Network Review Response: how fast the network replies to reviews

What Network Review Response shows

Network Review Response is a single metric tile on the Reputation board that answers one question for network leadership: when a customer leaves a review somewhere in the network, how many days does it typically take before the office replies to it? It is built from the same process-mining engine that powers Network Flow elsewhere in HQ, pointed at one specific transition: a review being posted, and that review getting a response from the office.

This is not a rating or a sentiment read. Star averages, review counts, and composite scores are covered by the rest of the Reputation board (see Reputation: network review health at a glance). Network Review Response is strictly a timing metric: the median number of days between a review going up and the office answering it, pooled across the whole network, next to how that pace compares with the wider industry.

Verinode never reads the words in a review, or the words in a reply, to build this number. It reads two dates an office's own review records already carry (when the review was posted, when the owner responded) and mines the gap between them. Nothing about what was said, by the reviewer or the office, ever crosses into this rollup.

Where to find it

Open Reputation from the HQ sidebar (in the Revenue group) at hq.verinode.ai/reputation. The Network Review Response row sits directly under the hero (the network composite score and its three secondary numbers), above the four franchisee rows: Below Threshold, Declining Trend, Top Performers, and Most Reviewed.

The row carries one tile, labeled Review Response. Unlike the tiles in the general Network Flow row on the Network Health home page, this tile does not open a drill-in overlay when clicked. It is a read-only summary: the network median and the industry comparison, nothing more layered underneath it on this page.

Reading the tile

The tile shows three things:

• Label: "Review Response." A small teal accent bar identifies it, the same teal Verinode uses for IQ-side process and monitoring surfaces.
• The headline number, the network's median days to respond to a review, rounded to a whole day (for example "3d" or "12d"). The subline underneath spells it out: "Median days to respond to a review."
• A peer-delta line, when an industry comparison is available, directly under the number:

- "Xd Faster Than Industry" in green, when the network is answering reviews faster than the industry median by half a day or more. - "Xd Slower Than Industry" in red, when the network is slower by half a day or more. - "On Pace With Industry" in neutral gray, when the network and industry medians sit within half a day of each other.

The network figure is a genuine pooled median: every office's in-order review-response cases are combined into one dataset and the median is taken across all of them, not an average of each office's own median. An office that handles a lot of review volume weighs into that pooled number more than a quiet office, by design, so the tile answers "how long does the network actually take to respond to a review" rather than "what does a typical office's median look like."

The industry comparison

The peer-delta line is snapshotted from an anonymous industry cohort of restoration businesses outside your own network, refreshed on the same nightly cycle as the rest of Reputation. It only publishes once that outside cohort is broad enough that no single contributor's response time could be identified from it. Verinode does not disclose how many peers sit behind a published industry figure, only that the anonymity floor was cleared before the comparison line appears.

Until that floor is cleared for review response specifically, the tile still shows the network's own median days, it simply omits the peer-delta line rather than showing a comparison with nothing solid behind it.

Why the row can be empty

The Network Review Response row only appears once enough of the network's own review data clears Verinode's process-mining floor. Two separate checks sit behind that:

• Enough offices have to be logging both dates. An office's review-response cases only count toward the network figure once that office has enough in-order posted-then-responded pairs on file to trust a median from them, the same "clears five in-order cases" floor used by every stage transition across Network Flow. Below that, an office's cases simply don't contribute yet.
• The pooled network sample itself has to clear the same floor. Even with several offices reporting a few cases each, the network-wide median stays unpublished until the combined, in-order sample is large enough to be a real median rather than a handful of outliers.

Until both are true, Network Review Response does not render at all on the Reputation board, not as a placeholder, not as a zero, and not as a dash. There is no error to see: it simply means offices haven't yet connected enough Google or Yelp activity, or haven't logged enough response pairs, for the network number to mean anything. As more offices connect their review platforms and respond to reviews over time, the row appears on its own the first time both floors clear, with no action needed from you.

How to use it

1. 1Read the network median first. A network answering reviews in a handful of days is managing its public reputation actively; one stretching past a week or two is leaving negative reviews unanswered in public for longer than most customers expect.
2. 2Check the peer-delta line. "Slower Than Industry" here is worth pairing with the Reputation hero's Below Threshold and Declining Trend rows, a network that is slow to respond and has offices trending down in composite score is often the same underlying pattern: reviews, especially negative ones, sitting unanswered.
3. 3Because this tile is network-wide, use it as a leadership-level pulse check, not a per-office worklist. If the network reads slow, the follow-up conversation is with the offices behind Below Threshold or Declining Trend individually, since this tile does not break the pace down by office on its own.

What this tile is not

It is not a case list. Verinode does not show HQ which review is waiting on a response, who wrote it, or what it said, that stays inside the franchisee's own IQ account. It is not a per-office leaderboard either: unlike the general Network Flow tiles on the Network Health home page, this tile carries no office-by-office breakdown on the Reputation board, no click-through, and no ranking of offices by response speed. It is a single, honest, network-wide number and, where the data supports it, how that number compares to the wider industry.

Related

• Reputation: network review health at a glance, the full board this tile lives on, including the hero, the four franchisee rows, and the franchisee reputation detail slider.
• Network Flow: how work moves through the network, the same process-mining machinery applied to job, supplement, recruiting, and incident stages on the Network Health home page.
• Process standards and conformance, for networks that want to set and grade an explicit target on a stage-time metric rather than only watching the industry comparison.
• Network Health: your HQ command home, the page Network Flow's general row lives on, and the broader privacy boundary that governs every aggregate HQ surface.