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Overview
Customers can update a review after you respond. This report helps you quantify what happens next, so you can tune your reply strategy with real data.
You’ll use it to answer:
Are our replies followed by more rating increases than decreases?
Which platforms and assets benefit most from replying?
Where do we need better coverage, faster replies, or stronger resolution?
📌 Note
This report measures updates (review edits), not unique reviews. One review can generate multiple updates.
This chart works for Google Business, Trustpilot, App Store and Google Play Store.
What counts as an “update”
An update is any user edit to their review:
Rating increases
Rating decreases
Rating stays the same (including text-only edits)
Because updates are edit events, your total updates can be higher than your number of reviews.
Where to find it
Go to Reports → Reviews → Updated reviews.
How reply impact is attributed
This report separates updates into two buckets based on whether a brand reply existed before the update.
Reply-attributed updates
An update is considered reply-attributed when:
A brand reply exists before the user edit, and
The update is attributed to the latest reply that happened before the update
Rating comparison:
Start rating: the rating at the time of the latest prior reply
End rating: the rating after the user’s update
Updates with no prior reply
An update is counted as “no prior reply” when:
No brand reply existed before the update
Rating comparison:
Start rating: the most recent rating before the update
End rating: the rating after the user’s update
📌 Note: “Brand reply” includes replies from all sources (in-platform, external, automation, BrandBastion, and more).
How to use this in your reply strategy
Find where replying has the biggest payoff
In the table, prioritize assets with:
High Updates volume, and
A strong positive Net improvement score in You replied
These are your “keep investing here” targets.
Find where you need better coverage
Look for assets with:
High Updates volume, and
Negative outcomes in No reply
This is where increasing reply coverage can move the needle.
Diagnose assets where replies are not working
If an asset shows a negative Net improvement score in You replied:
Review the cases in Sentiment details
Look for patterns: late replies, tone mismatch, missing resolution steps, inconsistent policies