This replaced scattered logins and manual checking with one dashboard that updates in real time. Managers can now spot a location dropping in rating within days instead of months. The automated reply templates ensure every review gets a response without hiring more staff. Survey responses link directly to review data, so they can see if a patient who gave a low NPS score later left a negative Google review. The business impact is clear: they are protecting their online reputation at scale while saving hours of manual work each week.
Reviews & Reputation Management Dashboard
Overview
A Case Study on How We Centralized Reputation Management for a Multi-Location Healthcare Practice
The goal was to give one of the healthcare practices in the USA a single place to track what patients are saying about them. With 114 locations across 27 regions, they needed to stop logging into Google Business Profiles one by one and stop relying on staff to manually check reviews across dozens of sites. This dashboard pulls everything into one view: Google reviews, Doctor.com ratings, patient surveys, and NPS scores, so managers can actually see patterns instead of drowning in tabs and spreadsheets.
Requirements
Our solution
Their marketing team spent hours each week logging into separate Google Business accounts and third-party sites to check for new reviews. They had no central place to see which locations needed attention.
We built a central Reviews Dashboard that aggregates Google reviews, Doctor.com ratings, and internal surveys into one place. Managers now see all new activity across 114 locations without switching accounts or platforms.
When ratings dropped, they could not tell if it was a specific clinic, a particular doctor, or a regional issue. Reviews were anonymous noise instead of actionable data.
The Reputation module lets them slice data by region, specific location, individual personnel, patient demographics, date range, and rating level. They can finally spot whether a drop in ratings is tied to a specific provider or location.
Negative reviews sometimes sat unanswered for days because no one was clearly responsible. Positive reviews got generic copy paste replies or were ignored entirely. There was no system to ensure every patient got a timely, professional response.
We created a Review Reply Template system that stores pre written responses for different scenarios. Templates can trigger automatically based on positive or negative ratings, cutting response time from days to hours while keeping tone consistent across all locations.
Survey responses lived in one tool. Online reviews lived in another. NPS scores were calculated separately. They could not connect the dots between a patient who gave a low survey score and later left a bad Google review.
The Survey module connects directly to review data. Custom surveys like post-service follow-ups and telehealth satisfaction forms feed into the same dashboard as public reviews. Teams can now track a patient journey from survey response to online review and spot issues before they become public complaints.
Results:
A single dashboard showing review volume, average ratings, and star breakdowns across all locations with filters for region, location, and personnel.
Review reply templates that trigger automatically based on positive or negative ratings, ensuring consistent, fast responses without manual drafting.
Pulls reviews from Google and Doctor.com into one report, with the ability to track performance by individual location or compare regions.
Net Promoter Score breakdowns showing promoters, passives, and detractors with trend charts to spot satisfaction shifts early.