating more reviews, read our guide on [how to get more Google reviews](/blog/how-to-get-more-google-reviews).

8. Check Competitor Reviews

Spend 10 minutes scanning your top three competitors' recent reviews. Note:

• Their star ratings and review counts
• Common complaints that you could capitalize on in your own marketing
• Strengths they are being praised for that you might be falling behind on
• Their response patterns (or lack thereof)

This weekly competitive check helps you stay aware of market dynamics and identify opportunities.

Monthly Review Management Tasks

Monthly tasks are strategic reviews that ensure your overall approach remains effective.

9. Audit Your Ratings Across All Platforms

Once a month, record your ratings and review counts across every platform:

| Platform | Star Rating | Total Reviews | New This Month |

|----------|------------|---------------|----------------|

| Google | | | |

| Yelp | | | |

| Facebook | | | |

| Industry | | | |

Compare these numbers to the previous month. Look for platforms where ratings are declining or review velocity is slowing.

10. Evaluate and Update QR Code Placements

QR codes are one of the most effective review collection tools, but their effectiveness depends on placement and visibility. Each month:

• Check that all QR codes are still intact and scannable
• Review scan analytics if available
• Test new placements and compare results
• Replace any worn, faded, or damaged materials

For a deep dive into QR code strategy, read our [QR code review cards guide](/blog/qr-code-review-cards).

11. Review and Refresh Your Response Templates

Templates should evolve. Each month, review the templates you have been using:

• Are they starting to feel stale or repetitive?
• Do they need updating based on seasonal changes or new services?
• Are there new common review themes that need dedicated templates?

Our [review request templates guide](/blog/review-request-templates) can help you refresh your approach.

12. Analyze Review-to-Revenue Connection

Try to correlate review activity with business metrics:

• Did months with higher review volume correspond with higher revenue?
• Did a ratings improvement lead to more phone calls or website visits?
• Which review sources seem to drive the most conversions?

This analysis helps justify your ongoing investment in review management and identifies which efforts are delivering the strongest return.

Quarterly Review Management Tasks

Quarterly tasks are big-picture strategic activities that set the direction for the next three months.

13. Conduct a Full Competitive Analysis

Go beyond your weekly spot-checks and do a thorough competitive analysis:

• Review the top 5 to 10 competitors in your market
• Compare star ratings, review counts, response rates, and review velocity
• Identify any competitors who have made significant gains
• Look for gaps in the market, areas where no competitor is earning strong review praise

Document your findings and use them to set goals for the next quarter.

14. Adjust Your Review Management Strategy

Based on your quarterly analysis, make strategic adjustments:

• If review volume is low: Double down on collection methods, add new QR code placements, increase follow-up email frequency, and train staff on asking for reviews.
• If ratings are declining: Investigate root causes, address operational issues, and focus on service quality improvements.
• If competitor reviews are growing faster: Adopt their successful tactics and find ways to differentiate.
• If one platform dominates while others lag: Diversify your collection efforts to build presence across multiple platforms.

15. Train or Retrain Staff

Quarterly staff training keeps review management top of mind:

• Remind staff why reviews matter to the business
• Practice asking for reviews naturally and confidently
• Review proper handling of in-person complaints before they become negative reviews
• Share success stories and metrics to show the impact of their efforts

16. Set Goals for the Next Quarter

Based on your analysis, set specific, measurable goals:

• Target number of new reviews per month
• Target average rating for new reviews
• Target response time reduction
• Target platform diversification metrics

Write these goals down and share them with your team. Goals that are tracked and visible are far more likely to be achieved.

Essential Tools for Review Management

You do not need a massive tech stack to manage reviews effectively. Here is what you need:

Must-Have Tools

• Review management platform: [Opineko](https://opineko.com) at $29 per month provides review monitoring, alerts, QR code generation, and a centralized dashboard. See how it compares to alternatives in our [pricing guide](/blog/review-management-software-pricing).
• QR codes: For frictionless in-person review collection. Opineko includes QR code generation.
• Spreadsheet or dashboard: For tracking metrics over time. Google Sheets works perfectly for this.
• Calendar reminders: Set recurring reminders for daily, weekly, monthly, and quarterly tasks.

Nice-to-Have Tools

• Social media management platform: If you actively manage Facebook and social reviews alongside social media content.
• Customer feedback survey tool: For capturing detailed internal feedback that goes beyond public reviews.
• Competitive intelligence tool: For automated tracking of competitor review activity.

Your Downloadable Checklist

Here is a condensed version of this checklist that you can save and reference:

Daily (15-30 minutes):

• Check all review platforms for new reviews
• Respond to every new review (negative first, then neutral, then positive)
• Flag reviews needing escalation
• Share positive reviews with team

Weekly (30-60 minutes):

• Record key metrics (volume, rating, response time, response rate)
• Identify positive and negative patterns in reviews
• Evaluate and optimize collection process
• Check top 3 competitors' recent reviews

Monthly (1-2 hours):

• Audit ratings and counts across all platforms
• Evaluate and update QR code placements
• Review and refresh response templates
• Analyze review-to-revenue correlation

Quarterly (2-4 hours):

• Full competitive analysis (top 5-10 competitors)
• Adjust review management strategy based on data
• Train or retrain staff on review collection and handling
• Set specific goals for next quarter

Common Mistakes to Avoid

Even with a checklist, businesses make predictable mistakes:

• Starting strong then fading. Consistency matters more than intensity. A moderate effort sustained over months beats a burst of activity followed by neglect.
• Focusing only on Google. While Google is typically the most important platform, neglecting industry-specific sites like [Healthgrades](/guides/healthgrades-reviews) or Yelp means missing customers who rely on those platforms.
• Ignoring neutral reviews. Three-star reviews are often the most convertible. A great response can turn a lukewarm customer into a loyal advocate.
• Not tracking metrics. Without data, you cannot know whether your efforts are working. Track consistently and review trends, not just snapshots.
• Skipping the quarterly strategy review. Markets change, competitors adapt, and platforms update their algorithms. Regular strategic reviews keep you ahead.

Key Takeaways

• Review management requires a structured, repeatable process to be effective.
• Daily tasks (checking reviews, responding within 24 hours, flagging issues) take 15-30 minutes and form the foundation of the process.
• Weekly analysis of metrics and patterns helps you catch issues early and reinforce what is working.
• Monthly audits ensure your ratings, review collection, and response templates stay current and effective.
• Quarterly strategic reviews keep you competitive and set clear goals for the next period.
• Opineko provides an affordable, all-in-one platform for monitoring reviews, collecting feedback via QR codes, and maintaining a consistent review management process at just $29/month.