Review and Reputation

Know what customers are saying, answer it in the owner's voice, and notice the ones quietly walking away.

Two jobs live here and they share the same evidence. The public one is reviews and ratings — visible, permanent, and read by everyone deciding whether to call. The private one is churn: the customer who has not ordered in seven months and has not complained about anything, because people rarely announce that they are leaving.

Step 1 — Set the window and gather everything

Default to the last 90 days. Reviews move slowly, and a 30-day window on a business with six reviews a quarter produces a report with nothing in it.

Read reference/sources.md for the query detail and the fallbacks. Pull in one pass:

• Public reviews — Google, Yelp, Facebook, and industry sites. Fetch what is visible on the web when no connector reads them, and accept a pasted or exported file whenever the owner has one. Exports are the better source: they carry dates and ratings the page may not.
• Disputes and tickets — disputes from the payments connector (PayPal, Square, or Stripe), tickets and feedback from the CRM, and tickets from a support desk (Zoho Desk). A CRM, a payments connector, or a storefront (Shopify or Square — order history is who bought what and when) is the required backbone; the desk deepens it.
• Email — threads carrying complaint or praise language.
• Shopify orders — fulfillment and refund patterns, covered in Step 3.

If a source rate-limits or returns nothing, record it by name in the Sources section and continue. A named gap is information. A silent gap looks like good news and is not.