Review Response Escalation Protocol (QA)

Review Response Escalation Protocol (QA)

1. 01

   Categorize incoming review alerts by sentiment and platform

   Sort each new review into positive, neutral, or negative buckets, and note whether it arrived via Google, Yelp, or a social channel. This triage determines which response path and SLA apply.

2. 02

   Flag reviews that mention safety, legal, or financial concerns

   Any review referencing personal injury, regulatory compliance, billing disputes, or defamation must be routed to a senior account lead before a public reply is drafted. Automated responses are never appropriate for these cases.

3. 03

   Draft a response using the client's approved tone and brand voice

   Pull the client's voice guidelines from the shared drive and mirror their language. For negative reviews, acknowledge the specific issue, apologize without admitting fault, and offer a private channel for resolution.

4. 04

   Run the draft through an AI reply assistant for grammar and sentiment check

   Tools like GatherUp or Reviewshake can generate a suggested reply, but treat it as a starting point. Verify the tone matches the client's standards and that no factual errors were introduced.

5. 05

   Approve and publish the response within the agreed SLA

   Most clients expect a response within 24 to 48 hours. For negative reviews, aim for under 12 hours to show attentiveness. Log the response timestamp and platform in the tracking sheet.

6. 06

   Document the resolution and any follow-up actions in the CRM

   Record the review link, response text, and any internal notes about the customer's issue. If the review points to a service failure, create a task for the delivery team to address the root cause.

7. 07

   Review response performance monthly and adjust the playbook

   Track metrics like response time, review rating changes, and repeat complaints. Use these insights to refine templates and identify clients that may need a reputation repair upsell.