Reputation Manager & Feedback System

Accessing the Reputation Tools

• Log into your REBEL ONE dashboard

• Go to Marketing > Reputation

This section includes five key tabs:

Overview, Requests, Reviews, Widgets, and Settings.

We will look at each tab briefly and there will be a in-depth training on the function of each tab later.

You will be able to jump to the training from the overviews below.

Overview Tab

This tab contains two sub-tabs:

• My Stats: Your personalized reputation metrics.

• Competitor Analysis: Track and compare your reputation with nearby restaurants.

In the My Stats tab:

• Use the timeframe toggle to view data for this week, this month, or the last 6 months (default).

• AI-generated review summary is shown if enough data is available.

• Dashboard Indicators include:

  • Invite Goal (currently not customizable)

  • Reviews Received

  • Sentiment Overview (positive vs negative feedback)

  • Average Rating across all platforms

  • Trends showing review patterns over time

  • Latest Reviews Feed (scrollable, aggregated across platforms)

Requests Tab

This tab is designed for sending direct review requests to your contacts.

While this feature is available, REBEL ONE Essentials primarily uses a QR-based survey strategy to collect guest feedback. Happy guests are then automatically redirected to Google for public review.

Jump to Request Tab Training

Reviews Tab

This tab displays all your reviews and lets you respond from one location.

• Search and filter by rating, platform, date range, or spam

• Use the search box to find specific reviews

• AI-generated summary will populate once you have enough data

• Reply to each review manually or using built-in AI tools

Note: For now, we recommend replying manually to master the platform before using AI automation.

Jump to Review Tab Training

Widgets Tab

Widgets let you showcase your reviews directly on your website.

Drop-in widgets provide live social proof using real-time reviews

Visitors can also leave a review (redirected to Google)

Templates are provided to simplify creation and embedding

Jump to Widget Tab Training

Listings Tab (Optional Paid Add-On)

The Listings tab helps keep your business name, address, phone number, hours, and website consistent across dozens of online directories, improving local SEO and ensuring customers find accurate information wherever they search.

Note: This is a paid add-on service and is not included in the Rebel One Essentials package by default. If you click into this feature without an active subscription, you’ll see an option to upgrade. Contact us if you’d like to learn more about enabling Listings for your account.

Settings Tab

This is your configuration hub for the Reputation Manager.

• Adjust AI settings for automated review replies (coming in future training)

• Copy your Google review link

• Set up SMS and email review request campaigns

• Access your QR code for review requests

• Manage spam filters

• Set up and maintain integrations with Google, Facebook, and other platforms

Jump to Settings Tab Training

Setting Up the Customer Feedback Survey

This survey allows you to capture in-house customer sentiment using a QR code, then route positive responses to Google Reviews while privately collecting negative feedback.

Create the Survey

• Go to Sites > Surveys in your REBEL ONE dashboard.

• Click + New Survey and name it something like “Reputation Feedback”

  • The default title is Survey 1- click the pencil to rename.

  • You have the options of “Start from Scratch” or “From Templates”

  • This training will show you the Scratch method, feel free to browse the templates. They will give you the design/ visual elements set up but you will need to customize like we are walking through in this training.

  Add the following elements:

  • open left hand menu with the + button at the top left.

  • These elements are all in the “Quick Add” tab. Scroll down to view all available elements.

  • Drag and drop from the menu or up and down the page.

  • Remember to hit save button at the top right often.

• Logo: add Image element and Choose a logo file.

  • Size it and move to where ever you would like it to be

  • Configure Size in the right side settings panel (double click on logo to open). Suggested size: 350px Width X 180px Height. Add “[your restaurant name] logo” to Alt Text.

• Text Box: Drag and drop below your logo-

  • add the following text:

    • "Thank you for visiting us—we’d love to hear about your experience. Your feedback helps us serve you better and keep improving the food, service, and atmosphere you enjoy."

  • Set as Sub Head Line- toggle the H button

• First Name: make required (check box in right settings- double click element to open)

• Last Name

• Email: Make required

• Phone: Do not make it required for reasons that have to do with A2P. This could flag your future text messages and get your number banned. SMS must always be optional.

  Hit Save Button - top right, if you have not saved yet.

• Radio Element: 5-1 Experience Rating

  • Make Required

  • This could also be done with the Star Rating element, but the configuration will be different than what you are about to do for the radio element.

  • To set this element up:

    • In the Right settings box (double click element to open), under the content tab, click on the Label box and type “How would you rate your overall experience? “ Also click the “required” check box.

    • Under the Options tab, Click on the Option 1 label and enter the following labels (It provided 3 Option boxes, so you will need to add two more by hitting “+ Add Option” box.):

      • 5- Excellent

      • 4- Good

      • 3. Fair

      • 2- Poor

      • 1- Terrible

Hit Save again and the back arrow in the right settings box to close

• Multi Line Element: Customer Comment

  • Open the right settings box and in the label box, type (or copy and paste):

    • “Share any feedback, suggestions, or your favorite part of the experience—we’re listening.”

    Hit Save again and the back arrow in the right settings box to close

• Multi Dropdown Element : How they experienced your restaurant, dine in, take out, catering, etc.

  • Open the right settings box and in the content tab, fill out the label- “How did you visit us today?”

  • Click to the Options tab and add the options your restaurant provides:

    • “Dine in, Takeout, Delivery, Catering, etc.”

Hit Save again and the back arrow in the right settings box to close

Compliance Step and Check Box

Why This Matters:.Collecting feedback through a survey not only protects your Google reputation—it ensures you're staying compliant with SMS regulations.

By routing happy customers to leave public reviews and privately capturing concerns, you build trust while protecting your brand.

Proper consent and legal disclosures also keep your messaging deliverable and avoid costly penalties

• Consent box

  • When you create a new survey, a compliance checkbox is included by default—but you must edit the text to meet A2P 10DLC standards.

    • Click on the pre-added Checkbox element in your survey.

    • Update the label text to the following:

      • “I consent to receive SMS notifications, alerts, and occasional marketing communications from [Your Business Name]. Message frequency varies. Message and data rates may apply. Text HELP to [Your Phone Number] for assistance. Reply STOP to unsubscribe at any time.”

    • This phone number should be the A2P compliant number we purchased for you in your onboarding.

    • Ensure the checkbox is marked as required so users must opt-in manually.

      • Do not pre-check the box under any circumstances—manual consent is required for compliance.

• Privacy policy/ Terms of Service

  • Click on the text block under the consent checkbox.

    • Highlight “Privacy Policy” and “Terms of Service” and add links to your live policy pages.

      • *These will link to the same page we helped you create during your A2P setup in onboarding.

      • If you're unsure where that is or need to update the content, you can locate it in your REBEL ONE dashboard under Sites > Funnels or Websites.

Customize Thank You Screens

Once a customer submits your survey, a confirmation message is shown. This can be customized to better match your brand tone and reinforce next steps.

• To edit the message

  • Click the Settings tab at the top.

  • Click on the On Submit Message field.

  • Replace the default text (optional) with something more friendly and branded, such as:

    • “Thanks for your feedback! We value your input and appreciate your time.

  • Click Save in the top-right when done.

  • The rest of the settings can be left to the defaults on this page.

Print and Display the QR Code

Once your survey is finalized, you’ll need the link to generate a QR code or to share directly with customers.

To get your link:

• Click the Integrate button at the top right of the screen.

  • Click the Share option on the left side of the pop up box

  • Click the copy icon next to the URL to copy it to your clipboard

Create your Survey QR Code

• From the left-hand Navigation Menu, click Sites.

• At the top of the Sites screen, click on QR Codes.

• Click the Create QR Code button- at top right of the screen

• In the setup screen:

• Name your QR code something like “Reputation Feedback Survey”

• Select the “Survey” icon

• In the drop down that appears, select the survey you just created.

• In the next screen, feel free to customize your QR Code with Color, Shapes & Forms, Logo, and Page Background options.

• Select the Download button - leave the right drop down on PNG.

• The .PNG file of your QR code will upload to your browser's download folder.

• Hit the Save button.

• FInd your .png file in browswer/computer download folder and save to a file folder or desk top where you can find it.

Once saved, you’ll be able to download, print, or copy the QR code link for use in signage, menus, bags, or wherever your customers are most likely to engage.

Understanding the Survey Automation

To save you time and ensure consistency, the automation that manages your survey interactions has already been preloaded into your REBEL ONE account.

This workflow is designed to handle responses to your Reputation Feedback Survey automatically—Sending happy guests to Google Reviews, alerting you to negative feedback, and logging each response.

What This Automation Does:

• Sends internal alerts when feedback is received

• Tags contacts based on survey responses

• Triggers Google Review redirects for 5-star submissions

• Stores feedback for future reference or follow-up

What to Expect in the Walkthrough:

• Where to find the automation in your dashboard

• How each step in the workflow functions

• What type of messages, alerts, and actions you’ll see once customers start using your QR code survey

This walkthrough ensures you know exactly what’s happening behind the scenes so you can confidently monitor results and act on feedback as needed.

Accessing Your Preloaded Automation

• Log in to your REBEL ONE dashboard.

• From the left-hand menu, click “Automations.”

• Select the “Workflows” tab at the top of the Automations page.

• Look for the workflow labeled “Guest Feedback. Workflow”

• Click on the workflow name to open it and view all the steps.

What You’re Looking At:

This is the Guest Feedback Workflow in your REBEL ONE dashboard.

Each box represents an action or decision point the system takes after a guest submits your Reputation Feedback Survey.

• The top box shows the trigger that starts the process

• the middle section branches into different paths based on the guest’s rating

• the lower boxes show the follow-up actions:

  • tagging the contact

  • sending internal alerts

  • delivering SMS or email responses.

• The arrows show the sequence in which each step happens.

Now that you know what you’re looking at, let’s break this workflow down step-by-step so you can see exactly how it responds to different guest feedback and what actions it takes on your behalf.

Step 1: Trigger

• Trigger: The workflow starts when a Survey is Submitted.

• This means every time a guest completes your Reputation Feedback Survey (via QR code or link), they enter this workflow.

Step 2: Branch by Rating

The workflow immediately checks the guest’s Rating on the survey and sends them down one of several paths:

• 5- Excellent

  • The Guest is sent down the path that will lead to asking for a 5 Star Google Review

• 4- Good

  • The Guest goes down a path that ask what would make their review a "5"

• 3. Fair, 2- Poor, or 1- Terrible

  • You are alerted of the negative rating and given the opportunity to connect and recover.

Step 3: Actions for Each Path

5- Excellent Path

• This path sends an SMS and Email to the guest that invites them to leave a 5 Star Google Review with a link to the review page.

• Add Tag: Labels the contact so you can sort and track them later.

• Internal Notification: Sends you an alert so you are aware of the result.

4- Good Path

• This review results in a text and email to the guest thanking them and asking them what the restaurant could have done differently to earn a 5.

  • This creates a dialouge with you on either SMS or Email as they respond to the message.

  • You can manually send them to Google review site if you choose once you have their feedback.

• Add Tag: Labels the contact so you can track them later.

• Internal Notification: Sends you an alert so you are aware of the result.

3,2, or 1 - Negative Review Path

• This path sends and SMS and Email with an apology and inviting them into a discussion to understand their concerns.

  • This is your opportunity to listen and recover the customer.

• Add Tag: Labels the contact so you can track them later.

• Internal Notification: Sends you an alert so you are aware of the result and connect to recover.

Step 4: End of Workflow

Once all actions are completed for that path, the workflow ends.

All actions and messages are logged under the guest’s contact record so you can see exactly what happened.

What You Should Do as the User

Review Notifications Promptly: Internal alerts mean you should log in, read the feedback, and respond if needed.

Customize Content: You can change the SMS and email wording for each rating type.

Monitor Tags: Use tags to filter and view contacts by satisfaction level.

Requests Tab – Sending Direct Review Requests

The Requests tab allows you to send a direct review invitation to a customer via SMS or email.

While REBEL ONE focuses on collecting feedback through the Reputation Survey and QR code, the Requests tab can be useful in special situations—like following up with a VIP guest, private event attendee, or a customer who gave verbal praise but hasn’t left a review yet.

Accessing the Requests Tab

• From your REBEL ONE dashboard, click Reputation in the left-hand menu.

• Select the Requests tab at the top.

Sending a Review Request

• Click the Send Review Request button.

• Enter the customer’s name and contact information.

• Choose SMS, Email, or both.

• Customize the message if needed (keep it short and friendly).

• Click Send.

Monitoring Requests

Within the Requests tab, you can:

• See a list of sent and pending requests.

• Check the delivery status of SMS or email.

• Track if the customer has clicked the link.

Best Practices

• Use sparingly—too many direct requests can overwhelm customers or lead to compliance issues.

• Always ensure the customer has given consent for SMS or email communication.

• Pair this with your QR code method for maximum coverage.

Reviews Tab – Viewing and Responding to Customer Feedback

The Reviews tab is your central hub for reading, filtering, and responding to customer reviews from all connected platforms (Google, Facebook, etc.). It consolidates feedback into one feed so you don’t need to log into multiple accounts.

Accessing the Reviews Tab

• From your REBEL ONE dashboard, click Reputation in the left-hand menu.

• Select the Reviews tab at the top.

Navigating the Reviews Tab

The Reviews view includes:

• AI Summary – Once you’ve collected enough reviews, this summary will give you an at-a-glance sentiment overview.

• Filters – Narrow results by:

  • Rating (e.g., only 1-star or 5-star reviews)

  • Source (Google, Facebook, etc.)

  • Date Range

  • Spam (to remove inappropriate or irrelevant reviews)

• Search Box – Quickly locate reviews containing a specific word, product, or staff name.

Responding to Reviews

You can reply to reviews directly from this screen:

1. Find the review you want to respond to.

2. Click Reply.

3. Choose to:

   • Type a manual response (recommended for now).

   • Use AI-assisted response (future training will cover this).

4. Click Send to publish your reply.

Best Practices

• Respond promptly – ideally within 24 hours.

• Be polite and professional, even when handling negative reviews.

• For negative feedback:

  • Acknowledge the concern.

  • Apologize as appropriate.

  • Invite them to continue the conversation offline.

• For positive reviews:

  • Thank them sincerely.

  • Personalize your response with details they mentioned.

Widgets Tab – Showcasing Reviews on Your Website

The Widgets tab lets you create a visual display of your reviews that can be added directly to your website. This provides “social proof,” reassuring potential customers that others have had great experiences with your restaurant.

Accessing the Widgets Tab

• From your REBEL ONE dashboard, click Reputation in the left-hand menu.

• Select the Widgets tab at the top.

Creating a Review Widget

• Click + Create New Widget.

• Select a template that matches your website style.

• Choose your review sources (Google, Facebook, etc.).

• Set display preferences:

  • How many reviews to show

  • Layout (list, grid, carousel)

  • Star rating display

• Save your widget.

Adding the Widget to Your Website

• After saving, click Get Embed Code.

• Copy the provided HTML code.

• Paste this code into your website’s builder or HTML section where you want the reviews to appear.

Tip: If you’re using REBEL ONE Website Builder, you can add this via an HTML embed block.

Additional Features

• Review Request Link: You can configure the widget to include a button for visitors to leave a review. This will redirect them to your Google Review page.

• Live Updates: Once installed, your widget will automatically update as new reviews come in.

Best Practices

• Place widgets on high-traffic pages like your homepage, menu page, or contact page.

• Highlight 4-star and 5-star reviews to reinforce trust.

• Use the “Leave a Review” button to encourage ongoing feedback.

Settings Tab – Managing Review Tools and Integrations

The Settings tab is where you configure the technical and functional options for your Reputation Manager. This is where you’ll set up review links, messaging preferences, QR codes, spam controls, and platform connections.

Accessing the Settings Tab

• From your REBEL ONE dashboard, click Reputation in the left-hand menu.

• Select the Settings tab at the top.

Key Settings and What They Do

AI Settings

• Control how AI assists in writing review responses.

• You can enable/disable AI suggestions and set tone preferences.

• ***We’ll cover this feature in future training—Essentials users will start with manual replies for mastery.

Review Link

• This is your direct link to collect Google reviews.

• Keep this handy for special situations or when sharing via email/SMS.

SMS and Email Review Requests

• Customize your request templates for SMS and email.

• Ensure all messages include proper compliance language.

• Keep tone friendly and short to increase response rates.

QR Code for Direct Requests

• Generate a QR code that links directly to your Google Review form where appropriate.

• Make sure your QR code is easy to scan and well-placed in your venue.

Spam Management

• Mark irrelevant or inappropriate reviews as spam to keep your review feed clean.

• Helps prevent accidental responses to fake or misleading reviews.

Integrations

• Connect your Reputation Manager to platforms like:

  • Google Business Profile

  • Facebook

• Required for pulling in reviews and enabling direct replies from the dashboard.

Best Practices

• Review these settings during onboarding and verify connections to all active platforms.

• Test your review link and QR code to make sure they work.

• Update SMS/email templates at least quarterly to keep them fresh.

Conclusion

By now, you’ve seen how the Reputation Manager works from start to finish—tracking your performance, collecting feedback, and showcasing positive reviews to attract new customers.

With your survey, QR codes, review widgets, and automated follow-ups in place, you’re positioned to turn every guest interaction into an opportunity for brand growth.

Consistent use of these tools will not only protect your online reputation but also strengthen customer trust and keep your restaurant top-of-mind in local search results.

Make checking your Reputation Manager part of your weekly routine, and you’ll quickly see the difference in both feedback quality and review volume