Online Reputation Management
A key part of the 360° view of your business.
Every review your customers leave is a data point, not just a number. A string of 4-star ratings can hide the same recurring problem a mystery shopper would catch on-site: a slow greeting, a confusing checkout, an under-trained team member. Online Reputation Management turns scattered reviews and ratings into structured insight you can actually act on.
More Than a Star Rating
Most businesses check their reviews the same way: skim the stars, react to the worst ones, move on.
That approach misses the pattern hiding underneath, because a star rating is an average, it tells you that something happened, not what.
We break each review down using aspect-based sentiment analysis: rather than scoring a review as simply positive or negative overall, we identify the specific elements a customer is actually talking about, the greeting, the product, the price, the wait time, the space itself, and assess the sentiment behind each one individually. A single four-star review might contain a negative comment about parking, a positive comment about staff friendliness, and a neutral comment about pricing. Treated as one score, that nuance disappears. Broken down by aspect, it becomes something you can coach and fix.
Mapped to Your Customer Journey
Reviews don't happen in a vacuum, they reflect a specific point in a customer's experience with your brand. We map the sentiment extracted from each review onto the stages of the customer journey: awareness, consideration, conversion, retention, and advocacy.
This turns a pile of individual reviews into a shape you can actually read: are customers consistently frustrated before they even walk in the door (an awareness-stage problem, often tied to your website or online presence), or is the experience strong until checkout, where something breaks down every time? Seeing sentiment plotted across the full journey shows you exactly where to focus, instead of guessing from a handful of recent comments.
What You Get
(included for FREE with other insights programs)
Ongoing Monitoring
Ongoing monitoring of your online reviews and ratings across the platforms that matter most to your business
Sentiment Analysis
Aspect-based sentiment analysis on every review, so feedback is broken down by what's actually being talked about, not just an overall star average.
Visibility
Visibility into which locations are trending up or down, so multi-location businesses can spot outliers early.
Customer Journey Sentiment
Sentiment mapped across the full customer journey, awareness through advocacy, so you can see exactly where perception turns negative, or positive.
No Information Silos
Reporting designed to sit alongside your mystery shopping and competitor intelligence data, not in a separate silo.
Marketing Mix
Review aspects organized around the Seven Ps of the marketing mix, giving you a consistent, comparable structure across locations and over time
See what a 360° view of all your insights in one place uncovers.
Organized Around the Full Marketing Mix
To keep that detail actionable rather than overwhelming, we organize aspects using an extended marketing mix framework, the Seven Ps: Product, Price, Place, Promotion, People, Process, and Physical Evidence. Every specific mention pulled from a review gets tied back to one of these categories, so instead of a vague sense that "reviews have been a bit rough lately," you get a clear read on whether the issue sits with your product itself, your pricing perception, your location and physical space, your marketing and promotions, your people, your operational processes, or the physical evidence of your brand (signage, packaging, cleanliness, and the like).
That structure makes it possible to compare aspects consistently across locations, across time, and against your competitors' review data, not just react to whichever review happened to be posted most recently.
Built to Work With Your Existing CX Programs
Reviews tell you what customers chose to say publicly. Mystery shopping and internal audits tell you what actually happened on the ground. Neither view is complete on its own.
When reputation monitoring runs alongside your mystery shopping and competitor intelligence programs, the two data sets reinforce each other: a cluster of negative "Process" or "People" mentions in reviews at one location can be cross-checked against that location's most recent mystery shop score, so you know immediately whether it's a training issue, a one-off, or a genuine pattern worth investigating.
FAQ's
Frequently Asked Questions