Multi-Location Review Management

Monitor and reply to all your Google reviews with an all-in-one social media tool—even if your business has hundreds of locations.

Try NapoleonCat for free

14-day trial period. No credit card required.

What is multi‑location review management on Google?

Multi-location review management on Google is nothing else than being able to monitor and respond to reviews for multiple locations of your business. And preferably, doing it in an efficient way – which we’ll get to in a minute. It’s also analyzing customer feedback left on various Google Business profiles associated with different locations of the same brand.

The goal of smart multi-location review management on Google is to maintain a strong, consistent online reputation across the board, no matter how many branches you manage. And numbers show it’s something you can’t just dismiss, especially if your brand has multiple branches. According to Statista, Google is still the top place where people go to check reviews – and reviews are what can convince them to become your customers (or discourage them from it) much more effectively than any ad you can put out there.

Now, managing reviews can be hard enough when you’re handling a single business. But if your brand operates across multiple locations, like a retail chain, franchise business, or a service provider with regional branches, the challenge becomes much more complex.

Let’s break it down, along with how NapoleonCat makes the process dramatically easier.

Challenges of managing Google reviews across multiple locations

Customer reviews are a goldmine for insights, but they can also be a nightmare to manage when they’re scattered across dozens or hundreds of profiles. Here are some of the most common challenges that businesses and review moderators come across:

Scattered review data across different Google Business locations, with no centralized system, making keeping track of every review next to impossible.
Delayed responses that are more than likely when you have high volumes of reviews and no system to detect time-sensitive feedback or complaints.
Inconsistent tone and messaging with different team members replying to reviews, creating an inconsistent brand experience overall.
Language barriers if you operate globally and get reviews in multiple languages (even though Google does offer translations.)
Lack of accountability when multiple people handle reviews – if you don’t have transparent workflows and ownership, things (reviews) can easily fall through the cracks.

Fortunately, NapoleonCat’s Social Inbox works with Google Business locations too – let me show you.

NapoleonCat’s Social Inbox brings all your social media messages, comments, and reviews, including those from Google Business profiles (psst – and also from your app stores) into one dashboard. (I was going to say “to the yard”, but I didn’t. You’re welcome!)

For businesses managing multiple locations, this is a game-changer, and I’m not saying that lightly (though it’s one of those buzzwords that I actually like).

The game-changing thing? You don’t have to log into individual Google accounts or switch between browser tabs to keep track of your customer reviews.

With NapoleonCat, you can:

View and reply to all reviews across locations in one place – they line up chronologically as they come, along with other social media interactions
Assign reviews to team members for follow-up, making sure every review is taken care of (and you’re also not wasting time tending to the same review multiple times).
Filter and prioritize based on keywords, sentiment, or time, which is super helpful when it comes to productivity and organizing work.

It’s a time-saver for sure, but most of all, also gives you complete visibility over your online reputation, at every location.

Multi-location review management

Monitor and reply to all your Google reviews with an all-in-one social media tool—even if your business has hundreds of locations.

Try NapoleonCat for free

14-day trial period. No credit card required.

Connecting multiple Google Business profiles in one dashboard

When you first set up your NapoleonCat account, you can connect multiple Google Business profiles in one dashboard, and it’s also really easy. Once integrated, you’ll be able to manage all connected profiles from one platform, no matter how many locations you have.

Here’s how it works:

Start your completely free NapoleonCat trial (no credit card required).
Click to connect your Google Business account.
Choose the locations (Google Business Profiles) you want to manage.
You’re done, now you’ll start seeing all new Google reviews come into your inbox.

The setup is really simple, and it completely eliminates the back-and-forth between Google accounts. Plus, it helps you get to the core of what’s really important when it comes to reviews: managing your customer relationships.

Connecting social media profiles to NapoleonCat. — Social media and review profiles you can connect in NapoleonCat

Monitoring Google reviews efficiently across locations

When you add your Google locations, all reviews will appear in the Social Inbox, while you can still filter them by the different locations, and also by timeframe or sentiment.

You can see who left a rating and review and mark sentiment (or even do it automatically with AI, more on that later.)

This level of organization helps regional managers focus on their locations without missing the bigger picture. Meanwhile, the head office can oversee brand-wide performance and step in when needed.

Here’s what it looks like inside the Social Inbox:

Google My Business interactions visible in the Social Inbox. — Managing Google Business reviews in NapoleonCat’s Social Inbox

And here’s what someone from a popular European footwear retail chain, a NapoleonCat’s customer, says about it:

Each day, our customer support team had to go through dozens of folders to access all the new client reviews and then answer them one by one. This process was tiresome, incredibly time-consuming, and sadly, often ineffective.

Now, we have a bird’s eye view of the entire organization and can spot both our strong points and areas which still need improvement. We can more easily verify the procedures we have put in place (e.g., handling of complaints), assess how individual locations are performing, and monitor the shopping experience of our clients.

Robert Prokopowicz, CCC

(You can read more in the full case study here.)

Using AI Assistant to detect review sentiment

You can turn on the AI Assistant in the Social Inbox to automatically detect spam, hate speech, and sentiment for your reviews (and social media comments and messages).

This way, you can manage reviews much more efficiently, for example:

Prioritize negative reviews that need urgent responses
Identify positive patterns to replicate at other locations
Flag unusual spikes in negative sentiment for investigation

Spam & Hate Speech Detection in Comments — AI Assistant in NapoleonCat’s Social Inbox

Replying to reviews quickly and at scale

With the Social Inbox, you can respond to all your reviews straight from the same customizable dashboard.

And responding to every review is crucial – not just for the customers writing them, but for potential customers reading them. They’re the ones forming opinions based on what others have experienced with your brand.

You can also save replies to most frequently asked questions and use them as templates to respond faster. And fast responses show you care, not to mention, they improve your local SEO performance on Google.

Translating and responding to reviews in any language

If your locations are in different countries or you serve people speaking different languages, you’ll obviously get reviews in different languages, too. And these days, luckily, it’s not a problem (though I do remember when it used to be, not so long ago.)

With the Social Inbox, you can automatically translate incoming reviews, then write your response and translate it into the review’s original language before posting. It’s seamless, and there is no copy-pasting in a different tab or tool.

Maintaining a consistent brand voice across locations

When different people reply to reviews, especially as distributed teams work remotely, it’s easy to lose the brand personality when replying to customer feedback. One person’s tone might be casual, another’s overly formal, and suddenly your brand sounds totally inconsistent.

With NapoleonCat, you can use reply templates to keep responses on-brand, and even leave notes for other team members or consult your responses with others, all within the same tool.

Collaborating with your team on review management

And speaking of working with others, the Social Inbox is a game-changer because it’s actually a customer service tool for moderation teams.

Use it to:

Assign reviews to handle to your team members
Flag reviews and leave notes for the team
Or send a review to consult with other departments – or your client if you’re an agency

Google My Business review conversation history — Sending a review to consult with someone in another department

It’s basically the only tool you need when you manage Google Business reviews, and you can make sure everyone’s on board with what’s going on and what needs to be done. For example:

A store manager replies to their own location’s reviews
The customer support team handles complaints
The marketing team oversees tone of voice and templates

And everyone works using the same platform (and different workspaces if you handle Google review management for different clients).

You can also track performance and response times per team member to make the moderation work more transparent and improve your customer service (and customer satisfaction scores).

Best practices for multi‑location Google review management

1. Respond to every review

Whether it’s praise or criticism, every review deserves a response. It shows the reviewer that you value their feedback, and it also signals to future customers that your business cares and that they can trust you. In fact, Google itself encourages businesses to respond, as it increases engagement and improves visibility.

Even a quick “Thank you!” on a 5-star review can go a long way. For negative reviews, a thoughtful, professional response can help diffuse the situation and even turn a dissatisfied customer into a loyal one.

💡 With NapoleonCat: You can respond to all reviews from one dashboard, using templates and workflows to streamline the process.

2. Be quick

Timeliness is key when managing online reviews. A delayed response, especially to a negative review, can come across as indifferent or inattentive. Ideally, aim to respond within 24 hours.

Prompt replies help you address issues before they escalate, show customers you’re listening, and give you a better chance at reputation recovery should anything go sideways.

💡 With NapoleonCat: You can receive notifications to speed up your response times or assign reviews to the right team members immediately.

3. Stay consistent

Your brand voice shouldn’t change from one location to another. Whether a customer visits your Warsaw store or your Chicago branch, their experience, including the way you talk to them, should feel consistent. That’s how you build trust with your audience.

That means tone, wording, and style should align with your brand’s personality, whether it’s friendly and casual or formal and professional. That’s why you should also have clear brand voice guidelines for your moderators, with a transparent policy when it comes to responding to most common types of reviews and customers.

💡 With NapoleonCat: Use saved reply templates and exchange notes with your team members to keep your tone unified, even with multiple people involved.

4. Monitor sentiment

Customer sentiment can be a powerful early-warning system. A sudden increase in negative reviews at a particular location may point to service issues, staff behavior problems, or supply chain disruptions.

On the flipside, consistently positive sentiment can highlight what’s working well and should be replicated elsewhere.

💡 With NapoleonCat: The AI Assistant automatically detects sentiment in reviews, helping you spot trends and prioritize responses without needing to read every message first.

5. Use filters to prioritize

A one-star review that includes serious allegations or complaints should take priority over a generic three-star comment. Similarly, reviews from high-profile or repeat customers might deserve extra attention.

Filtering helps you categorize reviews and manage your time more effectively, especially when you have hundreds coming in across locations.

💡 With NapoleonCat: Filter reviews in one dashboard to focus on what needs your attention first.

6. Localize responses

If you’re operating in different countries or regions, reviews might come in a variety of languages (and contexts). Responding in the same language shows respect for your customers and helps build trust.

Localized responses also improve your customer experience and avoid the awkwardness of copy-pasting into a translation app (which isn’t always accurate anyway).

💡 With NapoleonCat: The built-in translation feature lets you read reviews and respond in the customer’s language without leaving the platform.

7. Find tools to collaborate effectively and transparently

Multi-location review management usually involves multiple people: local managers, customer service reps, marketing teams, or franchise partners. Without a shared process, it’s easy for tasks to fall through the cracks or for customers to receive conflicting messages.

You need clear workflows, permissions, and responsibilities – and an easy way to communicate with others and cross-check responses and tasks.

💡 With NapoleonCat: Assign reviews to specific users, add internal notes, and track performance with built-in team collaboration tools.

8. Analyze trends and improve

Beyond just replying to reviews, use them to drive improvements in your business. Look for recurring feedback, both positive and negative, across locations. Are customers consistently praising one store’s customer service? Are others complaining about long wait times?

Analyzing review trends will help you spot training opportunities, operational issues, and areas for innovation.

💡 With NapoleonCat: Use reporting features to track review volume, sentiment over time, and team performance by location.

Summing up

I probably don’t have to explain how important managing Google reviews is over again (if you’ve ever checked a hotel’s reviews before going on vacation, you’ll know it yourself). But I can absolutely recommend using NapoleonCat’s Google My Business management tools to make multi-location review management an efficient, collaborative task rather than a pain (in whatever body part).

And that’s the game-changing part. I’m not even exaggerating (but it’s probably best if you try it yourself, 14 days free.)

Multi-location review management

Monitor and reply to all your Google reviews with an all-in-one social media tool—even if your business has hundreds of locations.

Try NapoleonCat for free

14-day trial period. No credit card required.

Multi-location review management – FAQs

Got questions about managing Google reviews across multiple locations? Here are the answers to the most common ones.

What is multi-location management?

Multi-location management refers to the process of overseeing and coordinating operations, marketing, and customer communications across different physical locations of the same business.

This can include anything from managing individual Google Business profiles to maintaining consistent branding and service standards across regions. It becomes especially important for franchises, retail chains, or service-based businesses with multiple branches.

With effective multi-location review management, each branch can deliver a consistent customer experience while still addressing local needs and feedback.

How do I track Google reviews for multiple locations?

The easiest and most efficient way to track Google reviews across multiple locations is by using a social media and reputation management tool like NapoleonCat. Instead of switching between individual Google Business profiles, you can connect all your locations to one dashboard. From there, you can:

View reviews from all branches in one place
Filter by location, timeframe, or sentiment
Assign reviews to team members for follow-up
Track performance across different regions

This way, you can stay organized, respond faster, and gain valuable insights into what customers are saying at every location.

How to structure a business with multiple locations?

When structuring a business with multiple locations, aim at striking a balance between centralized control and local autonomy. Here’s a basic structure that works for many growing businesses:

Centralized management for overall brand, strategy, and quality control
Regional or local managers responsible for day-to-day operations at each location
Separate Google Business profiles for each location to improve local SEO and capture location-specific reviews
Shared tools (like NapoleonCat) to manage communication, reviews, and performance across the board
Standardized processes for tasks like customer service, review responses, and team collaboration

How does review management work?

Review management involves the process of monitoring, analyzing, and responding to customer reviews on platforms like Google, Facebook, and others. It’s a crucial part of your brand’s online reputation strategy and can directly impact customer trust and search visibility.

Here’s how it typically works:

Monitor new reviews as they come in
Analyze sentiment and keywords to identify trends or potential issues
Respond to reviews promptly and professionally
Assign reviews to the right team members (especially for multi-location businesses)
Use insights from reviews to improve service, customer experience, and even product offerings

With NapoleonCat, much of this process can be automated and streamlined, making it far easier to manage reviews at scale, especially across multiple locations.

Multi-Location Review Management – Expert 2025 Guide

Multi-location review management

What is multi‑location review management on Google?

Challenges of managing Google reviews across multiple locations

Multi-location review management

Connecting multiple Google Business profiles in one dashboard

Monitoring Google reviews efficiently across locations

Using AI Assistant to detect review sentiment

Replying to reviews quickly and at scale

Translating and responding to reviews in any language

Maintaining a consistent brand voice across locations

Collaborating with your team on review management