Reputation That Wins: Reviews, Trust and Social Proof

Kosadel • London Since 2014 Online Reputation & Reviews

Online Reputation & Reviews: more trust, higher conversion, stronger Local SEO

Reviews are social proof with real financial impact. We build a structured system for collecting and managing reviews, define response processes, and reduce the risk of negative incidents — safely, consistently, and measurably.

Goal: more positive reviews, stronger brand perception, and increased leads/sales from organic & local results.

Request a Reputation Audit Book a Consultation
Google Reviews • Review Generation • Reply Playbooks • Crisis Handling
Review Engine Consistent collection with a clear process.
Responses Playbooks for every scenario.
Local SEO Better visibility in maps & local packs.
Risk Control Prevention and handling of negative signals.

Online Reputation & Reviews with Kosadel

Your online reputation is either revenue — or lost revenue. People read reviews before deciding, and reviews influence conversion, CTR, and your position in local results. We build a structured approach around collection, responses, monitoring, and incident handling.

When you need it most

When you have few reviews, when negative feedback appears without a response process, when you want to boost local visibility, or when you want higher conversion (landing pages/calls/bookings) through strong social proof.

Sub-services (what we do in practice)

Reputation Audit Current presence across Google/FB/industry sites, gaps, and priorities.
Review Generation System QR, short links, scripts, timing, and follow-ups.
Reply Playbooks Tone of voice, templates, and escalation rules.
Monitoring & Alerts Notifications, weekly checks, and a simple dashboard.
Local SEO Proof Trust reinforcement across GBP, website, and schema.
Crisis Handling Incident management and high-risk response support.

Process (from audit to consistent 5★ signals)

1
Baseline audit Platforms, rating, patterns, and review keywords.
2
Review engine setup Link/QR, timing, and customer touchpoints.
3
Response playbooks Templates + rules for escalation.
4
Monitoring & QA Frequency, quality, and risk checks.
5
Optimisation Refine scripts/timing and strengthen proof signals.

KPIs we track

Average Rating Review Velocity Response Rate Response Time Negative Review Share Local CTR Calls/Leads Lift
Want a review “engine” — not just one-off replies?

Send us your Google Business Profile and key touchpoints (website, email, WhatsApp, physical location/clinic/store). We’ll propose a collection process + response templates and escalation rules.

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Frequently Asked Questions

How do we increase reviews safely?
With the right timing (after a successful touchpoint), a clean link/QR, a simple message, and a follow-up. We avoid practices that may violate platform policies. The goal is consistency — not “tricks.”
Do we respond to every negative review?
Almost always yes — but with the right tone and rules: politeness, clarification, an invitation to resolve offline, and avoiding sensitive data. For high-risk cases, we use escalation.
How much do reviews affect Local SEO?
Volume, frequency, and quality can influence how “strong” your profile appears and often help improve visibility and CTR in local results — especially when combined with correct GBP setup.
Can you create ready-to-use reply templates?
Yes. We create playbooks by category (positive/neutral/negative, complaints, delays, service issues), with tone guidance and reply examples.
What do you deliver each month?
A report covering rating, review velocity, response rate/time, patterns (what people praise vs what triggers complaints), and process improvements to reduce negatives and increase positives.

Online Reputation & Reviews Packages

Prices are excluding VAT. They include monitoring, a response process, and reporting. We do not include “fake reviews” practices. We work 100% clean with process & protection. ORM tool subscriptions (if required) and advertising spend are not included.

Start — monitoring & basic response management Ideal for local businesses that want consistent replies and control of their public image.
Most Popular
Monthly Retainer
£165 / month
Monitoring + replies/month + alerts.
  • Monitoring of key platforms (Google, Facebook, etc.)
  • Up to X replies/month (scope-based, e.g. 15)
  • Alerts for new reviews/mentions
  • Monthly report (rating, volume, themes)
Purchase Service
What’s Included
Process
A clear playbook for consistent, correct replies.
  • Response templates (positive/neutral/negative)
  • Escalation rules (when it goes to owner/legal)
  • Tone of voice & brand language
  • Basic crisis guidelines
Book a Consultation
Onboarding (one-off)
£100
Setup & rules so everything runs properly.
  • Monitoring setup + access checks
  • Response playbook + approvals
  • Brand voice & do’s/don’ts
  • Baseline snapshot (rating, keywords, risks)
Start Onboarding
Growth — review process + escalation + monthly improvement plan Ideal for brands that want stronger negative handling and a clean system for increasing positive reviews.
Best Value
Monthly Retainer
£340 / month
Review process + reporting + recommendations.
  • Monitoring + expanded platform coverage
  • Replies/month (scope-based, e.g. 30)
  • Escalation + handling guidelines
  • Monthly plan to increase positive reviews (clean)
Purchase Service
Review Growth (Clean)
System
Increase positive volume with the right flow.
  • Customer review request templates (SMS/email/QR)
  • In-store / post-service workflows
  • Timing rules (when to request reviews)
  • Training guide for staff (where relevant)
Book a Kickoff
Ideal For
Use Cases
When you have volume and need control.
  • Hospitality / tourism
  • Clinics / healthcare
  • Retail chains / franchises
  • Service businesses with high review volume
Talk to Us
Scale — ORM + SERP strategy + brand protection For brands that need serious reputation management, content support, and search results strategy.
Scale
Monthly Retainer
£570 / month
ORM + content support + SERP approach.
  • Monitoring & replies (higher volume, scope-based)
  • Reputation content support (Q&A, updates, pages)
  • Brand protection guidelines + escalation playbooks
  • Monthly executive summary + roadmap
Purchase Service
SERP Strategy
Support
Improve what people see when they search for you.
  • Brand query audit (what shows up)
  • Content plan for “positive” assets
  • Owned pages optimisation (about, press, profiles)
  • Risk monitoring (mentions)
Book a Kickoff
Requirements
Prereqs
To make the programme work correctly.
  • Access to Google Business Profile / platforms
  • Agreed approval SLA for replies
  • Rules for claims/policies (especially regulated industries)
  • Aligned approach for refunds/complaints handling
Talk to Us
Onboarding — baseline audit & response framework (one-off) Start with structure: audit, templates, rules, and escalation paths.
Foundation
ORM Onboarding
£160
One-off setup & playbook.
  • Platform audit & baseline KPIs
  • Response templates + tone rules
  • Escalation map (operational/legal)
  • 30-day action plan (clean improvements)
Start Onboarding
Deliverables
Output
What we deliver.
  • Response policy (SLA & approvals)
  • Review request flows (clean)
  • Risk list + prevention actions
  • Brand query snapshot (SERP)
Book a Kickoff
Ideal For
Use Cases
When you’re changing process or agency.
  • New brands building a reviews process
  • Brands with negative spikes
  • Franchises that need rules
  • Businesses with compliance requirements
Talk to Us
Custom — multi-location, crisis management, regulated industries For organisations with multiple locations or advanced governance & compliance needs.
By Quote
Custom Reputation Programme
Quote-based
Built around locations, volume, SLA, compliance, and risk profile.
  • Multi-location governance + templates by brand/region
  • Crisis workflow + escalation (operations/legal/PR)
  • Advanced SERP support + content programme
  • Dashboarding / BI integration (where applicable)
Request a Quote

CONTACT US TODAY

Online Reputation & Reviews by KOSADEL: A Trust System That Drives Sales and Sustainable Growth

Online reputation isn’t a “soft” topic. It’s a measurable business variable that directly impacts conversion rate, customer acquisition cost (CAC/CPA), and the overall credibility of a brand. Before buying, before requesting a quote, before filling in a form, users check: ratings, comments, Google presence, social proof, your response style, and message consistency. If the picture is weak or inconsistent, paid traffic becomes more expensive and organic conversion drops.

At KOSADEL , we build Reputation Management as a system: monitoring, processes, response playbooks, review generation, and “armour” for negative situations. We integrate it into a broader Digital Marketing plan, so reputation becomes a growth lever —not a “fire to put out”.

Why reputation directly impacts revenue

Reviews and your presence on Google/social platforms act as “pre-selling”. The stronger the trust, the faster customers decide and the fewer steps they need. This translates into: better conversion, lower CPA, higher average order value, and higher repeat probability.

What you gain when reputation is set up properly

  • Higher conversion rate: users feel safe and proceed.
  • Lower CPC/CPA in paid: better trust → better funnel efficiency.
  • More branded searches: people search for you “by name”.
  • Fewer cancellations/returns: clearer expectations.
  • Crisis resilience: a strong positive base “absorbs” negativity.

Where Reputation fits in the service ecosystem

Reputation doesn’t exist in isolation. To perform at its best, it connects with: Social Media Marketing (community & responses), Search Engine Optimisation (brand SERP, organic trust), Search Engine Marketing (more efficient paid), Analytics & CRO (measuring conversion impact), Email Marketing & CRM (review requests / win-backs), and is creatively supported by Branding & Creative + Video Production / Motion .

Reviews don’t just “happen”. They are designed.

The biggest mistake is expecting customers to leave reviews on their own. Most happy customers say nothing, while unhappy customers are more likely to speak up. That’s why you need a system that increases review volume in an organic, professional, and sustainable way.

1) Timing: when we ask for a review

We ask when the customer has just experienced the “value moment”: service completion, successful delivery, a positive outcome, or a clear moment of satisfaction. That’s when the probability of a positive review is highest. With the right Email Marketing & CRM , we can automate timing without manual chasing.

2) Frictionless flow: make it “easy”

  • One click: direct review page, not “go find it”.
  • Mobile-first: most people will review from a phone.
  • Clear message: why you’re asking and how it helps.
  • Optional effort: if they don’t want to write text, they can leave a rating only.

3) Segmentation: who we ask and how

You don’t ask everyone the same way. Different tone for B2B clients, e-commerce customers, and local services. Segmentation and personalisation increase response rates. This also connects to Marketing Strategy & Consulting to define personas and messaging.

Reviews as content (not just a rating)

Reviews shouldn’t stay “hidden” on one platform. With permission/consent, they can become: social proof posts, case studies, FAQ, landing-page snippets, and assets for ads. This ties into Content Marketing , Social Media Marketing , and creative production via Branding & Creative .

The credibility rule

We don’t chase a “perfect” 5.0 if it isn’t realistic. We chase consistency, volume, and representativeness. A profile with 4.6–4.8 and plenty of recent reviews often sells better than something suspiciously perfect.

A negative review isn’t the “end”. It’s a tool.

Even the best businesses will receive negative feedback. The difference is how they respond. A strong reply can turn a negative incident into proof of professionalism and honesty. Readers see: accountability, willingness to resolve, and a human tone.

Core principles of a strong response

  • Speed: respond promptly—especially if the issue is “live”.
  • Empathy: acknowledge the experience without defensiveness.
  • Resolution: propose a clear next step.
  • Private channel: move the resolution off the public thread.
  • No “fights”: never attack or use sarcasm. It damages the brand.

When escalation is needed

If there is bad faith, systematic trolling, or sensitive issues, we apply a playbook: who responds, who approves, what the line is, and when to move to legal/platform processes. The playbook is defined through Marketing Strategy & Consulting .

How to “absorb” negativity

The best “antidote” to negative reviews is more recent positive reviews. That’s why we build the review engine (Tab 2) to increase volume and keep the profile “alive”. In parallel, we strengthen brand assets through Branding & Creative and Video / Motion , so audiences consistently “see” quality and coherence.

Reputation & Paid: why replies affect CPA

Users coming from paid (Search or Social) will often check reviews before converting. So, your response quality and reputation footprint affect paid traffic conversion. This directly connects Reputation with: Search Engine Marketing and Social Media Marketing .

Reputation KPIs with real business value

For reputation to become a growth tool, it must be measured properly. It’s not enough to say “how many stars do we have”. We measure: volume, velocity, sentiment, platform distribution, and conversion impact. That requires a combination of monitoring and analytics, grounded in Analytics & CRO .

Core KPIs

  • Average rating: overall score (by platform).
  • Review velocity: reviews/month (consistency).
  • Recency: how recent reviews are.
  • Response rate & time: how often and how fast you reply.
  • Sentiment mix: distribution of positive/neutral/negative.
  • Brand SERP quality: what shows up when people search your brand name.

Brand SERP: Google’s “shop window”

When someone searches your name, results should be clean, confidence-building, and credible. This is where Search Engine Optimisation (on-site signals), Content Marketing (educational/PR content), and a strong creative footprint from Branding & Creative help.

How we connect reputation with conversions

With the right setup, we can see correlations: conversion rate increases when review velocity rises, drops during negative bursts, and CPA improves in paid when the trust footprint strengthens. This allows Reputation to act as an optimisation lever across the entire funnel.

Frequently Asked Questions

They’re critical. They affect conversion, CAC, and brand trust. That’s why we connect them with SEM , Social , and Analytics & CRO .

Use the right timing after the “value moment”, keep the message short, and use a frictionless link. We automate it with Email Marketing & CRM .

Respond quickly, with empathy, and propose a solution/contact path. Don’t “argue” in public. In parallel, build review velocity so the impact gets absorbed.

Indirectly—through trust, brand signals, and branded searches. We connect it with SEO and Content Marketing .

When recent reviews increase, response time improves, conversion rises, and CPA drops. We measure it with Analytics & CRO .

Related services (the full ecosystem)

See also: Digital Marketing , Search Engine Marketing , Search Engine Optimisation , Social Media Marketing , Web Design , Analytics & CRO , Media Buying 360 , Branding & Creative , Video Production / Motion , Influencer / UGC , Content Marketing , Email Marketing & CRM , E-Commerce Marketing , Marketing Strategy & Consulting .