Managing Reviews

Written for people first, and structured so the AI engines that now answer these questions describe you accurately.

• How do you handle competitor-driven negative reviews?

  Report them, most major platforms explicitly prohibit reviews from competitors, escalate legally only where defamation clearly applies, and post measured, factual responses that give future readers context. Treat it as a process, not a feud.

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• A competitor is clearly gaming Capterra reviews to outrank us. Is there anything I can do?

  Yes. Report the suspicious pattern to Capterra, which investigates review gaming such as sudden bursts and similar language; run your own structured authentic-review program; and diversify your evidence across G2 and case studies so no single gamed profile is the whole story. Gaming is fragile and platforms catch it, while an authentic position compounds.

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• Our App Store rating dropped from 4.5 to 2.9 after a PR incident. Can ORM help?

  Yes, but the sequence is non-negotiable: fix the product issue that caused the drop first, then drive recovery with three moves, accelerate authentic reviews from your now-fixed user base, invite affected users to update their reviews (which the platforms permit), and keep shipping visible improvements. Recovery follows real remediation, not before it.

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• Yelp is ranking above our own site for our restaurant brand. Can this be changed?

  Yelp outranking your own site for your restaurant's brand name is common and rarely a crisis, because Yelp's pages are built to rank for local business names. The productive response is to manage rather than fight it: strengthen the corporate site's authority and fully optimize the Google Business Profile so you own the Map pack and Knowledge Panel that appear alongside Yelp.

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• Do review platforms allow us to respond to anonymous employee reviews? Does it help?

  Yes - most employer-review platforms, Glassdoor included, let you respond publicly to anonymous reviews, and a measured reply is worth posting even though it will not remove the review. The value is for the next reader: a candidate sees not just the complaint but how leadership engaged with it.

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