BEYOND REPUTATION MANAGEMENT
Reputation Management
Reputation & Customer Feedback Management
The difference:
Listen
Make it easier for customers to share honest feedback. Keep track of online reviews and respond thoughtfully to both praise and complaints.
Understand
Look for what customers repeatedly praise or complain about, and whether those comments are becoming more common. Check the context before drawing conclusions.
Prioritise
Help you decide what needs attention first, based on how often an issue appears and how seriously it affects customers. Highlight strengths worth protecting and promoting, too.
Recommend & Review
Suggest practical next steps for you and your team to consider. After you make changes, review new feedback for signs of progress or continuing concerns.
WHAT YOU GET
Understand the Feedback.
Know What Deserves Action.
Get help keeping up with customer reviews, a clear summary of what people are saying, and practical recommendations you and your team can use.
01 · MANAGEMENT
Review & Feedback Management
Keep track of agreed feedback sources, prepare review responses for approval and make it easier to invite honest feedback. Flag complaints that need your team’s attention.
Review Workflow
SAMPLE
INCOMING REVIEW
RESPONSE PREPARATION
FLAGGED COMPLAINT
REVIEW STATUS
Feedback Report Excerpt
SAMPLE
↓ Context & Competitor Insight
Competitor & Trends
SAMPLE
02 · REPORT
Customer & Competitor Feedback Report
Understand repeated praise, complaints and questions, with supporting comments and clear limits on what they reveal. Where useful and agreed, compare these findings with relevant competitors’ public feedback.
03 · ACTION SUMMARY
Owner Action Summary
Get suggested priorities, questions worth investigating and practical next steps, with the feedback behind each recommendation. Your business context helps determine what deserves attention first.
Action Summary
SAMPLE
ISSUE / STRENGTH
SUPPORTING FEEDBACK
SUGGESTED NEXT STEP
REVIEW & FOLLOW-UP
We agree which parts your business needs before work begins.
REVIEWS
01
Online Reviews
Google and other relevant review platforms show what customers choose to share publicly—from experiences they recommend to problems they encountered.
DIRECT
02
Direct Customer Feedback
Messages, emails and feedback your team records can highlight questions or concerns that never appear in a public review.
SOCIAL
03
Social Comments & Messages
Comments and enquiries on your social pages can reveal questions, expectations and reactions. These add context, even when they come from people who haven’t visited yet.
SURVEYS
04
Short Customer Surveys
When existing feedback leaves an important question unanswered, a short survey can help you ask customers directly about a particular experience.
01 · ONE-TIME ASSESSMENT
Understand what customers are saying and where your attention could be most useful.
Review recent feedback to identify repeated praise, complaints and gaps in how feedback is handled
Compare selected competitors’ public reviews for context
Receive a short findings report and prioritised owner action summary, then talk through the findings and recommended next steps
Discuss an Assessment
02 · ONE-TIME SETUP PROJECT
Put a simple process in place for asking for honest feedback and handling what comes back.
Agree when and how to invite customer feedback, and prepare review links, QR materials and request wording where appropriate
Create response guidelines and a clear approval process
Set up a simple tracker for feedback that needs attention
Walk you and your team through how to use the process
Discuss Your Setup
03 · MONTHLY SUPPORT
Keep track of what customers are saying over time, notice meaningful changes and receive a clear update on what deserves attention.
Check agreed review and feedback sources on a set schedule
Prepare review responses and publish them where access and approval allow
Flag complaints that need your team’s attention
Summarise recurring praise, complaints and changes in feedback
Receive a concise monthly update focused on what changed and what to check next
Discuss Ongoing Support
These services can be scoped separately or combined where useful, depending on your current feedback process.
Is this just Google review management?
An assessment establishes the starting picture. If ongoing support is useful, I can then monitor agreed feedback sources, compare new feedback with the existing patterns and highlight meaningful changes over time. You receive concise updates rather than a completely rewritten report every time a new review appears.
Is this useful if we already get plenty of reviews?
How do you help us collect more customer feedback?
Do you check and respond to reviews for us?
What happens with negative reviews—can you remove them?
What if the feedback points to a problem inside the business?
What access or information do you need?
How do we start?
