GLOSSARY

Reputation management, in plain English.

Definitions, examples, and what each term actually means for a home service business — not for a marketing agency.

Online Reputation Management (ORM)
The active management of your business's online reviews, ratings, and public reputation.
Google Business Profile (GBP)
Your free Google listing — the hub for reviews, hours, photos, and calls from local search.
Local Pack
The box of 3 map results at the top of local searches — where 44% of clicks go.
Review Velocity
How often you earn new reviews. Matters more to Google than total count or star average.
Review Gating
Filtering out unhappy customers before they can post publicly. Banned by Google.
Net Promoter Score (NPS)
0–10 customer loyalty metric. Promoters drive referrals; Detractors risk churn.

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