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Reputation reporting gives you a consolidated view of your online review health across Google and Facebook. Instead of logging into each platform separately to check new reviews and rating trends, HoopAI pulls this data into a single dashboard so you can monitor your reputation, spot shifts in customer sentiment, and measure the effectiveness of your review request campaigns — all in one place.

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Accessing reputation analytics

Navigate to Reputation → Overview to open the reputation reporting dashboard. The dashboard displays data for all connected Google Business Profile and Facebook Page accounts under your HoopAI sub-account.

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Key metrics

Total reviews received

Snapshot of all reviews collected across Google and Facebook for the selected time period.

Average rating

Your current average star rating calculated across all reviews from connected platforms.

Review trends

A bar graph showing the number of reviews received month-by-month, making it easy to spot spikes or drops in review volume.

Sentiment overview

A summary of the general tone of customer reviews — positive, neutral, or negative — based on review content analysis.

Invite trends

Total review requests sent via SMS and email within the selected time frame, with a breakdown by channel.

Response rate

Percentage of reviews that have received a response from your team, either manually or via AI-assisted replies.
The monthly bar graph in the reputation dashboard gives you a historical view of review acquisition. Tracking this over time helps you:
  • Correlate review volume spikes with specific campaigns or promotions — for example, a post-service SMS review request sent to a batch of recent customers.
  • Identify periods of low review acquisition and trigger a new request campaign to rebuild momentum.
  • Benchmark your current volume against previous months to assess whether your review generation strategy is scaling with your business.

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Average rating tracking

Your average star rating is one of the most visible indicators of business health in local search. HoopAI displays your current average rating at the top of the reputation dashboard and tracks it over time so you can see whether your rating is improving, stable, or declining. A few things to keep in mind:
  • A single batch of negative reviews can significantly move your average if your total review count is low. Consistent, ongoing review generation creates a larger base that is more resilient to occasional negative feedback.
  • Your average rating affects your visibility in Google Maps and local search results. Businesses with ratings above 4.0 generally appear more prominently in map pack results than those below.

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Sentiment analysis

The sentiment section provides a qualitative overlay on top of raw review counts. Sentiment is calculated by analyzing the language in review text and classifying reviews as positive, neutral, or negative. Use sentiment data to:
  • Identify recurring themes in negative reviews (such as specific service issues or staff interactions) that may not be obvious from star ratings alone.
  • Spot early warning signs of a service quality problem before it shows up as a drop in average rating.
  • Validate that positive reviews are reflecting the specific attributes — responsiveness, expertise, value — that matter most to your brand.
The invite trends chart shows how many review requests you have sent over time and through which channels (SMS or email). Compare this against your received review volume to calculate your request-to-review conversion rate. A typical review request conversion rate ranges from 5–20%, depending on how the request is timed and worded. Key factors that affect conversion:
  • Timing — review requests sent shortly after a completed service or positive interaction convert at higher rates than those sent days or weeks later.
  • Personalization — requests that reference the specific service or interaction feel more relevant than generic asks.
  • Channel — SMS requests tend to have higher open and response rates than email for most service businesses.
Automate your review request workflow to send a request 24–48 hours after an appointment is marked as completed. This timing typically yields the highest conversion rates as the experience is still fresh.

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Responding to reviews

HoopAI allows you to read and respond to Google and Facebook reviews directly from the reputation dashboard without leaving the platform:
  1. Navigate to Reputation → Reviews.
  2. Use the All, Positive, or Negative filter tabs to focus on the reviews you want to address.
  3. Click Reply on any review to compose and submit your response.
Responding to reviews — especially negative ones — demonstrates that you take customer feedback seriously and can positively influence how prospective customers perceive your business.

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Frequently asked questions

HoopAI connects to Google Business Profile and Facebook Pages for review monitoring and response. Reviews from other platforms (such as Yelp or Trustpilot) are not currently pulled into the reputation dashboard.
Yes. Build a workflow with an appointment completed trigger and add an SMS or email action using your review request template. This creates a fully automated post-service review request sequence that runs without any manual steps.
HoopAI pulls rating data from the Google Business Profile API and updates it regularly. There may be a short delay between a new review appearing on Google and being reflected in your HoopAI dashboard. If the discrepancy persists, reconnect your Google Business Profile integration.
Yes. HoopAI includes AI-assisted review response suggestions. When viewing a review, click the AI assist option to generate a draft response based on the review content. You can edit the draft before submitting it.
Respond promptly, acknowledge the customer’s experience without being defensive, offer to resolve the issue offline (provide a direct contact method), and keep the response professional. Avoid lengthy back-and-forth in the public reply thread.
Last modified on March 5, 2026