A weekly record of a store's Google reviews, replies and actions taken.
A Google review log template is a weekly record of what customers said about a store on its Google profile and what the store did about it. The Store Manager fills it once a week, counting new reviews, noting the average rating, listing complaint themes from reviews of three stars or below, confirming a reply was posted to each and recording the action taken in the store. A screenshot of the profile is attached as proof. The Area Manager reviews it the same week. It is a log, not an audit, so there is no score. Its value is in the pattern: the same complaint appearing across weeks, or across stores, is a problem worth fixing.
Free. No form. The workbook has the same columns as the table below, with the score formula and a fatal-item check in place.
| # | Item | Audit question | Answer | Photo | What good looks like |
|---|---|---|---|---|---|
| 1 | Week covered | Which week does this log cover, from Monday to Sunday? | Text | No | Start and end dates of the week, in day, month and year. |
| 2 | Reviews received | How many new Google reviews did the store's profile receive this week? | Number | No | Whole number of new reviews counted on the profile for the week. |
| 3 | Average weekly rating | What is the average star rating of this week's new reviews? | Number | No | Average to one decimal place, worked out from this week's reviews only. |
| # | Item | Audit question | Answer | Photo | What good looks like |
|---|---|---|---|---|---|
| 4 | Reviews at three stars or below | How many of this week's reviews were rated three stars or below? | Number | No | Whole number, with each of those reviews covered in the next two entries. |
| 5 | Complaint themes | What did the negative reviews complain about, such as wait time, staff attitude, stock or billing? | Text | No | Lists each theme with how many reviews mentioned it, without quoting customer names. |
| 6 | Replies posted | Has a polite, specific reply been posted to every review of three stars or below, and within how many hours? | Text | No | Confirms a reply on each negative review and states the longest time taken to reply. |
| # | Item | Audit question | Answer | Photo | What good looks like |
|---|---|---|---|---|---|
| 7 | Profile screenshot | Can you attach a screenshot of the store's Google profile showing this week's reviews? | Photo | Required | Shows the store name, overall rating and the newest reviews with dates visible. |
| 8 | Action taken | What action was taken in the store on each complaint theme, and who owns it? | Text | No | Names the action, the owner and the date by which it will be done. |
| 9 | Staff praised | Which staff members were named in positive reviews, so they can be recognised in the huddle? | Text | No | Lists staff first names and what customers praised, or states none were named. |
| 10 | Profile details correct | Are the store hours, phone number and photos on the profile correct, and was anything updated? | Text | No | Confirms hours, phone and photos are right, or lists what was changed this week. |
Loaded into BorentisOps, each required photo is live, GPS and time-stamped, so a photo from yesterday or another store does not pass. Where the brand has a docket or display standard, Drishti scores the photo against it and marks the misses. Every fail raises a ticket with an owner and a deadline, and the area manager sees the store on a heat map before the next visit.
The checklist runs offline and syncs when signal returns, in Hindi, English and Hinglish, and the operations score sits next to the store's selling score from Borentis Floor on one store card. Pricing is per store, so every store manager and staff member in the store is on the app.
A single bad review is noise. The same complaint three weeks running is a signal. A weekly log turns scattered reviews into a record the Area Manager can read in two minutes, and it makes sure every negative review gets a reply while the customer still cares. Across stores, it shows which complaints are local and which point to a brand-wide issue, such as a pricing change or a slow exchange process.
The brand decides, but the reply should always be polite, specific and posted within a day or two. Many brands let the Store Manager reply using an approved tone, while others route replies through a central team. Either way, this log records that a reply was posted and how quickly, so a review never sits unanswered because everyone assumed someone else had done it.
No. It is a log, not an audit, so the pass mark is zero and nothing is fatal. The value is in completeness and in the pattern over time. In BorentisOps a complaint theme can be turned into a ticket with an owner and a deadline, so the action written in the log is followed up rather than forgotten by the next week.
Yes. The Excel download keeps the same columns BorentisOps uses: section, item, question, answer type, photo rule, weight and fatal flag, so it imports as a checklist without retyping. A Borentis onboarding person maps the roles and stores, sets who fills it and who reviews it, and schedules it so it reaches the right phone at the right time. You can edit, add or remove items before or after the import.