Review matching: how you know new Google reviews come from your patients
Every hour Repto pulls new reviews from the clinic's Google Business Profile, and its own matching algorithm looks, for each one, for the patient who rated the visit from the SMS link. For a matched review the dashboard shows the patient's first name, the visit date and the time they went on to Google, so you can check the patient against your visit list. You also see how many reviews the requests brought and how many appeared without a match.
- You see which new Google reviews your SMS messages brought.
- For a matched review you get the patient's first name and visit date.
- New reviews from your Google profile reach the dashboard every hour.
- The statistics show how many SMS messages it takes to get one Google review.
- To start, you connect Repto to the clinic's Google account once.
Why know which reviews came from the SMS?
The number of Google reviews can grow for many reasons: a new doctor, the season, and sometimes a front desk that remembers the manager's request to ask for reviews for about a week. Without matching, the clinic only sees that there are more reviews and has to guess whether the SMS messages deserve the credit.
With matching, the statistics show how many Google reviews appeared after the SMS messages and how many SMS messages it took per review, so you can work out the cost of one review in your head.
How does Repto link a Google review to an SMS?
- 1
The clinic connects Repto to its Google profile
Once, in the dashboard settings. The administrator signs in with the Google account that manages the profile and picks the location. Repto reads the reviews through the official Google Business Profile API.
- 2
The patient rates the visit, and a happy patient goes on to Google
Repto saves the rating. An unhappy patient writes to the clinic first, as described on the page about rating the visit before the review.
- 3
The matching algorithm links the review to the patient
Every hour Repto pulls new reviews and compares each one with the ratings patients gave after the SMS, weighing several factors at once. It also copes when several reviews appear on Google at the same time. A review that no rating fits stays unmatched.
- 4
The review reaches the dashboard, matched or not
In the list of Google reviews you can show only reviews from SMS, from QR codes or without a match. Matched reviews are the last stage of the funnel in the statistics.
What do reviews look like in the dashboard?
Each review from the profile lands in one of three groups in the dashboard. The clinic can assign a review with no automatic match to a QR code by hand.
Only reviews matched to a patient count in the statistics, so the SMS messages may have brought more reviews than the dashboard shows.
- The patient rated the visit from the SMS link and posted a reviewMatched to an SMS
- The patient scanned a QR code and posted a reviewMatched to a QR code
- The patient posted a review on their own or came back to Google laterNo match
Questions about review matching
How do I know new Google reviews come from our patients?
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Repto's matching algorithm links a new review to the patient who rated the visit from the SMS link. For a matched review the dashboard shows the patient's first name and visit date, so you can check them against your visit list.
How do you measure whether review requests work?
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By comparing the number of SMS messages sent with the number of Google reviews that appeared after them. In Repto both figures sit in one funnel, from SMS to review, separately for each clinic. Link opens and ratings along the way are covered on the statistics page.
Does Repto need access to our Google Business Profile?
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For matching, yes: the clinic's administrator connects Repto once to the Google account that manages the profile. Repto reads the reviews through that connection. Sending the SMS messages doesn't need it.
Does a review with only stars and no text get matched too?
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Yes. The algorithm matches a star-only review the same way as one with text.
15 minutes to see if it's worth it
It's a short online call, in English. I'll look at your Google reviews and show you the dashboard. Then I'll work out the cost and a forecast: how many reviews you could collect from your visit volume at a typical conversion rate.
Piotr Czupryński
Founder of Repto