Response Time turnaround tile

What the Response Time tile shows

Every review you get is a two-step process: a customer posts it, and at some point you (or your team, replying from an AI-drafted response) post a reply. The gap between those two moments is your review-response turnaround. The Response Time tile is where Verinode reads that gap across every review you have, on every platform you have connected, and turns it into one number: the median days it takes you to respond.

Verinode does not respond to reviews for you and it does not decide how fast is fast enough. It mines the dates that are already sitting in your connected review platforms, does the arithmetic honestly, and shows you the pattern. You decide what to do with it.

Where to find it

Open Reputation from the sidebar at /reputation. The page is built from four stacked rows:

• A hero panel at the top showing your Trust Score.
• Take Action, your reputation findings.
• Overview, three tiles: How you're doing, Reviews, and Response Time.
• Review profiles, one tile per platform (Google, Yelp, BBB, Facebook, Trustpilot), each opening that platform's reviews or a connect flow if you haven't linked it yet.

The Response Time tile is the third tile in the Overview row, teal-accented, sitting beside Reviews and How you're doing.

What the tile shows

Label. "Response Time."

The headline number. The median number of days between a review being posted and you responding to it, shown as, for example, "3d." If your typical turnaround is under a full day, it reads "<1d" rather than "0d," so a fast responder doesn't look like a blank. If Verinode has nothing to mine yet, the headline is a dash.

The sub-line. Reads "median days to respond to a review" once there is a number to show. Before that, it reads "Respond to reviews to map your turnaround."

The "vs Peer" pill. When a peer comparison is available, a small pill appears reading something like "+2d vs Peer" or "-1d vs Peer." A positive number means you're slower than similar operators and renders in the Analyse/warning color; a negative number means you're faster and renders in the Expand/good color. The pill only appears when the gap is more than about half a day either way, a half-day difference either direction is treated as noise and the pill is left off rather than shown as a false signal.

No chart. Unlike the How you're doing tile (which carries a trend sparkline) and the Reviews tile (which carries a per-platform volume bar), the Response Time tile never shows a small preview chart. That's deliberate, not a gap: a chart-style preview needs at least two stage-to-stage transitions to plot, and review response is only a two-stage process, posted, then responded. There's exactly one gap to measure, so there's nothing to chart alongside it.

Clicking the tile opens the same Reviews card that the Reviews tile opens, the full list of your reviews, newest first, each one a click away from its full text and your reply. There is no separate "response time" screen; the turnaround number lives on the Overview row precisely because the reviews behind it are one click away.

How the number is mined

Verinode treats each of your reviews as one case moving through a two-stage process: Posted, then Responded. For every review where both dates are on file, it calculates the gap in days, then reports the median across all of them, combined across every platform you have connected. It is not split by platform on this tile; to see one platform's own reviews, open that platform's tile in the Review profiles row instead.

Two guardrails sit between your raw review dates and that number:

• Out-of-order dates are excluded, not averaged in. If a reply is somehow dated before the review it answers, that pair never enters the median. A backdated or mis-synced date can't quietly drag your number down.
• Extreme outliers are capped, not dropped. Once you have enough reviews to make the statistics meaningful, a small number of unusually slow turnarounds (say, one review that sat unanswered for months) get capped at a reasonable ceiling before the median is calculated, so one stale review can't single-handedly define your whole pace. The review itself, and its real number of days, still show up if you look at it directly, only the summary statistic is protected from the outlier.

What counts as "responded." Verinode uses the date your reply actually went live on the platform. If you use an AI-drafted reply, the clock only stops when that draft is posted, not when it was generated. A drafted-but-unsent reply doesn't count as a response.

The peer comparison

The "vs Peer" pill compares your median turnaround to what similar operators experience on the same posted-to-responded gap. Two things have to be true for it to appear:

1. Your access is unlocked. Peer reads on this metric are available on a paid membership, or if you have opted in to contribute anonymized benchmark data. As an independent data trust, Verinode never sells your data to carriers, and every benchmark you draw on is built from the same anonymized pool you contribute to, never sold, only shared back.
2. A peer cohort has actually formed for this transition. Verinode only publishes a peer median once enough similar operators have contributed clean data on their own review-response gap. Until that bar is cleared for your comparison group, the pill is simply absent, your own Response Time number is still shown, just without a peer line yet.

Either way, the tile never blocks or blurs your own number. It's your data; the peer line is the layer that's gated, not the layer underneath it.

Empty states

• No review platform connected. The tile shows a dash for the headline and "Respond to reviews to map your turnaround" underneath. Connect a profile from the Review profiles row to start.
• Reviews are coming in, but none have been responded to yet, or none have both a posted and a responded date on file. Same dash-and-prompt state. Once at least one review has both dates, the median appears.
• Peer comparison not available. No pill is shown. This can mean your access to that peer read isn't unlocked yet, or that no cohort has formed for this specific comparison, Verinode doesn't distinguish the two in the tile itself; either way, your own number keeps showing normally.

Best-practice example

Say your Response Time tile reads "4d" with a "+2d vs Peer" pill. Click the tile to open Reviews, sort mentally by what's unanswered, and start with anything still open. The "How you're doing" tile's Reputation tasks checklist includes "Respond to negative reviews within 24 hours" for a reason: response speed on a negative review is the single biggest factor in whether an unhappy customer's opinion recovers, and it moves your median faster than working through a backlog of five-star reviews that don't need a reply as urgently. As your team closes the gap, the median comes down and the peer pill should narrow or flip to your favor.

Related reading

• Reading a benchmark
• Benchmarks overview
• How benchmarks work
• The decision workspace
• Clients and carriers
• Connecting your data

Data sources