Managing Customer Reviews

Where Reviews Live

Every customer review across your fleet shows up on the Reviews page in the sidebar. From here you can read, filter, sort, respond, pin, and moderate. The page is built for speed — you can process a full week of reviews in a few minutes once you know the layout.

Filters

Filters sit at the top of the list and stack — any combination works together.

Rating

Filter to one or more star ratings: 1, 2, 3, 4, 5. The most common use is "show me every review under 4 stars" — select 1, 2, and 3 to surface anything that deserves attention.

Trailer

Filter to a single trailer or a group by trailer type or tag. Great when investigating a drop in a specific trailer's rating.

Responded

Toggle between All, Responded, and Unresponded. If you aim to respond to every review, the Unresponded filter is the one you will live in.

Search

The search bar performs a full-text match across review body, customer name, and trailer name. Useful searches:

• A specific concern: late, dirty, brake, price.
• A specific customer or trailer.
• A theme surfaced by sentiment analysis: communication, clean.

Search combines with filters, so "3 stars and lower + search 'communication'" surfaces critical feedback quickly.

Sort

Three sort options:

1. Newest first (default) — the standard triage view.
2. Oldest first — use when you are catching up on an overdue queue.
3. Lowest rated first — the best sort for damage control. Combine with Unresponded to find exactly what needs your attention today.

Quick Respond Inline

Every review card has a Respond button. Clicking it opens an inline response editor right there — you do not leave the list.

1. Type your response, or click Draft with AI to generate one (see ai-review-responses).
2. Pick a tone if you are using AI: Professional, Warm, or Apologetic.
3. Choose Save as Draft or Publish.
4. Published responses appear on your public trailer page under the review.

Quick Respond is the fastest path for most reviews. For complex responses or when you want to hand the review to a teammate, click the review title to open the full detail view.

Actions on Each Review

Beyond responding, each review card has:

• Pin — feature this review on the trailer detail page and your website. See pinning-reviews.
• Report — flag a review that appears to be spam, offensive, or fake. See review-moderation.
• View booking — jump to the booking this review is tied to, useful for context.
• Copy link — share a direct link with a teammate.

Review Counts and Health

The page header shows:

• Total reviews.
• Average rating (stars, to one decimal).
• Number unresponded.
• Response rate.
• Sentiment mix (Positive / Neutral / Negative) from AI sentiment analysis.

These update live as you work.

Tips

• Adopt a weekly rhythm. Triage every Monday — filter to Unresponded + sort by Lowest rated first, process everything, then spend five minutes on 4- and 5-star reviews to thank the happy customers.
• Do not ignore 4-star reviews. They often contain your most actionable feedback.
• Use saved filters. Click Save View after setting up your preferred filter combo and it will appear in the sidebar for one-click access next time.