BEYOND REPUTATION MANAGEMENT
Reputation Management
Reputation & Customer Feedback Management
The difference:
Listen
Make it easier for customers to share honest feedback. Keep track of what they’re saying through the feedback channels we agree on.
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
See what customers keep praising, complaining about or asking, with examples to back up the patterns. Where helpful, I can also look at competitors’ services or pricing for added context.
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.
DIRECT
01
Direct Customer Feedback
Feedback shared through forms, messages or emails can reveal praise, concerns and questions customers raise directly with the business.
RECORDS
02
Business Feedback Records
Customer complaints, enquiries and service notes recorded by your team can provide useful context when they can be appropriately shared and used.
SOCIAL
03
Social Feedback
Comments and messages on business-managed social channels may provide useful context where their access and use are appropriate.
SURVEYS
04
Customer Surveys
Short surveys can help clarify a specific question or experience when existing feedback doesn’t provide enough information.
Feedback sources are agreed before work begins. Third-party platform content is included only where access and use meet applicable permissions and platform requirements.
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
Look at competitors’ services or pricing to better understand the market around your business.
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.
Set up a simple process to invite genuine customer reviews and feedback using review links, QR codes and request wording.
Create review 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?
