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?
Your online reputation affects your offline business
It improves online visibility
A strong online reputation builds higher trust
Online reputation influences your revenue
Companies with good reputations attract better employees.
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:
Star ratings on Google
Search impressions (local search rankings)
When it comes to reputation management, PromoRepublic enables you and your marketing team to:
Manage a consistent “near me” experience across a network of 130+ global-local search platforms like Google, Yelp, Facebook, Tripadvisor, Trustpilot, etc.;
Oversee reviews, ratings, and Q&As from one dashboard;
Instantly update data for any location in real-time to reach more consumers with correct information;
Respond to direct messages;
Reply to comments posted on major social media channels;
Track your performance in Google My Business & Facebook Reviews for any given timeframe;
Reputation Insights Overview
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:
Average rating for your locations - the average rating of all the reviews from all the locations for the selected period.
Average rating on Google - the average rating of all the reviews from all the Google Business Profiles for the selected period.
Average rating on Facebook - the average rating of all the reviews from all the recommendations from all the Facebook pages for the selected period.
Reviews by network - number of reviews per network.
Rating Distribution - distribution of the star ratings and recommendations, such as how many reviews are 5 stars vs 4 stars, etc, for the selected period.
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.
If you have any additional questions, don't hesitate to reach out to us at [email protected].