Sample Report
Pacific Glow MedSpa
Reputation & Review Intelligence — Demonstration
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pacificglow_96815 / sample2026pacificglow_96815 / sample2026Pacific Glow MedSpa holds an exceptionally strong reputation in the Honolulu aesthetic market: 284 Google reviews at 4.9 stars, placing you second in volume and first in rating among independents. Your estimated Net Promoter Score of 87 puts you in the top 5% of medical spas nationally.
However, three structural issues require attention. First, 72% of your reviews mention a single provider (Sarah Kamaka, APRN) — the highest key-person concentration we have seen in any market we have analyzed. This creates significant business risk. Second, your review response rate of 34% is well below the 80% best-practice threshold, and dramatically below your top competitor Island Dermatology at 92%. Third, you have zero presence on RealSelf, the largest aesthetics-specific review platform, and your Yelp profile has 23 filtered reviews that could be recovered.
This report analyzes 1,251 reviews across 7 practices on 5 platforms, identifies your competitive position, quantifies your key-person risk, and provides a specific playbook for improving your weakest platform (Yelp) and closing the response-rate gap.
Google review analysis for Pacific Glow MedSpa and 6 tracked competitors within 10 miles of Honolulu, HI 96815. Data collected February 2026.
| Practice | Reviews | Rating | Type | Trend |
|---|---|---|---|---|
| Pacific Glow MedSpa | 284 | 4.9 | Independent | ▲ Growing |
| Island Dermatology & Aesthetics | 312 | 4.8 | Independent | ▲ Growing |
| Skin Rejuvenation Clinic | 198 | 4.7 | Independent | ▶ Flat |
| LaserAway Waikiki | 156 | 4.6 | Franchise | ▲ Accelerating |
| Honolulu Aesthetics Center | 145 | 4.5 | Independent | ▼ Declining |
| Aloha Med Spa | 89 | 5.0 | Independent | ▲ Growing |
| Waikiki Skin Institute | 67 | 4.9 | Independent | ▶ Flat |
Among practices with 100+ reviews, only Island Dermatology has more volume — and your rating (4.9) is higher than theirs (4.8). Aloha Med Spa’s 5.0 rating is mathematically fragile: at 89 reviews, a single 1-star review drops them to 4.95 (displayed as 4.9). Your 4.9 at 284 reviews is far more durable.
Rating Distribution — Pacific Glow MedSpa
Your distribution is heavily right-skewed, which is the healthiest possible pattern. For comparison, the industry average for med spas is 82% at 4+ stars. Your 3% negative review rate (1- and 2-star combined) is half the industry average of 6%.
You are currently averaging approximately 12 new Google reviews per month, up from ~8/month in early 2025. This acceleration is consistent with growing patient volume. Island Dermatology averages ~10/month. LaserAway Waikiki has spiked to ~14/month recently, likely driven by their corporate review-request automation.
Aloha Med Spa opened 14 months ago with an aggressive social-first strategy and has accumulated 89 reviews at a perfect 5.0. Their velocity is ~7/month and climbing. At current trajectory, they will cross 150 reviews by year-end. Once their volume becomes credible (150+), their 5.0 rating becomes a powerful competitive weapon. Monitor closely.
We analyzed all 284 Google reviews for provider name mentions, treatment descriptions, and contextual attribution. This section identifies which providers drive your reputation — and where concentration creates risk.
If Sarah Kamaka were to leave, reduce hours, or become unavailable, an estimated 72% of your review-generating patient relationships would be at risk. In our experience, practices with >60% single-provider attribution lose 35-50% of new patient inquiries within 6 months of that provider’s departure. This is your single largest business vulnerability.
What Patients Say About Each Provider
The three most frequent themes in Sarah’s attributed reviews: “gentle technique” (mentioned 43 times — patients specifically contrast her with prior experiences at other practices), “thorough consultation” (38 mentions — multiple reviews cite 30-45 minute initial consults), and “follow-up texts” (29 mentions — patients report receiving personal check-in texts 24-48 hours post-treatment). This follow-up behavior is extremely rare in med spa reviews and appears to be Sarah’s signature differentiator.
Malia’s attributed reviews cluster around two themes: “great with facials” (12 mentions) and “relaxing experience” (9 mentions). Patients describe her as calming and attentive. Notably, Malia’s reviews skew toward lower-revenue services (facials, chemical peels) rather than injectables or laser. Her average attributed review is 4.8 stars vs. Sarah’s 4.95.
Fewer than 5% of reviews mention Dr. Nakamura by name. Those that do reference consultations or surgical oversight, not direct aesthetic treatment. This is typical for medical directors, but it means Dr. Nakamura’s clinical reputation is not contributing to your public review profile.
Competitor Provider Distribution
| Practice | Provider 1 | Provider 2 | Provider 3 | Risk Level |
|---|---|---|---|---|
| Pacific Glow | 72% | 15% | 5% | Critical |
| Island Derm | 40% | 35% | 25% | Healthy |
| Skin Rejuvenation | 55% | 30% | 15% | Moderate |
| Aloha Med Spa | 68% | 32% | — | High |
| LaserAway | 22% | 20% | 18% | Healthy |
Island Derm distributes reviews across 3 providers at 40/35/25% — the healthiest distribution in your market. This is likely deliberate: they rotate new patient consults across providers and feature all three in their marketing. If their top provider left, they would lose visibility in ~40% of reviews, not 72%. This resilience is a competitive advantage you do not currently have.
The goal is to move from 72/15/5 to approximately 50/30/20 within 12 months. This requires: (1) assigning Malia Torres to 2 new-patient consult days per week, (2) implementing a review-ask protocol specifically for Malia’s patients, (3) featuring Malia in Instagram and website content, and (4) having Sarah introduce Malia to her existing patients during follow-ups. Target: Malia at 30%+ attribution by February 2027.
Natural language analysis of all 284 Google reviews, categorized by theme. Each mention count represents a unique review where the theme appeared.
Top Positive Themes
Negative Themes
This is the best kind of negative feedback. Wait times and parking are fixable operational issues. Pricing complaints at only 4 mentions across 284 reviews indicates your pricing is accepted by your patient base. Zero negative mentions of clinical outcomes, staff attitude, or upselling pressure. This pattern is rare and valuable.
Based on review sentiment analysis, we estimate your NPS at 87. For context: the med spa industry average is 62, dermatology average is 58, and general medical practice average is 38. Scores above 70 are considered “world class.” Your score puts you in the top 5% of medical spas nationally. The primary driver is the “personal attention” theme — 76 patients specifically cited feeling individually cared for.
41 patients specifically praise Pacific Glow for recommending against unnecessary treatments. Example review excerpt: “Sarah told me I didn’t need filler yet and suggested a skincare routine instead. I’ve never had a provider turn down revenue like that.” This trust-first approach is mentioned in 14% of your reviews and appears in zero competitor reviews. It is not replicable by franchise operators like LaserAway who have per-unit revenue targets.
Island Derm: Top themes are “knowledgeable staff” (87) and “quick appointments” (54). Their negative themes: “cold/clinical atmosphere” (12) and “felt rushed” (9). LaserAway: Top themes are “good deal/promotion” (41) and “convenient location” (28). Negatives: “pushy upselling” (23) and “different person each visit” (18). Aloha Med Spa: Top themes are “beautiful space” (31) and “loved the vibe” (24). Too few negatives to analyze.
6 of the 8 wait-time complaints were posted between October and December 2025, suggesting this is a recent operational issue — possibly correlated with increased patient volume. If average wait times have increased, this will compound: patients who wait 20+ minutes are 3.7x more likely to leave a negative review. Consider implementing text-when-ready notifications or overbooking adjustments.
Monthly review counts for Pacific Glow MedSpa over the trailing 12 months, with competitor comparison.
| Month | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec | Jan | Feb |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Pacific Glow | 8 | 7 | 9 | 10 | 11 | 10 | 14 | 12 | 11 | 13 | 15 | 12 |
| Island Derm | 9 | 10 | 8 | 9 | 11 | 10 | 12 | 10 | 9 | 11 | 10 | 9 |
| LaserAway | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 14 | 15 | 14 |
Your trailing 6-month average is 12.2 reviews/month vs. Island Derm’s 9.8. This is a meaningful gap: at current velocity, you will surpass Island Derm’s total count by approximately August 2026. More reviews at a higher rating strengthens your Google Maps ranking and click-through rate.
LaserAway Waikiki has accelerated from 6 to 14+ reviews/month over 12 months. This is driven by their corporate review-request automation (patients receive SMS + email + in-app prompts post-treatment). Their reviews tend to be shorter (avg 18 words vs. your 47 words) and less detailed, but Google’s algorithm weighs volume heavily. They will surpass Skin Rejuvenation Clinic’s total count within 4 months.
Your data shows consistent spikes in January (New Year resolutions / “new year, new me” effect) and September (back-to-routine after summer). January 2026 was your highest month ever at 15 reviews. These seasonal peaks are opportunities to implement review-ask campaigns: patients who receive treatments during high-motivation periods are more likely to leave reviews.
Of your 284 Google reviews, you have responded to approximately 97 (34%). Google’s algorithm considers response rate and recency as ranking signals. Practices that respond to 80%+ of reviews within 48 hours see an average 12% increase in Google Maps impressions. Your current response rate is the lowest among the top 4 practices in your market.
| Practice | Response Rate | Avg Response Time | Rating |
|---|---|---|---|
| Island Dermatology | 92% | Within 24 hours | 4.8 |
| LaserAway Waikiki | 100% | Same day | 4.6 |
| Skin Rejuvenation | 61% | 2-4 days | 4.7 |
| Pacific Glow MedSpa | 34% | 3-7 days | 4.9 |
| Aloha Med Spa | 15% | Sporadic | 5.0 |
| Honolulu Aesthetics | 22% | 5+ days | 4.5 |
Moving from 34% to 80% response rate requires responding to approximately 10 additional reviews per month (about 2-3 per week). Each response takes 2-3 minutes when personalized. Total time investment: ~30 minutes per week. Expected return: 8-15% increase in Google Maps impressions based on industry benchmarks. This is the highest ROI activity available to you right now.
Review presence across all major platforms. Patients search on multiple platforms — inconsistency erodes trust.
| Platform | Reviews | Rating | Status | Assessment |
|---|---|---|---|---|
| 284 | 4.9 | Active | Strong | |
| 89 | 4.7 | Recommendations | Dormant | |
| Yelp | 47 (+23 filtered) | 4.3 | Recommended only | Moderate |
| Healthgrades | 12 | 4.8 | Claimed | Weak |
| RealSelf | 0 | — | No profile | Missing |
RealSelf is the largest aesthetics-specific review platform with 10M+ monthly visitors. Unlike Google or Yelp, every visitor is actively researching aesthetic procedures. Island Dermatology has 34 RealSelf reviews. Skin Rejuvenation has 21. You have none. RealSelf profiles are free to claim and rank highly in Google search results for procedure-specific queries (e.g., “botox honolulu reviews”). This is a zero-cost gap to close.
Your Yelp profile shows 47 “recommended” reviews at 4.3 stars and 23 additional reviews hidden in Yelp’s “not recommended” filter. Of the 23 filtered reviews, our analysis shows 19 are 5-star reviews from patients with low Yelp activity (1-2 total reviews, no profile photo, new accounts). These are almost certainly legitimate patients — Yelp’s algorithm suppresses reviews from infrequent users regardless of authenticity.
If all 70 reviews (47 recommended + 23 filtered) were counted, your Yelp rating would be approximately 4.7. The filtered reviews disproportionately suppresses your positives. This is a known Yelp pattern for medical practices — patients who only use Yelp once (to review their med spa) get filtered. See Section 7 for our Yelp Recovery Playbook.
Your Facebook page has 89 recommendations (the equivalent of reviews since Facebook switched from star ratings). However, your last Facebook post was 4 months ago, and you have not responded to any Facebook recommendations in 2025. Facebook is declining as a discovery platform for aesthetics but remains relevant for the 35-55 demographic, which is your highest-value patient segment. At minimum, respond to existing recommendations.
Your Healthgrades profile is claimed with 12 reviews at 4.8 stars. The profile lists Dr. Nakamura but does not feature Sarah Kamaka or Malia Torres. Since Healthgrades allows NP and RN listings in aesthetics, adding Sarah and Malia would increase your visibility in Healthgrades search results. Island Derm has all 3 of their providers listed with individual profiles.
1. Google (maintain velocity + increase response rate) → 2. RealSelf (claim profile, build from zero) → 3. Yelp (recovery playbook, Section 7) → 4. Healthgrades (add provider profiles) → 5. Facebook (respond to existing, resume posting). This order reflects patient acquisition value per platform in the Honolulu aesthetics market.
How each competitor manages their online reputation. Understanding their strategies reveals both best practices and opportunities.
| Practice | Response Rate | Response Time | Response Tone | Review Tool |
|---|---|---|---|---|
| Island Derm | 92% | Within 24 hrs | Professional + personal | Birdeye |
| LaserAway | 100% | Same day | Corporate boilerplate | Internal CRM |
| Skin Rejuvenation | 61% | 2-4 days | Warm, owner-written | Manual |
| Pacific Glow | 34% | 3-7 days | Personal when present | Manual |
| Aloha Med Spa | 15% | Sporadic | Casual / emoji-heavy | None visible |
| Honolulu Aesthetics | 22% | 5+ days | Generic “thank you” | None visible |
| Waikiki Skin Inst. | 48% | 1-3 days | Clinical / formal | Manual |
They respond to 92% of reviews within 24 hours with personalized messages that reference the specific treatment mentioned in the review. Their responses average 45 words and consistently include a call-to-action (“We look forward to seeing you at your next visit”). They use Birdeye, a reputation management platform, which automates the review-request process and provides response templates. Cost: approximately $299-499/month.
LaserAway’s corporate team responds to every review with near-identical language: “Thank you for your kind words! We’re so glad you had a great experience at LaserAway Waikiki. We look forward to your next visit!” This satisfies Google’s algorithm but reads as automated to patients. Multiple reviewers have noted the impersonal responses in follow-up comments. Your responses, when you do write them, are genuinely personal — the issue is frequency, not quality.
Island Derm: Automated SMS via Birdeye 2 hours post-appointment + follow-up email at 24 hours. LaserAway: In-app push notification + SMS + email triple-touch. Skin Rejuvenation: Front desk hands printed card with QR code. Aloha: Instagram DM follow-up (explains their review-to-follower correlation). Pacific Glow: No systematic review request process identified. Your 12/month organic rate is impressive without a system — with one, 18-22/month is achievable.
We analyzed the 97 responses you have written. Average length: 62 words (market average: 28). You reference specific treatments in 78% of responses and mention the provider by name in 65%. Your responses feel like they were written by someone who remembers the patient. This is a genuine competitive advantage — the problem is you only do it 34% of the time. Systematizing this without losing the personal touch is the key challenge.
Of your 8 negative reviews (1- and 2-star), you have responded to only 2 (25%). Both responses were professional and empathetic. The 6 unresponded negative reviews are visible to every prospective patient who reads your profile. Google’s own research shows that 45% of consumers say they are more likely to visit a business that responds to negative reviews. Island Derm responds to 100% of their negative reviews within 12 hours.
A specific, step-by-step plan to improve your Yelp presence from 47 recommended reviews at 4.3 stars. Your situation is recoverable — but requires patience and a specific approach.
Yelp’s recommendation software evaluates: (1) reviewer account age, (2) total number of reviews by that user, (3) whether the user has a profile photo, (4) social connections on Yelp, (5) review length and detail, (6) historical pattern of reviews by that user. First-time reviewers and users without Yelp social activity are most likely to be filtered — regardless of whether the review is genuine. This disproportionately affects medical practices, where patients often create Yelp accounts solely to leave one review.
5-Step Recovery Plan
Yelp’s algorithm moves slowly. Expect to see 3-5 previously filtered reviews become recommended within 3 months if the reviewers remain active. New reviews from active Yelp users will appear immediately. Realistic 6-month target: 60-70 recommended reviews at 4.5+ stars. This moves you from “Moderate” to “Strong” on Yelp.
Blue Seas Skincare (not in your immediate competitive set but nearby) has 59 recommended reviews + 65 filtered reviews — more reviews filtered than shown. This is an extreme case of the same problem you face. They attempted to resolve it by running Yelp Ads ($300/month), which did not change their filter rate but did increase profile visits. Yelp Ads do not influence the recommendation algorithm.
Do not: (1) ask patients to create new Yelp accounts to review you, (2) offer incentives for reviews (violates Yelp TOS and triggers penalties), (3) use review-generation services that promise Yelp reviews, (4) post reviews from staff accounts, or (5) publicly argue with negative reviewers. All of these can result in a Yelp “Consumer Alert” badge on your profile, which is visible to all visitors and takes 90+ days to remove.
Based on our complete reputation analysis, here are 5 prioritized action items ranked by estimated impact on your practice.
This is the single highest-ROI action available. Respond to all new reviews within 48 hours and backfill responses to the last 50 unanswered reviews over the next 30 days. Personalize each response (reference the treatment, provider, or specific praise). Prioritize responding to all 6 unanswered negative reviews immediately. Time investment: ~30 minutes/week ongoing. Expected impact: 8-15% increase in Google Maps impressions, improved click-through rate, and stronger patient trust signals.
High Impact / Zero CostMove from 72/15/5 provider attribution to 50/30/20 within 12 months. Assign Malia Torres to 2 new-patient consult days per week. Implement a targeted review-ask protocol specifically for Malia’s patients (SMS follow-up 2 hours post-appointment with direct Google review link). Feature Malia prominently on website and Instagram (minimum 2 posts/week featuring her). Have Sarah warm-introduce Malia to existing patients during follow-up visits. Expected impact: Reduces business vulnerability from “Critical” to “Moderate” risk level.
High Impact / Risk ReductionCreate a free RealSelf provider profile for Sarah Kamaka and Dr. Nakamura. Upload 10+ before/after photos (with patient consent). Complete all service listings. Begin asking satisfied injectable and laser patients if they would also leave a RealSelf review. Target: 15-20 RealSelf reviews within 6 months. Expected impact: Captures the 2% of patients who discover providers through RealSelf AND boosts Google organic rankings (RealSelf profiles rank on page 1 for many procedure + city queries).
High Impact / Zero CostExecute the 5-step plan: optimize profile, respond to all existing reviews, target reviews from active Yelp users, post weekly updates, and monitor filtered reviews. Target: Move from 47/4.3 to 65+/4.5+ within 6 months. Expected impact: Yelp influences approximately 4% of local aesthetic patient discovery. At 65+ reviews and 4.5+ stars, you move from a neutral to a positive Yelp presence. Estimated additional monthly inquiries: 3-5.
Medium Impact / 6-Month TimelineYour current 12 reviews/month is entirely organic (no systematic ask). Implementing a simple SMS-based review request (sent 2 hours post-appointment with a direct Google review link) typically increases review velocity by 40-60%. This would put you at 17-19 reviews/month, ensuring you surpass Island Derm’s total count by mid-2026. Options: DIY via practice management system SMS, or platform like Birdeye ($299-499/month) or Podium ($249-399/month). Expected impact: 40-60% increase in monthly review volume.
Medium Impact / Ongoing InvestmentImplementing all 5 recommendations positions Pacific Glow MedSpa to have the strongest multi-platform reputation in the Honolulu aesthetic market within 12 months: 400+ Google reviews at 4.9 stars, 80%+ response rate, 20+ RealSelf reviews, 65+ Yelp recommended reviews, and reduced key-person risk. Total cost: $0 (DIY) to $500/month (with reputation management platform). Estimated additional monthly patient inquiries from reputation improvements alone: 15-25, representing $18K-30K in potential revenue at a $1,200 average patient value.
This Reputation & Review Intelligence report is one of five products in our intelligence suite. Each report is custom-built using verified data — no templates, no generic advice.
Stay current. Every 90 days we re-scan your competitive landscape — review trajectory changes, new competitor entries, search rank shifts, and emerging threats. Delivered as a concise update brief with action items.
Diana Chen — Market Intelligence Analyst
SAMPLE REPORT. This report was created with fictional data for demonstration purposes. All business names, review counts, competitive data, and market statistics are illustrative. Your actual report will contain real, verified data specific to your market and practice.
AesthetEdge reports use publicly available information including Google Maps, Google Business Profile, Yelp, RealSelf, Healthgrades, Facebook, and other review platforms. AesthetEdge is an independent market intelligence firm with no affiliation with any competitor, review platform, or reputation management vendor.
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