Count review replies by resolved next step, not by sentiment score

A local-commerce metric question: public reply quality may be better measured by whether the next check is clear.

Sentiment score is tempting, but for review replies it misses the thing I care about. A reply can sound warm and still leave the reader with no idea what happens next. Another reply can be plain, almost dry, but it names the receipt, photo, pickup code, or refund window that resolves the claim. For local commerce, I would rather track whether the reply creates a clear next step. Did it identify the shared record? Did it avoid leaking private details? Did it reduce repeat comments from the same customer? Those are less pretty than sentiment, but they are closer to the work.