Make the invitation consistent
Use the branch link wherever guests naturally finish their visit. Invite honest feedback in neutral language, and offer the same choices to everyone. A private complaint option should remain available alongside Google reviews, regardless of whether the guest is happy or disappointed.
Give replies a clear owner
Branch and team ownership help staff understand who handles a response. Write a reply that acknowledges the specific experience and describes a useful next step. Optional AI drafts can help with wording; a person should review the facts and approve the response.
- Keep personal details out of public replies.
- Check what happened with the responsible branch.
- Use follow-up status and history to keep the team informed.
Check the connection before relying on connected workflows
Connected Google workflows depend on an official Google Business Profile connection and the required permissions. Their availability should be checked for your business. A guest link to Google does not itself establish that connection or confirm that review synchronization and publishing are active.
ILLUSTRATIVE EXAMPLE
A café with two branches
Each branch displays its own QR code. One guest chooses Google; another chooses a private complaint about a long wait. The branch team checks the issue, prepares a considered response, and records its follow-up. The manager reviews branch reports to decide where the service process needs attention.
Common questions
Does Sumaty guarantee a higher Google rating?
No. Ratings reflect customer opinions. Sumaty supports feedback handling and team follow-up; it does not guarantee ratings, search rankings, or review volume.
Can unhappy guests still choose Google?
Yes. Google reviews and private complaints remain equally available. Guests are not diverted according to their satisfaction or asked to earn access to a public review.
Are AI drafts published automatically?
Drafting and publishing are separate. Review drafts before approval; any eligible automation requires explicit owner opt-in and suitable account and integration capabilities.