Listen360 brings Google Reviews into the same Feedback experience you already use to understand customer feedback across your organization.

Once your Google Business Profile locations are connected, you can view Google Reviews alongside survey feedback, filter feedback by source, and reply to Google Reviews directly from Listen360 without switching over to Google.

For multi-location and franchise organizations, Google Reviews can also be viewed across connected locations from a parent-level account, helping teams manage public feedback alongside the customer experience data they already collect through Listen360.

Connect Your Google Business Profile

To view and reply to Google Reviews in Listen360, the appropriate Google Business Profile locations must be connected.

Go to Profile > Social Media and follow the prompts to connect your Google account.

For organizations with multiple locations, it's important that each location is connected to the appropriate Google Business Profile. This ensures Reviews are associated with the correct location and replies are posted to the correct Google Business Profile.

Note: Adding a Google profile URL for review requests is different from connecting directly to Google. A direct connection is required for Listen360 to retrieve Google Reviews and allow you to reply from within the platform.

View Google Reviews across Your Organization

Once connected, Google Reviews appear in Feedback alongside your Listen360 survey feedback.

Each Google Review displays Google as its source and the associated review location, making it easier to understand where the feedback originated.

Depending on your account access, you can view Google Reviews for an individual location or across connected locations from a parent-level account. This gives multi-location and franchise teams a centralized way to monitor public feedback while still maintaining visibility into the location associated with each Review.

Use Filters > Feedback type to choose what you'd like to see:

Surveys to view Listen360 survey feedback
Google Reviews to view Google Reviews
Select both to view all feedback together

You can use Listen360's additional Feedback filters to further narrow the feedback you're viewing based on your organization's structure and available account data.

If your Google Business Profile locations were already connected, you may also see historical Google Reviews that have been indexed by Listen360. The amount of review history available may vary based on each location's Google connection.

Reply to a Google Review

You can respond to Google Reviews directly from Listen360.

To reply:

Go to Feedback and find the Google Review you want to respond to.
Confirm the Review location to make sure you're responding on behalf of the appropriate location.
Click Reply beneath the Review.
Enter your response in the Your response field.
Review your response.
Click Reply to post it to the Google Business Profile associated with that Review.

Your response is only posted when you choose to send it.

Get Help Writing Your Response with AI

Need help getting started? Click Write with AI when responding to a Google Review.

You can use AI to generate a response based on the customer's Review or write your own response and use AI to help rewrite it.

The same AI training content your organization already manages in Listen360 applies to Google Review replies, helping responses reflect the guidance you've established for your organization.

You can review and edit AI-generated content before posting. AI does not automatically publish responses on your behalf. You remain in control of what gets posted to Google.

Understand Feedback across Locations and Channels

Google Reviews add an important public source of customer feedback to the experience data you're already collecting through Listen360.

By viewing Google Reviews alongside survey feedback, parent organizations, franchise systems, and individual locations can more easily see what customers are saying across different feedback channels while still understanding where each piece of feedback originated.

Written Google Review comments are also processed for AI insights and theme extraction, helping you identify recurring topics and patterns across more of your customer feedback.

Google Reviews remain separate from your survey reporting. Google Review ratings and data are not included in the Analytics tab and do not change your survey analytics or NPS calculations.

Having trouble seeing or replying to Google Reviews?

If Google Reviews aren't appearing or you're unable to post a reply, check that:

The correct Google Business Profile is connected under Profile > Social Media.
The appropriate Google Business Profile is connected for the location you're viewing.
Your Google connection is still active.
You're viewing the appropriate location or parent-level account.
You're using the appropriate Feedback Type filters.
The Review is still available on Google.

If you're able to see Reviews for some locations but not others, check the Google connection for the affected location individually. If the correct profiles are connected and you're still having trouble, contact Listen360 Support for assistance.

Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com