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Our Services · Reputation Management

Listen to the Signals Already Shaping Your Customer Experience

Reviews, ratings and customer feedback often show where an experience is shifting before a scorecard does.

Our reputation management service brings customer feedback together so teams can monitor what customers are saying, respond more consistently and identify the themes that may need operational attention.

Talk to us about reputation management
Listen

One clearer view of customer perception

  • Reviews — bring public feedback from key review channels into one interface.
  • Ratings — track trends by location and understand how performance compares.
  • Customer feedback and NPS — collect direct, private feedback and mini-surveys where appropriate.
  • Sentiment and themes — identify recurring topics, service risks and the emotional tone behind customer comments.
  • Competitor context — benchmark against relevant competitors and local markets where the data is available.
For multi-site teams

Make it easier for teams to respond

The platform is designed to reduce the time and complexity involved in managing customer feedback across multiple locations.

One interface, clear visibility and the right alerts — so the feedback that matters reaches the right people.

Silent Customer Reputation Management Reviews
Silent Customer Reputation Management Teams
In practice

What teams can do

Across every location, teams can:

  • Access reviews and feedback from one interface.
  • Respond to the feedback relevant to their location.
  • Give Area Managers visibility of response activity and what has been written.
  • Use email alerts and reporting to surface the feedback most relevant to each audience.
  • Track response rates, ratings and recurring customer themes over time.

Less time managing feedback. More time acting on it.

From signal to action

From signal to action

Reputation data is most useful when it changes what happens next.

1

Listen

Reviews and customer feedback help identify where the experience may be shifting.

2

Observe

Targeted mystery shopping can help show what is actually happening in the journey.

3

Change

Clear frontline feedback, senior insight and coaching support help teams act on the evidence.

What are your customers already telling you — and where might you need a closer look?

Talk to us about reputation management
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Mystery Visits

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Free Training Tools

Free Training Tools

Intercepting Complaints

Check-backs and complaint handling go hand in hand. Intercepting a problem before a customer tells you, or Google, not only prevents negative word-of-mouth but can increase revenue through loyalty and positive PR.

Use our fun PEP talk sheets to support your front-line teams in learning how to avoid complaints.

Download PDF

Engaging Conversations

Building a natural and genuine rapport with guests can be the most positive and memorable part of their dining experience. Whilst the food and the environment can be remarkable by itself, making a customer feel that they are more than just a table number, has a far wider reach in terms of spreading positive word-of-mouth.

Use our fun PEP talk sheet to support your front-line teams in learning how to have engaging conversations.

Download PDF

Positive Body Language

Being able to communicate positivity, and with enthusiasm, encourages customers to reciprocate in the same manner. However, most of us are unaware of how we are perceived by others and, whilst we may think we are coming across as welcoming and friendly, our body language could be telling a different story.

Use our fun PEP talk sheet to support your front-line teams in understand the importance of self-awareness.

Download PDF

Relevant Recommendations

Team members need good product knowledge to be able to describe and enthuse, but often don’t know what many of the dishes taste like. A lack of upselling is also often due to a lack of confidence in knowing where to start a conversation that leads to a recommendation.

Use our fun PEP talk sheet to support your front-line teams in learning how to upsell.

Download PDF