Notes from the team.
Research, playbooks and engineering posts on review integrity, moderation and reputation infrastructure.
The Verification Ladder, explained
Why a single 'verified' badge isn't enough — and what four tiers buy you.
Reputation is not a marketing channel
What changes when reviews become an audit surface rather than a campaign.
How to write a review reply that doesn't make it worse
The structure we see correlate with higher follow-up ratings.
SLA → rating correlation in 4,200 service firms
Time-to-first-response predicts rating better than NPS does.
Where AI moderation breaks down
Three failure modes we see weekly, and why humans stay in the loop.
GDPR and review data: a 2026 update
What changed, what didn't, and what your moderation team needs to know.
The economics of review fraud
When fraud stops paying for itself — and how a verification tier shifts the curve.
From stars to themes: the next rating standard
A single number can't carry the weight of a professional service decision.
Case study: Holborn Tax Advisory's review program
How a 12-partner firm rebuilt its review collection in eight weeks.
Engineering the dispute queue
Why a fair queue is harder than a fast one.