Customer Feedback (Reviews)

In this guide you will learn more about the Customer Feedback section of Moz Local.

Quick Links

• Overview of Customer Feedback in Moz Local
• Responding to Feedback
• Supported Directories

Reputation management is an important part of your local SEO strategy. Personal experiences, star ratings, reviews and feedback left on Google and Facebook give potential customers an idea of your business’s reputation. With the Customer Feedback section in Moz Local, you can monitor and review your business’s feedback. You can then use this information to track which branches are receiving consistently positive ratings, and apply best practices to other locations.

Access to Customer Feedback and its functionality are dependent on your subscription level.

Monitoring Customer Feedback

If you have purchased a Lite plan for Moz Local, you will have the ability to view reviews for your business within the Customer Feedback section of Moz Local however, you will not be able to respond to those reviews in the application itself.

Managing Customer Feedback

If you’ve purchased a Preferred or Elite level plan for Moz Local, you can manage and respond to reviews from the Customer Feedback tab in Moz Local.

• Learn how to upgrade or downgrade your Moz Local plan

Important: In order for reviews from Google and Facebook to arrive in the system, you must first connect your Google Business Profile and your Facebook page.

Please note: Responding to customer reviews, i.e. review management, is only available on the Moz Local Preferred and Elite plans whereas review monitoring is available with the Lite plan and above.

Customer Feedback in Moz Local contains consumer sentiment for your location, tracked by the software. This includes reviews, ratings, and questions, which you can respond to.

Your customer feedback is arranged chronologically, with the latest review at the top. You can download your reviews to XLS by clicking the Export button.

To respond to a review:

1. Click on the review you want to respond to.
2. Write your answer in the text box. You can also preview the original message directly in the directory by clicking on Show Original.
3. After you have written your answer, click on the Send button. Your reaction will appear in the respective directory. On Google, your reaction will be titled Owner’s Reply, on Facebook, it will have the name of your company’s website as the title.

You can also sort by review status to see reviews which you have not responded to and which ones you have reviewed.

Click See all filters for more ways to group your customer feedback. Particularly helpful is the filter, Rating. Find out which locations are getting negative feedback, and ensure the quality of your business by introducing improvement measures. Other ways to sort your reviews include:

• Search - You can search by a particular word that was used in your reviews.
• Date range
• Rating
• Unread - filter by unread reviews
• Unreplied - filter by reviews that have not been replied to
• Directory - filter by a specific directory. You can choose all, multiple, or individual directories
• Feedback type - filter to see reviews that are photos, reviews, or questions & answers
• Account - filter to see reviews for a specific location, multiple locations, or all locations

You can also keep track of your location’s aggregated reviews/ratings metrics from the Location Dashboard.

The list of directories for which reviews are visible in the Customer Feedback section of your Moz Local location is based on the subscription level. Please note: Lite plans include view-only access to Customer Feedback.

Customer Feedback Directories for US Businesses

Customer Feedback Directories for Canadian Businesses

Customer Feedback Directories for UK Businesses