Online reputation management has a huge influence on your sales. Why? Your company’s website often isn’t the first place where customers interact with your brand. The real front door is the first page of search results. This is where customers get unfiltered snapshots and uncensored opinions about your brand from others. We can say that customers are co-creating brands online via star ratings and reviews on search engines, social media, and review sites.

What are the reasons for online reputation management to be so crucial for modern brands?

A reputation score helps you understand how your business and locations stand relative to competitors and best-in-class benchmarks. This is the true measure of how your business is found, chosen, and experienced online. Here are the components of your reputation score:

When it comes to reputation management, PromoRepublic enables you and your marketing team to:

Let's dive into Reputation Insights, which is a part of the Dashboard feature for franchisees.

Before you start exploring the presented data, select the time frames. Note that the numbers will be compared to those of the same previous period.

Reputation Insights are divided into two parts: Location Insights and Review Performance.

The first thing you will see is key reputation metrics for your locations:

Also, in this section, you can see aggregated location performance by region and detailed location performance. By latter, we mean the number of reviews and average rating of these reviews for each location for the selected period.

In this section, you can see understand at-a-glance your review activity. First of all, the number of reviews received for the selected period, average response rate and average response time.

Rolling Average Rating will show the changes in average ratings per network.

You can see how many new reviews you got on Facebook and Google for the selected period.

Whether they’re positive or negative, respond to reviews immediately, showing consumers that you appreciate their feedback. Nearly half of all customers (46%) expect companies to respond to direct messages within 4 hours. That is why we also provide a section where you can track Average Response Time and Average Response Rate.

Average Response Time is the time between the received review and the posted answer to it per review sentiment for the selected period of time. Not answered reviews are not included here. Sort by positive, neutral and negative ones.

Average Response Rate The ratio between responses and user reviews. Sort by positive, neutral and negative ones.

Taking advantage of the available online reputation management tools can help a business track its level of visibility, reputation, and customers’ perceptions and respond timely.