93% of consumers read online reviews before making a purchase — and your star rating is visible in search results before they even visit your site. Lumo builds systematic review generation programs that grow your rating, manage responses, and protect your reputation across Google, Yelp, and industry-specific platforms.
Online reviews have become the default trust signal for consumer decisions. When someone Googles your business name — or searches for the service you provide — your star rating and review count appear in the knowledge panel, local pack, and Google Business Profile before they reach your website. A low rating or sparse review count loses you customers before you ever get a chance to pitch them.
The challenge is that review generation happens by default — not in your favour. Unhappy customers are 3x more likely to leave a review than satisfied ones without prompting. The businesses with the highest ratings are those that have systematically asked happy customers to share their experience, not those with the fewest complaints.
Lumo builds review management programs that shift this asymmetry. We implement ethical, compliant review request workflows triggered at the moment of highest customer satisfaction — through email, SMS, or QR code — with personalised messaging that makes leaving a review easy. We also manage responses to every review, positive and negative, to demonstrate active engagement and mitigate damage from critical feedback.
Systematic review request programs — email and SMS sequences triggered at post-service or post-purchase satisfaction peaks, with platform-specific direct links and personalised messaging that drives completion.
Professional, brand-consistent responses to every Google, Yelp, and platform review — positive reviews thanked personally, negative reviews addressed constructively with empathy and resolution offers.
Real-time monitoring across Google, Yelp, Facebook, TripAdvisor, G2, Capterra, and industry-specific platforms — alerting you within hours of new reviews so responses are timely and issues don't compound.
Strategic response protocols for negative reviews — addressing root cause, demonstrating resolution, and when appropriate, working with platforms on review policy violations for fake or spam reviews.
Monthly report covering review count growth, average rating trend, platform distribution, sentiment analysis, and response rate — with benchmarking against local competitors and industry averages.
GBP setup and optimisation — business information completeness, category selection, photo management, post scheduling, and Q&A management — the full profile that hosts your reviews and affects local ranking.
Audit existing reviews across all platforms, assess rating health, identify review gaps versus competitors, and document current GBP optimisation status — establishing the baseline before any program launches.
Design review request workflow, configure automation platform, set up monitoring alerts, build response templates by scenario, and launch GBP optimisation — program ready within 2 weeks.
Activate review request campaigns, begin monitoring, and start responding to all new reviews within 24 hours. Track rating movement and completion rates weekly during the first 60 days.
Monthly performance review, request message A/B testing, platform strategy adjustments based on where your customers are most active, and competitive benchmarking to track relative reputation position.
Yes — asking customers to leave reviews is completely legitimate and encouraged by Google. What's prohibited is incentivising reviews (offering discounts or gifts in exchange for reviews), creating fake reviews, or suppressing negative reviews by only sending review requests to customers you know are happy. Lumo builds compliant programs that ask all customers for honest feedback — which is what generates trust.
Lumo monitors and manages responses across Google Business Profile, Yelp, Facebook, TripAdvisor, G2, Capterra, Trustpilot, BBB, Healthgrades, Avvo, Houzz, Angi, and other industry-specific platforms. The platforms prioritised for active review generation depend on which ones Google displays prominently for your business type and location.
For businesses with an active customer base, a well-run review generation program can generate 10–30+ new Google reviews per month, with measurable rating improvement within 60–90 days. The rate depends on your review request volume, current customer satisfaction levels, and your completion rate on review requests (typically 15–25% completion from email, 20–35% from SMS).
Lumo responds professionally to all negative reviews with empathy and resolution offers — this response is often more important to future readers than the review itself. For reviews that violate Google's policies (fake reviews, conflict of interest, spam), we can flag them for Google review with documented rationale. Google does remove policy-violating reviews, but the process takes time and isn't guaranteed.
Yes — multi-location review management is one of Lumo's specialities. We manage review profiles for each location separately, ensuring each GBP is optimised, responses are location-specific, and review generation programs reference the correct location. Rating benchmarking is done at both the brand level and individual location level.
Get a free reputation audit — we'll assess your current review profile across all platforms, compare you to local competitors, and show you exactly how much business your ratings are winning or losing.
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