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Reviews, reputation, and customer feedback — answered

62 questions covering how to get more reviews, how to respond to them, what the FTC and the carriers actually require, how to read NPS and CSAT, how AI fits in (and where it shouldn’t), and how to run reputation across multiple locations. Written for operators, not lawyers.

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Asking customers for reviews

How and when to request reviews — by email, SMS, WhatsApp, and in person — without breaking platform rules or annoying the people you serve.

How do I ask customers for Google reviews?

Ask within 24–72 hours of the experience, when memory is fresh and positive. Send a single, branded message that thanks the customer by name, asks for a review in one sentence, and links directly to your Google Business Profile review URL. The most reliable channel for first-time review requests is SMS (8–12× the open rate of email), followed by email and WhatsApp. Don't condition the request on the customer leaving a positive review and don't filter unhappy customers away from Google — that's called review gating and it's prohibited by both Google and the FTC. Tools like Vouch automate the timing, the link generation, and the consent tracking, and route happy customers to whichever platform (Google, Yelp, Facebook, Tripadvisor, Trustpilot) you want to grow.

What's the best time to send a review request?

Aim for 24–72 hours after the transaction or service is complete — long enough for the customer to form an impression, short enough that they haven't forgotten. For appointment-based businesses (dental, salon, auto), send when the appointment is marked complete in your booking system. For e-commerce or product purchases, send after the order is marked delivered (not when it ships). For SaaS or B2B, trigger on a usage milestone, not on signup. Avoid evenings and weekends for B2B; lunchtime weekdays tend to convert best for B2C.

Should I offer an incentive in exchange for a review?

Be very careful. Under the FTC's Rule on the Use of Consumer Reviews and Testimonials (16 CFR Part 465, in force since October 2024), you cannot condition any benefit on the reviewer leaving a positive review. You also cannot offer different incentives based on the rating. Offering a small, identical thank-you to everyone who responds — positive or negative — is legal in the US if disclosed where required, but several major review platforms (Google, Yelp, TripAdvisor) prohibit incentivized reviews under their own policies. Practically: the cleanest path is no incentive, a clear ask, and good timing.

Is SMS or email better for review requests?

SMS wins on response rate by a wide margin for most consumer businesses — typical open rates are 95%+ within 3 minutes and click-through rates of 15–30%, compared to email open rates around 20% and click-through rates of 2–5%. Email is better for B2B, for customers with whom you have an established email relationship, or for jurisdictions where SMS consent is hard to obtain. WhatsApp performs similarly to SMS where the customer already messages your business there. Best practice: collect SMS opt-in at the point of sale and use SMS for the first ask, with email as a follow-up channel if no response after 5–7 days.

How often can I ask a customer for a review?

Once per transaction, with at most one follow-up. Asking the same customer to review the same purchase more than twice within a short window is both ineffective (response rates drop) and risky under spam and consumer-protection rules. For recurring customers (subscriptions, repeat appointments), it is acceptable to ask after each distinct visit or renewal, ideally no more than once per quarter. Always honor opt-outs immediately — STOP, unsubscribe, or a verbal request to stop being asked.

Why aren't my customers leaving reviews even when they're happy?

The most common reasons are friction (the request landed in spam, the link required them to sign in, the review form had too many steps), bad timing (asked too late, after the warm feeling faded), and a single-channel ask (email-only campaigns reach about a fifth of your customers). Fix: send the request within 72 hours, use a one-tap pre-filled link to the platform, send via SMS where you have consent, and personalize the message with the customer's name and the specific service. Most businesses see review volume 3–10× after switching from manual asks to an automated multi-channel program.

Can I use a QR code or kiosk to collect reviews in-store?

Yes — in-store QR codes and tablet kiosks are an excellent way to capture reviews while the experience is still fresh. Place the QR at checkout, the receipt, or the table; have it open a branded landing page that asks for a rating first, then either routes the customer to the public review site of your choice or — for lower-rated experiences — captures private feedback. (Crucially, do not block low-rated customers from leaving public reviews — that's review gating. You can offer private feedback as an additional option, not as a replacement for the public path.)

What's a good review-request response rate?

For a well-executed SMS program: 20–35% of recipients will click through and 8–15% will leave a public review. For email: 1–5% will leave a review. The biggest levers are timing (sub-72-hour), channel (SMS over email), brand recognition in the from-name, and how few steps it takes to post the review. Industries with strong customer relationships — dental, home services, dog grooming, premium retail — routinely hit the top of this range. Lower-engagement industries (utility-style services, single-purchase e-commerce) sit at the lower end.

Responding to and managing reviews

How to reply to good and bad reviews, how fast, what to say, and how to handle the ones that are unfair or fake.

How should I respond to a negative review?

Respond publicly within 24–48 hours. Thank the reviewer for the feedback, acknowledge the specific issue (don't deny it), apologize without admitting legal fault, and invite them to a private channel to resolve it ("please email me at name@business.com so I can make this right"). Keep it short — under 100 words — and never argue, blame the customer, or share private details about their visit. Around 45% of consumers say they're more likely to visit a business that responds to negative reviews, and Google's algorithm gives a small but real ranking lift to businesses that respond consistently.

Do I need to respond to positive reviews too?

Yes, ideally to all of them, but with a higher tolerance for templated replies than for negatives. A short personalized thank-you that mentions the reviewer's name and one specific detail (the service, the staff member, the dish) takes 20 seconds and signals to other shoppers that the business is attentive. Responding to 100% of reviews, positive and negative, correlates with higher conversion from search-result impressions to clicks and visits.

How quickly should I reply to reviews?

Under 24 hours is the modern benchmark, especially for negative reviews. Consumers expect roughly the same responsiveness from a business's review profile as they would from any other public channel. Tools like Vouch consolidate reviews from Google, Yelp, Facebook, Tripadvisor, and Trustpilot into a single inbox with AI-drafted reply suggestions, so a single person can keep up with hundreds of reviews per week without copy-pasting.

How do I remove a fake or defamatory review from Google?

You cannot remove a review yourself, but you can flag it for Google's review team. Sign in to Google Business Profile → Reviews → click the three-dot menu next to the review → "Report review." Choose the violation category (off-topic, spam, conflict of interest, hate speech, etc.). Google removes fewer than half of flagged reviews, so be selective: clearly off-topic, clearly from a competitor, or clearly fabricated reviews have the best chance. If the review is defamatory (false statements of fact, not opinion), you can also pursue a legal request, but those require evidence the statement is false.

What is review gating and why is it illegal?

Review gating is the practice of asking customers their rating first, then routing high raters to public platforms (Google, Yelp) while diverting low raters to a private feedback form — preventing the negative reviews from ever reaching the public. It is prohibited by the FTC's Rule on the Use of Consumer Reviews and Testimonials (16 CFR Part 465) as a deceptive practice, with penalties up to roughly $51,744 per violation. Google, Yelp, and the other major review platforms also ban it under their own terms. You can offer private feedback as an additional channel — you cannot use it as a filter that suppresses negative reviews.

Should I use AI to write review responses?

AI is a strong first draft tool — it can produce a personalized, brand-voice reply in 5 seconds — but the response should always be reviewed and edited by a human before posting. The major risks of fully automated AI replies are: tone-deaf responses to genuine grievances, factual claims the AI invented, and identical-looking replies across multiple reviews. The right pattern is AI draft → human edit → publish. Vouch uses a multi-stage approval workflow so AI drafts never auto-post without a human action, and audits every publish in the workspace's audit log.

Reputation strategy and metrics

How reviews, ratings, response speed, and review velocity translate into local search rankings, conversion, and customer acquisition cost.

What is online reputation management?

Online reputation management (ORM) is the practice of monitoring, influencing, and improving how a business is perceived across public review platforms, social media, search results, and direct customer feedback channels. Modern ORM has four pillars: solicitation (actively asking customers for reviews), response (replying to reviews quickly and on-brand), routing (sending happy customers to the platforms that matter for your category), and learning (analyzing sentiment and themes to improve operations). Software like Vouch consolidates these into one workflow across Google, Yelp, Facebook, Tripadvisor, Trustpilot, and direct surveys.

How much do reviews actually affect local SEO?

Review signals are one of the top three factors in Google's local pack ranking, alongside relevance and distance. The signals that matter most are: total review count, average rating, review recency (recent reviews count more), keyword-rich review text (reviews mentioning your services help you rank for those terms), and response rate (responding to reviews modestly boosts the local-pack signal). Review velocity — getting new reviews consistently rather than in bursts — also matters. Doubling your monthly review volume typically lifts local-pack visibility within 4–8 weeks.

How many Google reviews does my business need?

More than your nearest local competitor. Consumers compare you to other options on the same map results page; if you have 40 reviews and the competitor has 400, you look new or untested. A practical floor: at least one new review per week for a single-location business, more for multi-location. Quality matters too: a 4.5–4.9 average is the conversion sweet spot — perfect 5.0 averages can read as fake, while ratings under 4.3 hurt click-through from search.

What is review velocity and why does it matter?

Review velocity is the rate at which new reviews come in over time — typically measured per week or month. Velocity matters for two reasons. First, Google's local algorithm weights recent reviews more than old ones, so a business getting 5 new reviews a week ranks higher than one with the same total but no recent activity. Second, consumers read the most recent few reviews far more than older ones, so a steady stream protects your perceived quality. Vouch Score includes velocity as one of its components.

What is the Vouch Score?

Vouch Score is a single, transparent reputation score per business location, computed from your average rating, your review velocity, the sentiment of recent reviews, your response health (how fast and how completely you reply), and the diversity of platforms you appear on. Unlike a raw star rating, it tells you what to fix this week — whether you need more new reviews, faster responses, or operational changes flagged by sentiment analysis. The math is documented and the inputs are visible per location, so you can see exactly why a score moved.

What's a good Net Promoter Score (NPS) benchmark?

NPS ranges from −100 to +100. As a rule of thumb: anything positive is acceptable, above 30 is good, above 50 is excellent, and above 70 is world-class. Benchmarks vary widely by industry — banking and telecom typically run 10–30, SaaS often 30–50, premium retail and hospitality can clear 60. The most useful comparison is yourself over time: track NPS monthly per location or segment and watch the trend, not the absolute number. NPS in isolation is also imperfect — pair it with CSAT or qualitative comments to understand the "why."

What's the difference between NPS, CSAT, and CES?

NPS (Net Promoter Score) measures customer loyalty by asking "How likely are you to recommend us, 0–10?" CSAT (Customer Satisfaction) measures satisfaction with a specific interaction by asking "How satisfied were you, 1–5 or 1–7?" CES (Customer Effort Score) measures how easy it was to get something done by asking "How easy was it to handle your request, 1–7?" Use NPS for relationship health (quarterly), CSAT for transactional moments (after each support ticket or visit), and CES specifically for support and onboarding. Most reputation programs only need NPS plus CSAT.

How fast should I respond to a customer feedback survey?

If the customer left positive feedback, respond within 24 hours with a thank-you and an invitation to leave a public review. If they left negative feedback, respond within 4 hours — this is the closure window when intervention can turn a detractor into a saved customer. After 24 hours, save rates drop sharply. Tools like Vouch route negative feedback to an urgent inbox and trigger SLA timers so nothing slips.

Surveys, NPS, and customer feedback

Designing, sending, and analyzing customer surveys — and turning the answers into reviews, retention, and operational fixes.

How do I design a customer survey that people actually complete?

Keep it short: 1 question is best (NPS or CSAT), 3–5 questions is the realistic max, and anything over 10 questions sees response rates collapse below 5%. Lead with the single most important question and follow with one optional open-text "tell us more." Mobile-first: 70%+ of survey responses come from phones, so the layout has to render cleanly on a small screen. Personalize the invitation — name, specific interaction, recent date — and send it within 24–72 hours of the experience.

What's the best NPS question wording?

The standard, recommended by Bain & Company (who invented NPS): "On a scale of 0 to 10, how likely are you to recommend [company/product] to a friend or colleague?" Don't modify the question — comparability across the NPS literature depends on consistent phrasing. Follow up with a single open-text question that varies by response: detractors (0–6) get "What did we do wrong?"; passives (7–8) get "What could we improve?"; promoters (9–10) get "What did you like most?" or an invitation to leave a public review.

What's a good survey response rate?

Email-based 1-click surveys (embedded star or NPS rating) typically see 5–15% response rates. SMS surveys see 20–40%. In-product or kiosk surveys can hit 60%+. The single biggest lever is timing — sending within 24 hours of the interaction can 2–3× response rates compared to a 7-day delay. The second biggest is friction — surveys that require login or take more than 60 seconds collapse the rate.

Should I send surveys by email or SMS?

Both, in that order. SMS for the first ask (especially for one-question NPS or CSAT, which is one tap), email as a fallback if no response in 48–72 hours, and email for longer multi-page surveys where typing on a phone is painful. Consent rules differ — see our Acceptable Use Policy section on TCPA and 10DLC. Vouch supports both channels with the same consent ledger.

How do I turn survey responses into Google reviews?

Send a one-tap NPS or CSAT survey within 24–72 hours of the interaction. When a customer rates highly (NPS 9–10 or CSAT 4–5), the thank-you page invites them to share the same feedback as a Google, Yelp, or Facebook review with a pre-filled link. For lower ratings, route to a private feedback form and a service-recovery workflow — but never block the customer from leaving a public review if they choose to. This is the legal line between destination routing and review gating.

How do I analyze open-text feedback at scale?

AI sentiment and theme extraction is the standard approach. Modern LLM-based analysis can read thousands of open-text responses per minute and surface recurring themes ("slow check-in," "unhelpful staff," "loved the dog-friendly patio"), assign sentiment, and flag urgent service-recovery cases. Vouch ships this as part of every survey workflow — themes update in real time as responses arrive, and high-urgency negative comments are routed straight to a designated inbox with SLA timers.

AI and automation for reviews

What AI does well in review and reputation workflows, where it should stay in the loop with humans, and what the regulators are watching.

What does AI actually do in review management software?

Five things work well today: drafting on-brand replies to incoming reviews, extracting sentiment and themes from open-text feedback, suggesting operational fixes based on recurring complaints, translating templates and replies between languages, and scoring reputation health in a single composite metric. AI does not (and should not) auto-post replies to public review sites without human review, generate fake customer reviews, or make decisions about individual customers without a person in the loop.

Can AI auto-respond to reviews on its own?

Technically yes, but it's a bad idea — and increasingly a regulatory one. The risks: AI can produce tone-deaf replies, invent facts about your business, post near-identical text across hundreds of reviews (a Google policy violation), and miss the cases where a human apology or call is actually required. The right pattern is AI-drafts-then-human-approves: AI generates the response in 5 seconds, a person reviews and edits in 20 seconds, then publishes. Vouch uses this multi-stage approval pattern with the publish step always requiring an explicit human action.

Does AI training use my customer data?

It depends on the platform. Vouch does not train, fine-tune, or evaluate any general-purpose AI model on customer data, and our AI provider (Anthropic Claude) is contractually prohibited from using our API traffic to train its models. We send only the minimum data each task needs — for a reply draft, that's the review text and your brand-voice settings, not your customer list — and provider-side retention is capped at 30 days for trust-and-safety abuse review under Anthropic's commercial terms. Read the full position in our AI Policy.

Is using AI to draft review responses ethical?

Using AI to draft a business's reply to an incoming review is widely accepted — it's no more deceptive than having a marketing manager draft replies for the owner to sign off on. What is not ethical (and not legal under the FTC fake-review rule) is using AI to generate reviews from people who didn't write them, or impersonating customers. Many businesses now disclose AI assistance in their About or FAQ page, which the EU AI Act will likely require for AI-generated content broadly.

Can AI detect fake reviews on my business profile?

Yes, with caveats. Modern classifiers flag fake reviews based on signals like reviewer history (one-off accounts, accounts that only review competitors, accounts created shortly before posting), language patterns (generic praise without specifics, identical phrasing across multiple reviews), and submission velocity (review bursts inconsistent with actual visit volume). No detector is perfect — Google has its own internal models and removes fewer than half of reviews flagged by businesses — but surfacing suspect reviews for your team to investigate and report to the platform is one of the more useful AI applications.

What's the difference between rule-based automation and AI in reputation tools?

Rule-based automation is deterministic: "if customer rated 5 stars, send Google review link." It's predictable, auditable, and brittle when reality doesn't fit the rule. AI is probabilistic: "draft a reply in our brand voice that addresses the specific complaint." It scales well across long-tail cases but needs guardrails. The strongest reputation platforms combine both — rule-based workflows for the high-volume happy path, AI for the messy long tail, with a human approval step before anything customer-facing goes out.

Review and reputation software — buying guide

What review management software does, what to look for, and how to evaluate platforms when you're comparing options.

What is review management software?

Review management software is a category of SaaS that consolidates four functions: soliciting reviews (sending automated requests by email, SMS, WhatsApp, or kiosk), monitoring reviews (pulling in reviews from Google, Yelp, Facebook, Tripadvisor, Trustpilot, and similar), responding to reviews (a unified inbox with AI-drafted replies and approval workflows), and analyzing reviews (sentiment, themes, competitive benchmarks, and composite scores like Vouch Score). It overlaps with reputation management software (broader scope, often including social mentions and search-result management) and feedback software (focused on surveys).

What features should I look for in a review management platform?

Six things. (1) Multi-channel solicitation (email + SMS + WhatsApp + kiosk), not single-channel. (2) Native integrations with the review platforms your category cares about (for restaurants: Google, Yelp, Tripadvisor; for SaaS: G2, Capterra, Trustpilot; for healthcare: Google, Healthgrades). (3) A unified inbox with AI drafts and an approval workflow. (4) Multi-location support if you have more than one site — including location-specific reporting and per-location admins. (5) Compliance built in: TCPA consent capture, 10DLC registration support, FTC fake-review rule guardrails, GDPR DSR endpoints. (6) An API and webhooks for integration with your CRM, booking, or POS.

How much should a review management platform cost?

Entry-level tools start around $100–$200 per location per month. Mid-market platforms with multi-location reporting, AI drafts, and integrations sit at $300–$500 per location per month. Enterprise platforms with SSO, audit logging, and SLAs run $500–$1,500 per location per month, often discounted at 50+ locations. Be wary of low headline prices that exclude SMS volume, AI usage, or multi-location reporting — total cost of ownership tends to converge regardless of the entry price.

What's the difference between review management and reputation management software?

Review management is a subset of reputation management. Review management focuses narrowly on solicitation, response, and analysis of reviews on third-party platforms (Google, Yelp, etc.) and direct feedback. Reputation management is broader: it also covers social media mentions, brand-name search results (suppressing negative articles via SEO), media monitoring, and sometimes public relations. Most multi-location businesses need review management software; the larger reputation-management suites are typically only worth it for enterprises facing reputational crises or regulated industries.

Do I need a separate survey tool if my review software has surveys built in?

Probably not. The traditional split — review software for reviews, survey software (SurveyMonkey, Typeform) for surveys — is breaking down because the customer-experience workflow is the same: trigger on an event, ask in the right channel, follow up if no response, route the answer somewhere useful. Modern review platforms (including Vouch) include a full survey builder with NPS, CSAT, branching logic, and AI theme extraction. The remaining reasons to keep a standalone survey tool: complex market-research studies, employee surveys, or one-off academic research — none of which are the core review-management use case.

Can I use review management software for B2B SaaS?

Yes, with a different default playbook. B2B SaaS cares less about Google Business Profile and more about G2, Capterra, TrustRadius, and Trustpilot reviews. The solicitation pattern shifts from "24 hours after a service" to "30 days after a key milestone" — first successful workflow, completed onboarding, or hitting a usage threshold. Channel mix shifts to email-dominant with a small SMS tail. Otherwise the platform requirements (inbox, AI drafts, approval workflow, sentiment analysis) are identical.

Multi-location and enterprise reputation

Running reputation at scale across 5, 50, or 5,000 locations — what changes, what breaks, and what to centralize.

How does review management work for multi-location businesses?

Each location is treated as a separate "workspace" or "profile" with its own Google Business Profile, its own review volume, and its own staff. The reputation platform consolidates these into a hierarchy — corporate, region, district, location — with per-level reporting, per-level admins, and per-level brand-voice settings. Solicitation campaigns can be configured at corporate level and rolled down to every location, while responses stay with the location manager. Vouch is built around this model from day one.

How do I keep brand voice consistent across 100 locations?

Three controls. (1) Template library at corporate level — locations can use but not edit the corporate-approved review-request templates and reply templates. (2) AI brand-voice settings per brand or region — the AI drafts that location managers see are already pre-shaped to the right tone. (3) Approval gates on outbound — for higher-risk replies (negative reviews, regulated industries), require a second approver from corporate before publish. Audit logs ensure you can prove the policy was followed.

Can I roll out a review program across all locations at once?

Yes, but stagger it. Common pattern: pilot 3–5 locations for 4 weeks, measure response and review volume against the previous baseline, then roll out 10–25 locations per week thereafter. The constraint is usually not the software — it's the location managers learning to respond to reviews in their new inbox. Plan for 2 hours of training per location manager, plus a corporate help channel for questions during the rollout.

How do I report reputation performance to corporate leadership?

Four metrics at the corporate dashboard level: total review count (this period vs last), average rating (current vs trend), reply rate (percentage of reviews replied to, with SLA), and Vouch Score or equivalent composite. Drill from corporate → region → district → location so leadership can pinpoint underperformers. Most platforms support scheduled email reports to executives; Vouch sends weekly digests with the top movers (positive and negative) by location.

What's the right RBAC setup for a 50-location business?

At minimum three roles: (1) Corporate admin — full access, manages templates and integrations. (2) Region or district manager — read all locations in their territory, edit responses for those locations. (3) Location manager — full edit access to their own location only, read-only on dashboards above them. For high-compliance industries (healthcare, financial services), add a fourth role for a compliance reviewer with audit-log access but no edit rights. Vouch supports custom RBAC plus SAML SSO.

By industry

Category-specific reputation playbooks — what each industry's reviewers expect, which platforms matter, and what the compliance edges are.

How does review management work for dental practices?

Dental is one of the highest-leverage industries for reputation. Patients trust Google reviews heavily when choosing a dentist, and a 0.1-star difference in average rating measurably affects new-patient acquisition. The playbook: SMS review requests within 24 hours of a completed appointment, branded landing page, route to Google primarily (Healthgrades and Yelp secondarily), AI-drafted responses approved by the office manager. Compliance: HIPAA-safe handling of any patient-identifying data, no PHI in review-request messages, BAA with your platform provider if required by counsel.

How does review management work for restaurants?

Volume is the difference. A busy restaurant might serve 1,000+ guests a week, so even a 5% response rate to review requests yields 50+ new Google reviews a week if the program runs cleanly. The playbook: QR code on the receipt or table tent driving to a one-question survey, route promoters to Google, Yelp, TripAdvisor (in that priority order for most markets), capture passives and detractors privately for service recovery. Pay attention to image and menu-item reviews on Google — they drive more traffic than star ratings alone.

How does review management work for home services (HVAC, plumbing, electrical)?

Home services reviews are heavily weighted in local-pack ranking and emergency-search conversion. The playbook: SMS request within 1–2 hours of job completion (while the customer is still happy), single-question rating, route promoters to Google Business Profile or Angi depending on your channel mix, capture private feedback for issue resolution. Train technicians to mention the review request verbally at job close — review volume from techs who ask manually is 3–5× higher than from those who don't.

How does review management work for SaaS and B2B?

The platforms shift to G2, Capterra, TrustRadius, Trustpilot, Software Advice, and Gartner Peer Insights. Solicitation cadence is monthly or quarterly, triggered by usage milestones ("completed first 5 workflows," "renewed for a second year") rather than transactions. Channel is email-dominant with LinkedIn outreach for high-value champions. Be cautious with incentivized reviews — G2 and Capterra accept gift-card incentives if disclosed and offered uniformly, but their algorithms downweight incentivized reviews against organic ones.

How does review management work for healthcare?

Constrained by HIPAA. You cannot include PHI in a review-request message (no diagnoses, procedures, or visit details) and you cannot encourage patients to disclose PHI in a public review. The clean playbook: SMS within 24 hours of a completed appointment, a generic message ("Thanks for choosing us — please share your experience"), and a public review platform link. Vouch supports HIPAA-aware workflows; BAAs are available on request via support@aartha.ai. Healthgrades, Vitals, and Google are the primary platforms; Yelp matters less in this category.

How does review management work for automotive (dealerships and repair)?

Dealerships have unusually high stakes per review — average vehicle purchases are large, and a single negative review can affect months of pipeline. The playbook: SMS at vehicle delivery for sales reviews, SMS at service-pickup for service reviews, separate Google Business Profiles for sales and service departments (Google supports this), DealerRater and Cars.com alongside Google. Watch for manufacturer-mandated reputation programs — many OEMs require specific platforms and provide their own CSI (Customer Satisfaction Index) on top of public reviews.

About Vouch

How Vouch handles the things above in practice.

What does Vouch actually do?

Vouch is a multi-tenant SaaS platform for review solicitation, response management, customer feedback, and reputation analytics. It runs your campaigns across email, SMS, and WhatsApp; pulls reviews from Google, Yelp, Facebook, Tripadvisor, and Trustpilot into one inbox; drafts on-brand replies with AI (human-approved before publish); analyzes sentiment and themes; surfaces operational recommendations; and rolls everything into the Vouch Score per location. It is built around multi-location businesses and the compliance edges (TCPA, FTC, GDPR, HIPAA, 10DLC) that come with messaging customers.

How is Vouch different from Birdeye, Podium, or SurveyMonkey?

Briefly: Birdeye and Podium overlap most with Vouch in scope but were built before the current generation of AI and the FTC fake-review rule; Vouch is built around AI-drafted-then-human-approved workflows and explicit compliance with the 2024 FTC rule. SurveyMonkey is a survey tool and doesn't include the review-platform integrations or unified inbox. The deeper differences are the platform's data-handling commitments — Vouch never uses customer data for its own remarketing, never sells it, and never trains public AI models on it — and a transparent pricing model. See our Privacy Policy, AI Policy, and Sub-processors page for the full picture.

Does Vouch use my customer data for its own marketing?

No. Customer data uploaded or generated in a Vouch workspace is used only to deliver the service to that workspace. We do not use consumer data to market Vouch back to your customers. We do not use one customer's data to enrich, score, target, or train features for any other workspace. We do not sell or share personal data with advertisers, data brokers, or third-party marketers. The full commitments — and the contractual mechanisms behind them — are in our Privacy Policy.

How do I see what Vouch can do?

Book a demo at support@aartha.ai. We typically walk through a live workspace seeded with your category's review platforms, set up a sample campaign with your own brand voice, and show the AI draft + approval workflow on real reviews. Demos run 30 minutes; pilots run 4–6 weeks.

Still have a question?

Book a 30-minute demo and we’ll walk through a live Vouch workspace seeded with your category’s review platforms, your brand voice, and the AI draft + human-approval workflow on real reviews.

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