Reviews & reputation · Australian service businesses
Online reputation management that helps you earn more Google reviews.
A managed LUNA Reviews workspace, fair customer invitations, Google Business Profile care and AI-assisted replies, configured around the way your business actually finishes work.
Tailored setup and ongoing management. No incentives, review gating or guaranteed rating.
Reputation deskPublic trust, kept current
MonitoringThe outcome
Make trust easier to see and maintain.
Online reputation management covers the public signals a customer checks before deciding whether to call: the Google Business Profile, genuine reviews, responses, photos, services, hours and Q&A. LUNA Reviews is a managed platform and service for Australian service businesses. LUNA configures the completed-customer trigger, sends the same neutral invitation to every eligible customer, monitors new reviews and keeps the public profile current. Where Google API access and business permissions allow, reviews can sync into the workspace and AI-assisted replies can be drafted or published under agreed approval and escalation rules. Private feedback and service recovery remain separate and never determine who may leave a public review, avoiding review gating. Monthly reporting covers invitations, review activity, response coverage, recurring themes and the next useful improvement. Ranking strategy, citations and search content remain within SEO. Healthcare practices use a separate service with additional advertising, privacy and patient-feedback safeguards.
- 01Fair request rule
Ask consistently
Connect a genuine completed job to one clear invitation, without relying on a team member remembering to send it.
- 02Accurate public profile
Look current
Keep profile information, services, hours, photos and Q&A aligned with what the business actually offers now.
- 03Human escalation
Respond with care
Give routine replies an approved voice and move sensitive, private or high-risk concerns to the right person.
- 04Plain-English reporting
See the pattern
Bring invitations, reviews, response coverage and recurring themes into one useful monthly view.
Real LUNA proof
We use the same principle: genuine voices only.
This is LUNA's current Google Business Profile evidence, not a sample dashboard, purchased badge or invented testimonial.
LUNA's own Google profile
5.0★★★★★
8 verified reviews · Checked July 2026“Justine was an absolute pleasure to work with, she clearly communicated the timelines, explained the process and what would be required to meet our objectives.”
Our proof standardReal account. Clear starting point. Permission to share.
Future LUNA Reviews case studies will show the starting review position, review activity and response coverage from a genuine client account. Until then, LUNA's own verified profile is the service-specific evidence shown here.
Inside LUNA Reviews
The software is useful because the service around it is managed.
LUNA Reviews is designed as a tailored workspace rather than a subscription you are left to configure alone. We set up the customer trigger, request rules, response voice, approvals and reporting around your business.
Where Google API access and business permissions allow, reviews can sync into the workspace and approved replies can publish back to the profile. The interface below is an illustrative example, not a live client account or claimed result.
LUNA Reviews · Illustrative workspaceMonthly reputation snapshot
Example dataReview activityA steadier review rhythm
Last 6 monthsFeb
Mar
Apr
May
Jun
Jul
Recurring themes
- Clear communication
- Reliable service
- Faster follow-up
Review response assistantDraft ready for approval
Google connected★★★★★New Google review
“Clear communication from the first call and the work was finished exactly when promised.”
Example review · 18 minutes agoAI-assisted draft · Approved brand voice
Thanks for taking the time to share this. Clear communication matters to our team, and we're glad the timing matched what we promised.
Human approval onReady to publish
Managed service or DIY software
Similar capability. A very different workload.
Plug-and-play review software can suit a team that wants to build and operate its own system. LUNA Reviews is for businesses that want the platform configured, connected and managed with them.
What you are choosing
LUNA ReviewsPlug-and-play software
LUNA ReviewsLUNA configures the workspace, request rules, Google connection, reply voice and approval path around your business.
DIY softwareYou subscribe, connect the accounts, choose templates and work out the operating process yourself.
LUNA ReviewsThe invitation is fitted to a real completed-job, booking or invoice moment in the systems you already use.
DIY softwareUsually starts with generic campaigns or templates that your team must adapt and maintain.
LUNA ReviewsAI-assisted drafts use your approved voice. Routine replies can follow agreed rules; sensitive feedback moves to a person.
DIY softwareReply tools may be included, but the prompts, brand rules, approvals and escalation design remain your responsibility.
LUNA ReviewsLUNA monitors the workflow, profile, response coverage and monthly themes, then recommends the next practical improvement.
DIY softwareThe dashboard and alerts are available, but somebody inside the business still needs to operate them consistently.
LUNA ReviewsA service business that wants a tailored review system installed, managed and supported.
DIY softwareA team with the time and capability to build and run its own review-management process.
A clear service boundary
One reputation surface. Three connected responsibilities.
Reviews and Reputation manages how the business looks. SEO manages how it is found. Custom automation can connect the completed-job trigger when the systems allow it.
How your business looks
Google Business Profile presentation, fair review requests, review monitoring, replies, photos, Q&A and the reputation workflow around them.
How your business is found
Ranking strategy, citations, technical search work, local content and authority building stay with the SEO scope.
When the request is sent
Where the source system supports it, a completed job or approved customer status can trigger the invitation and record the handoff.
Policy-aware by design
One fair invitation. Two honest ways to respond.
Every eligible customer receives the same neutral invitation to share a genuine experience. A private feedback option can sit alongside it, but a low score never removes the public-review path.
That matters because Google's Maps policy prohibits selectively soliciting positive reviews. Read the Google policy.
Review-request workflowFair invitation · Separate service recovery
Every eligible customer receives the same neutral invitation. The public-review link and private-feedback option are available without a star-rating filter, so honest feedback is never screened by sentiment.
The recurring service
Set up once. Improved every month.
Initial setup maps the completed-customer moment, connects the available systems and agrees the reply rules. The ongoing service then runs as a visible monthly cycle, with one useful improvement carried forward rather than a dashboard nobody opens.
- 01
Sync
Bring new reviews and approved completion events into the LUNA Reviews workspace.
- 02
Invite
Send the same neutral request to every eligible customer in the agreed cohort.
- 03
Monitor
Watch new reviews, response coverage, profile questions and agreed public platforms.
- 04
Respond
Prepare on-brand replies and escalate private, sensitive or high-risk feedback to a person.
- 05
Learn
Surface repeated praise, service friction and changes in review activity without inventing attribution.
- 06
Improve
Agree the next useful profile, workflow or customer-experience action for the coming month.
Different businesses, different moments
The trigger changes. The fair invitation rule does not.
We fit the request timing, profile detail and escalation path to the way customers actually finish a service and raise a concern.
Tradies
A completed-job trigger, fair customer invitations, current service photos and a clear owner for concerns that need a call rather than a public back-and-forth
Salons & beauty
Accurate service information, consented imagery, neutral post-visit invitations and measured replies that keep private booking details out of public conversation
Hospitality
Location details, opening hours, seasonal updates and a fast handoff when a public review signals a service issue the manager should handle
Home services
Job-completion invitations across service areas, photo updates and response guidance for time, access, quote or workmanship concerns
Professional services
Careful profile information, Q&A monitoring and review responses written in the firm's voice without discussing confidential client matters
Running a healthcare practice?
View healthcare reputation management Patient reviews, public replies and feedback records need separate clinical advertising and privacy safeguards.
Reviews in search and AI discovery
Give discovery systems real evidence to work with.
Genuine reviews, accurate profile information and considered public replies help customers understand a business before they make contact. Those same public signals can also inform how search and AI-assisted discovery surfaces describe a business.
LUNA does not guarantee a map position or an AI mention. Reviews and Reputation manages the public evidence; technical SEO, citations, search content and authority building remain within the separate SEO service.
Genuine customer evidenceReviews, replies and current profile information
Managed inLUNA Reviews
Google Search
Google Maps
AI-assisted discovery
Questions, answered
Reputation management questions, answered
What is included in the LUNA Reviews managed service?↓
LUNA configures the review workspace, completed-customer trigger, neutral invitation, Google connection where supported, reply voice, approval rules and escalation path. The ongoing service covers monitoring, AI-assisted reply drafts, agreed profile updates and a monthly snapshot of review activity, response coverage, recurring themes and the next practical improvement.
How much does online reputation management cost in Australia?↓
It depends on the number of locations, customer volume, connected systems, public platforms, profile work and response workflow required. LUNA scopes the setup and ongoing management around the business rather than publishing a one-size-fits-all software price. You receive a written scope before deciding.
Do I need LUNA Reviews or plug-and-play review software?↓
Plug-and-play software can suit a team that has time to configure the accounts, write the workflows, manage the dashboard and handle replies itself. LUNA Reviews is designed for a business that wants a tailored platform installed, operated and improved with an Australian service team.
Does every customer get asked for a review?↓
Every eligible customer in the agreed cohort receives the same neutral invitation. Eligibility can be based on a genuine completed transaction, consent, valid contact details and duplicate controls. It is never based on whether someone appears satisfied or likely to leave a high rating.
Does LUNA use review gating?↓
No. Review gating filters people by sentiment and then encourages only positive respondents to post publicly. Google prohibits selectively soliciting positive reviews. LUNA uses the same neutral invitation for every eligible customer and keeps private feedback or service recovery separate from the public-review request.
How quickly will I see more Google reviews?↓
There is no fixed timeline or volume guarantee. Results depend on the number of genuine completed jobs, contact permission, message delivery, customer response and whether Google publishes each contribution. We establish a baseline and report what actually changes.
Won't customers find review requests annoying?↓
The workflow is designed to send one concise, well-timed invitation after a genuine completed service, with duplicate and frequency controls. Customers remain free to ignore it, leave an honest review or use the separate private-feedback path.
What happens when someone has a negative experience?↓
The customer remains free to leave an honest public review. A separate private-feedback or service-recovery path can notify the right person so the business can listen and respond directly, but it does not replace or suppress the public-review invitation.
Can LUNA Reviews reply to Google reviews automatically?↓
Where Google API access, platform support and business permissions allow, LUNA Reviews can prepare AI-assisted replies and publish them under an agreed rule. You can require approval for every reply or approve a narrower routine-response process. Sensitive, private or high-risk feedback always moves to a person. The principle is powered by AI, reviewed by humans.
Can't I just manage reviews myself?↓
Yes. A business with the time and capability to keep its profile current, send fair invitations, monitor the dashboard and respond consistently may not need a managed service. LUNA Reviews makes sense when you want that system configured, operated and improved without adding another recurring task to the team.
What if my Google Business Profile is suspended?↓
LUNA can review the profile, evidence and available appeal path as a separate scope. Reinstatement timing and outcome are controlled by Google, so we do not promise a fixed result or turnaround.
Do you guarantee map-pack placement?↓
No. This service manages how the Google Business Profile and reputation surface are presented; it does not guarantee a ranking or map position. Local ranking strategy, citations, technical work and search content are handled through LUNA SEO.
How do I deal with a bad review?↓
First decide whether the review is genuine and whether it raises a sensitive or legal issue. Suitable reviews can receive a calm reply that acknowledges the concern and moves details to a private channel. Policy-violating reviews can be documented and reported to the platform. Do not argue publicly or reveal private customer information.
What about fake reviews from competitors?↓
We help document and report reviews that appear to breach the platform's policies. Removal is Google's decision and is not guaranteed. If a public response is appropriate, it should stay factual, measured and free of confidential detail.
Do you offer this for healthcare practices?↓
Yes, through a separate healthcare reputation management service. It adds the clinical-advertising, privacy, public-reply and patient-feedback safeguards that do not belong on this business page.
What will I see each month?↓
The monthly reputation snapshot shows invitations sent, review activity, response coverage, recurring themes, profile work completed and the next useful improvement. It reports what changed without pretending every review caused a ranking, enquiry or sale.
Is ranking and SEO part of this service?↓
No, deliberately. This service owns your Google Business Profile, your review responses, your photos, your Q&A, and your reputation across platforms. Technical SEO, backlinks, and where you actually rank in search results sit with our SEO service. The two work together but are scoped and quoted separately.
Can reviews help my business appear in search and AI answers?↓
Genuine reviews, accurate profile information and thoughtful replies create public evidence about the business, services and customer experience. That evidence can support customer choice and may appear across Google Search, Maps and AI-assisted discovery, but no agency can guarantee a ranking, citation or map position. Search strategy remains part of LUNA SEO.
Founder, LUNA Systems · Registered Nurse (AHPRA: NMW0002113429)
Former nurse and beauty therapist turned automation consultant. Justine builds custom AI systems for Australian service businesses, so they can stop chasing leads and start growing.
A practical first step