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Reputation Monitoring

See patterns behind the praise and concerns.

Group what people say across review sites into themes, with estimated sentiment you can check and correct, and an alert when a concern starts to grow.

Recent review activity across sources

Why it matters

One complaint is noise. Ten is a pattern.

Reviews about wait times show up on Google one week and Yelp the next. Read one at a time, they look like bad luck. Together, they point to a staffing problem.

Reputation monitoring groups reviews into themes across sources, so you can spot patterns early and check the reviews behind them.

How reputation monitoring works

A clearer way to work.

  1. 1Connect sourcesLink the review sites you use.
  2. 2Group into themesMentions are sorted into topics such as wait time or pricing.
  3. 3Estimate sentimentEach mention is estimated as positive, mixed or negative.
  4. 4Correct and drill downOpen the reviews behind any number and fix wrong labels.
  5. 5Alert on changesGet notified when a concern rises above your threshold.

Interface and key controls

See the details that keep work moving.

Filter by source, open a theme to see its mentions and correct any sentiment that was labeled wrong. Counts update immediately.

Mentions · Wait time
“Waited over an hour on Saturday for an oil change.”Google · Negative (estimated)
“No wait at all, in and out in 20 minutes!”Yelp · Negative (estimated)
“Wait was long but they kept me updated.”Yelp · Mixed (estimated)
Alert: “Wait time” has 2 negative mentions this week (threshold 2).

Sentiment is an estimate

Business scenarios and exceptions

Designed for real-world exceptions.

Sentiment is an estimate, not a fact. Every number links to the reviews behind it, and anyone with permission can correct a wrong label.

ConfirmedA person checked the label or corrected it. Corrected labels are kept.
EstimatedLabeled automatically and not yet checked. Shown as an estimate.
AlertNegative mentions of a theme passed your threshold this week. The alert links to the reviews.

Business scenario

A practical day in the business.

Peak Auto Care has four shops in Salt Lake City, UT. Brand manager Natalie Ross checks themes every Monday.

  • Mon 9:00 AM — An alert: “Wait time” negative mentions doubled across Google and Yelp this week.
  • 9:05 AM — She opens the mentions: most are from the Sugar House shop on Saturdays.
  • 9:10 AM — One “negative” mention is actually praise (“no wait at all!”). She corrects it.
  • Tue — The shop manager adds a Saturday technician.
Auto shop technician with today's appointments

FAQs

Reputation monitoring questions.

Related: Review Analytics · Review Management

Where do the reviews come from?

From the public review sites you connect. Each mention links to its source.

How accurate is the sentiment?

It’s an estimate and can be wrong, especially with sarcasm. You can open the reviews behind any number and correct labels.

What triggers an alert?

A theme’s negative mentions passing a threshold you set, such as 5 in a week.

Who should use reputation monitoring?

Brand and operations managers who watch feedback across several review sites or locations.

Does it include private feedback?

Only public reviews by default. Private feedback is kept separately in Customer Feedback.

Spot the pattern before it spreads.

Start a 14-day free trial or book a demo to monitor your reputation.