SERM-UP / Reviews and Ratings
Review Management
Monitoring, response strategy, moderation requests and systematic work with genuine customer reviews and company ratings.
01
When This Service Is Useful
The service is useful when reviews influence conversion, ratings are declining, complaints remain unanswered, company profiles contain outdated data or suspicious review activity creates a reputational risk.
Companies with low ratings on maps and review platforms.
Businesses receiving repeated complaints on the same service issue.
Brands facing suspicious or coordinated reviews.
Networks that need consistent response standards across locations.
Marketing and customer service teams that need a shared process.
02
What the Work Includes
Platform and Profile Audit
We review ratings, recent reviews, recurring topics, profile completeness and response quality.
Review Classification
Feedback is grouped by issue, severity, credibility, platform rule and required action.
Response Guidelines
We create principles and templates that help the company respond calmly, specifically and consistently.
Moderation Requests
For content that may violate platform rules, we prepare evidence and a structured request.
Feedback Process
We identify where genuine clients can be invited to share feedback without pressure or manipulation.
Monitoring
New reviews and rating changes are tracked under the agreed scope.
03
How the Project Is Organised
Initial Assessment
We collect the priority platforms, profiles, ratings and known problem reviews.
Detailed Audit
We analyse review themes, response quality and potential rule violations.
Strategy and Priorities
We define response standards, escalation rules and responsible participants.
Implementation
We prepare responses, moderation requests and profile improvements.
Monitoring and Review
We monitor new reviews and adjust the response process.
04
What You Receive
Review and rating audit.
Issue and platform map.
Response policy and tone-of-voice principles.
Draft responses for priority reviews.
Evidence packages for moderation requests.
Profile improvement recommendations.
Monitoring and regular summaries.
05
How We Measure Progress
Rating dynamics by platform.
Share of reviews with a timely response.
Recurring issues and complaint categories.
Status of moderation requests.
Profile completeness and information accuracy.
Volume and quality of genuine new feedback.
06
Realistic Expectations
A company cannot guarantee that a platform will remove a review. Negative feedback should not be hidden when it reflects a real customer issue. Reputation work is strongest when operational improvements and public communication support each other.
We do not guarantee removal, a fixed search position or a specific platform decision. The project is evaluated through documented actions and observable changes in search results, reviews, sources and response readiness.
FAQ
Frequently Asked Questions
Can you remove a false review?
We can assess the platform rules, collect evidence and prepare a moderation request. The final decision belongs to the platform.
Do you publish positive reviews?
No. We do not fabricate customer experiences. We can help create a lawful process for inviting genuine feedback.
Should every negative review receive a response?
Most visible and relevant reviews should be assessed, but the format depends on the issue, tone and platform.
Can responses make the situation worse?
Yes, if they are defensive, generic or reveal unnecessary information. A response policy reduces this risk.
Do you work with Yandex Maps?
Yes, within the confirmed project scope, together with other relevant maps, directories and review platforms.
Next Step
Discuss Review Management
Send the company name and links to the relevant profiles or reviews. We will review the rating, recent feedback and realistic next steps.
Telegram: @sagdiv Phone: +7 977 789-53-95 Email: 2@serm-up.ru