Online reputation management
Reputation Experience: Where affinity is won or lost.
Every review, rating, and interaction shapes how customers see your brand. Reputation Experience brings those signals together so you can understand what matters, respond with confidence, and build the trust that earns their next visit.
Your reputation influences customers before you do.
Your reputation influences customers before you do.
Customers are making decisions about your brand before you ever meet them. Know what's influencing those decisions and take action to turn a strong reputation into greater loyalty and growth.
1 in 2
customers reduce spending after one bad experience
4.1x
customers are more likely to recommend when they trust your brand
60%
of Google searches for local businesses result in review reads
Hear everything, everywhere it's said.
Your customers leave feedback on Google, Yelp, Facebook, TripAdvisor, and platforms you may not even think to check. Bring it all together, from online reviews to social mentions, alongside your operational data for a complete picture of what's happening at every location.
- Automatically aggregate customer reviews across major review sites and social media platforms.
- Connect online reputation signals to location performance in real time.
- Track sentiment patterns before they become reputation crises.
- See what customers say across the platforms where they discover and engage with your locations.
Know what drives loyalty at each location.
Star ratings don't tell you what to do next. Qualtrics surfaces the specific factors driving loyalty at each location, so your best-performing teams become a model the whole brand can follow.
- Surface what drives loyalty for your guests at each location.
- Identify which operational changes will move the needle on satisfaction.
- Get forward-looking intelligence, not just rear-window reporting.
Close the loop at scale.
Every customer who leaves a review expects to be heard. Qualtrics generates response suggestions that match your brand voice, helping location managers reply quickly and consistently, without sacrificing the personal touch that builds trust.
- Reply to customer reviews directly from Qualtrics dashboards.
- Generate on-brand responses that make customers feel valued.
- Route negative feedback to the right teams and resolve issues before they affect loyalty.
- Update provider and location details once, and publish accurate information across Google, Apple, Yelp, Healthgrades, and more.
90%
of all leaders logged in by first week
85%
of KFC’s data is unstructured
25K+
locations globally
Make guest experience your growth engine.
See how Qualtrics helps brands turn reputation into revenue, with intelligence that empowers frontline managers to act and builds the kind of trust that keeps customers coming back.