Reputation Growth
Turn earned reviews into compounding visibility.
This capability may be applied through an Adaptive Brand Management membership or a separately scoped Custom Engagement.
Explore Memberships Discuss a Custom EngagementWhat holds. What moves.
The core
- The standard of service the reviews are about
- Your response policy
The execution
- How and when reviews are requested
- How responses are written
- Which profiles are linked and maintained
What Digilu does not guarantee
Digilu does not write, buy, or incentivize reviews, and cannot guarantee review volume or ratings. Today this capability measures the machine-readable layer of reputation rather than review sentiment.
The Infrastructure That Makes Trust Visible
A 3.4 Google review rating tells prospective clients something is wrong. A 4.7 tells them something is working. The difference between those numbers is usually not the quality of the work. It's the presence or absence of a system that collects the proof of excellent work. Digilu built the reputation infrastructure for Stratus Clean that moved their rating from 3.4 to 4.7.
Reputation growth is structural. It requires the right ask at the right time, the right follow-up, and the right response to every review. When the system is in place, trust compounds automatically: every good job generates another visible proof point.
- Review request process design
- Timing and channel optimization for review asks
- Response templates for positive and negative reviews
- Reputation monitoring setup
- Platform-specific strategy (Google, Yelp, BBB, Martindale)
- Review velocity and rating improvement tracking
The two review metrics most CEOs are missing.
You know your lead-to-customer rate. Ask what share of your customers publicly reviewed the experience, and how long it took, and most companies have no answer. Twenty new reviews mean one thing after 100 customers and something else after 2,000. The star rating cannot tell you which.
| Metric | The question it answers | What it takes to measure |
|---|---|---|
| Customer-to-Review Rate (CRR) | Of the customers whose work was completed, what share published a public review within 30, 60 or 90 days? | Your completed-customer records, and reviews that can be matched to those customers. |
| Time-to-Review (TTR) | Among the customers who reviewed, how many days passed between the finished work and the review? Reported as the median. | A completion date for each customer and the creation date of each matched review. |
| Review volume per 100 completed customers | How many reviews appeared for every 100 customers served in a period? | Two counts. This is a proxy, labeled as one. It is not CRR, because the reviews may come from other customers and other months. |
Read together, the two numbers show where to look: the experience itself, how many customers were ever invited, when they were invited, how hard it was to respond, or records that cannot answer the question yet. They sit beside review volume, recency, rating distribution, response coverage and retention. They do not replace them.
What can and cannot be measured
A scan of public review profiles cannot know which customer wrote which review. CRR and TTR need your own completed-customer records and a responsible way to match reviews to them. Where the match is reliable, The Observatory reports the rate with its cohort, sample size and share matched. Where it is not, the report shows a labeled proxy and names what is missing.
Digilu has not published a client CRR or TTR yet. The first readings will come from a client whose records support them, and they will be published with their limits. Neither number is a trust score, and neither comes with a promise about review volume, ratings, rankings or revenue. The full method is documented by Marketing Helix.
The third question: referrals
Reviews are public evidence. A referral is a different act: a customer puts their own name behind an introduction. So there is a third question to ask after a sale. Of the customers whose work was completed, how many introduced a real prospect within 90 days? Customer-to-Referral Rate (CFR) counts those customers. It does not count link clicks, a stated willingness to recommend, or "referral" traffic in web analytics, and it is never blended with CRR and TTR into one score.
Measuring it takes your completed-customer records and a consistent answer to one intake question: who sent you? Where your records and referral evidence support it, The Observatory can report the rate over time, beside the introductions that became customers. Where they do not, we name the gap. We do not estimate a number, and no client CFR has been published yet.
For most businesses this starts inside the managed relationship, with the intake question. Connecting a CRM or a job system that needs custom development is scoped separately as a custom engagement. Referral rewards are kept apart from review requests: Digilu never ties a reward to a review.
Can you measure the customers behind your reviews and referrals?
Ask Digilu to assess your review and referral process, and whether CRR, TTR and CFR can be measured responsibly for your business.
Ask Digilu to Assess ItBuilt for Your Field
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ExploreAsk Better. Ask Consistently.
Audit
Review current rating, review volume, platform coverage, and response history.
System Design
Build the request process, timing, channels, and response templates.
Launch
Implement the system and train the team on consistent execution.
Monitor
Track velocity, rating movement, and reputation signals across platforms.
Build the Full System
Does your review rating reflect your actual quality?
Digilu builds reputation systems that make excellent work visible.
Build Your Reputation System