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Customer service

Weekly Google, Tripadvisor and Yelp review summary

A weekly review round-up collects every new review from the platforms you are listed on and groups what customers said into themes. It shares a short summary with the team in Slack, with quotes and links, and flags serious issues to the owner straight away.

An example of how the studio would build it. No live services are connected.

From reviews scattered across sites to one weekly round-up.

  1. Step 01

    Reviews gathered

    Collect new reviews from Google Business Profile, and from Tripadvisor and Yelp through their APIs or review alert emails, where access allows.

  2. Step 02

    Themes found

    Group comments into themes such as food, service, waiting times and cleanliness, keeping a link to every review.

  3. Step 03

    Patterns checked

    Compare with recent weeks to spot themes that are growing, and pick out staff praised by name.

  4. Step 04

    Round-up shared

    Post a short summary to the team’s Slack channel, with quotes for each theme and links to the full reviews.

  5. Step 05

    Unanswered listed

    List reviews that still have no reply, so the owner can decide which ones need a response.

The result

The kitchen and front of house hear what guests noticed, good and bad, while it still matters.

The round-up is internal, and nothing is posted or replied to publicly. Reviews that mention safety, allergies or illness go straight to the owner rather than waiting for Monday.

Before we connect it.

Where this is useful

Useful for restaurants, pubs, cafés, hotels and attractions that are reviewed on several sites and only see reviews when someone happens to check. A sensible first version covers Google reviews, then adds Tripadvisor and Yelp once you have agreed how their reviews will be collected.

What we need to connect

  1. 01Owner or manager access to your Google Business Profile, with API access approved so reviews can be read.
  2. 02Your Tripadvisor and Yelp listings, and either API access where they offer it or the review alert emails they send to the listing owner.
  3. 03A Slack channel for the round-up, the themes you care about and the words that should trigger an immediate alert to the owner.

What needs careful handling

Tripadvisor and Yelp give limited review access through their public APIs, so the alert emails sent to listing owners can be the more complete source, and the round-up says when a platform couldn’t be checked. Reviews can be edited or removed after posting, so each one is stored with the date it was collected and a link to the original. Naming staff in a summary is useful for praise, but criticism of a named person goes only to the owner, not the whole team.

Questions people ask.

Is the summary written by AI?

The grouping and summary can be prepared by an AI model, because the round-up is internal and every point links back to the original review. Your team still reads the reviews themselves for anything important. If you prefer, the round-up can be a simple list grouped by rating and platform instead.

Does this reply to reviews as well?

No, it only gathers and summarises them. Replies are a separate decision, and drafted replies that a person approves can sit alongside this round-up if you want them.

Review posted → Reply published
Automation 65

AI-drafted Google review replies

Work completed → Team follows up
Automation 04

Automated customer review journeys

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