Build a reputation worth talking about
Understand and improve brand perceptions with a unified view of online reviews and survey feedback. Analyse customer insights for key trends and themes, and publicly close the loop on reviews with AI personalised responses that make guests feel heard.
The world's
best brands
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Qualtrics
Today's reality
Increased competition
Guests are more carefully considering how and where to spend their money. The abundance of online reviews makes it easy to evaluate options but companies are competing for consideration amid a sea of reviews.
Difficulty responding
It’s difficult to respond to all of this unsolicited feedback in a way that is timely, on-brand and personalised/customised to the specific feedback provided. A lack of personalised, on-brand response harms online reputation.
Unharnessed data
There is a goldmine of insights in this data that is not being harnessed, analysed and acted upon to improve customer experiences.
With Qualtrics Online Reputation Management you can
- Identify trends in your brand’s online reputation and increase your volume of unsolicited feedback by enriching your data with online reviews and social mentions
- Quickly and publicly close the loop on reviews with AI personalised responses that make your guests feel heard
- Improve your brand perception by amplifying positive experiences and providing emotionally tuned on-brand responses
Close the loop with AI personalised responses
Qualtrics AI personalised responses help frontline managers quickly and publicly respond to online reviews so that guests feel heard. By identifying and addressing negative sentiments quickly, businesses can mitigate damage and restore customer trust.
- Empower location managers with an intuitive “at a glance” view purposely designed for quick and precise action by local teams
- Instantly notify your team of new reviews or significant changes in sentiment, enabling immediate responses
- Defend your online reputation and make guests feel heard
Get actionable insights across all digital channels
Quickly identify trends in guest sentiment across multiple sources, responding promptly to both positive and negative feedback. Qualtrics’ AI-enhanced listening and online reputation management tools aggregate reviews, spot trends, and figure out what’s causing those outlier reviews – no matter where they’re being shared.
- Pull in guest reviews and social mentions from various platforms automatically and view it alongside survey feedback
- Utilise AI-driven algorithms to analyse feedback and assess the tone of guest interactions
- Make informed, data-driven decisions that align with up-to-date customer needs and expectations
eBook
Design breakthrough customer experiences in location-based businesses
Learn how to understand how each channel impacts the experience your customers have. Design experiences that go beyond just the physical location to drive foot traffic, loyalty, and revenue with our 3-step guide to implementing a world-class customer experience programme for location-based businesses.
Find your competitive advantage by knowing where you stand
Understand sentiment, brand perceptions, and topics that drive positive and negative reviews for you and your competitors
- Always-on view into competitive dynamics and benchmarking, without high-cost studies
- Analyse customer verbatims and star ratings at the location-level
- Close competitive gaps to improve local search ranking and location visits
Amplify the authentic voice of your customer
Help your customers tell others about their experience by designing feedback surveys in a way that prompts users to post a review on social channels. Frequent reviews lead to better search ranking and ultimately, more foot traffic. By encouraging customers to review your products and services in the moment, you can effectively amplify the impact of their experiences.
- Develop targeted campaigns to solicit positive reviews, promoting better brand visibility and trust among potential guests
- Deploy tools to solicit feedback after key interactions to capture customer sentiments while they are fresh.
Learn about our customers' successes
Learn about our customers' successes
With Qualtrics, enabling the right teams to take action on customer feedback has become intuitive and seamless—this has elevated our customer experience to new heights across every moment that matters to our customers.
Global VP of Customer Experience
10K+
automatic follow-up actions
Upgrade your programs with flexible, scalable plans
Upgrade your programs with flexible, scalable plans
Online Reputation Management FAQs
What is an omnichannel customer experience?
Online reputation management (ORM) is the practice of monitoring, influencing, and maintaining an individual's or organisation's digital presence and public perception across the internet. It involves strategies to shape how a person, brand, or business is perceived online by managing search results, social media content, customer reviews, and other digital platforms. ORM aims to promote positive content, address negative feedback, and build a strong, favourable online image. This process often includes creating and optimising content, engaging with audiences, and responding to criticism. Effective ORM helps protect and enhance reputations, mitigate potential crises, and maintain a positive online presence in an increasingly digital world.
Why is reputation management important?
Reputation management is essential as it influences public perception and trust in a brand or individual, drives consumer decisions and purchasing behaviour, impacts business growth and profitability, attracts top talent, mitigates crises, enhances credibility, improves online visibility, fosters customer loyalty, and provides a competitive advantage for long-term sustainability and brand value. In today's digital age, a positive reputation is a valuable asset that can significantly impact success across various aspects of business and personal life.
What are the key components of reputation management?
A strong ORM strategy combines comprehensive reputation monitoring across review sites and social media platforms, AI-powered sentiment analysis to understand consumer sentiment and intent, and responsive engagement that turns every interaction into an opportunity to build a positive online image. Encouraging satisfied customers to share positive content through positive online reviews is equally essential. Leading reputation management companies integrate these efforts into customer experience systems, ensuring valuable insights drive real operational improvements rather than reactive fixes.
How to build an online reputation management strategy?
Begin by establishing a clear baseline of your brand's online presence across all major social media platforms and review sites. Set up real-time alerts to respond quickly to customer feedback and develop authentic response protocols for both negative comments and positive reviews. Incorporate review generation into the customer journey – for example, through post-purchase surveys – and measure how reputation management efforts influence customer acquisition, customer retention, and customer lifetime value. The most effective strategies close the loop between customer feedback and business action, maintaining a positive reputation and strong brand promise over time.
What is reputation management software?
Reputation management software is a specialised tool designed to monitor, analyse, and manage an individual's or organisation's online presence. These platforms typically provide real-time monitoring, sentiment analysis, social media engagement, and review management to enhance online reputation. The software aims to streamline the process of maintaining a positive online image, responding to feedback, and identifying potential reputation risks across the digital landscape.
How to choose an online reputation management software?
When selecting an online reputation management software, look for platforms that integrate seamlessly with your existing CRM and customer experience tools to eliminate data silos. Prioritize solutions that monitor all major review sites and social media channels, provide advanced AI-driven analysis of consumer sentiment, and enable authentic, intelligent responses when addressing customer complaints and reviews. Choose software that includes review generation workflows, competitive benchmarking, and enterprise-grade security – empowering your teams to manage your brand's online presence proactively and maintain a positive online reputation across all digital channels.
Qualtrics CX for Locations solution delivers all these capabilities while connecting reputation management with your broader experience management strategy, ensuring every review becomes an opportunity to strengthen customer relationships and drive systematic improvements.
Why choose Qualtrics ORM?
Qualtrics ORM offers comprehensive reputation management with advanced AI-driven insights, real-time alerts, and customisable dashboards. It provides multi-channel monitoring, sentiment analysis, and competitor benchmarking. The platform integrates seamlessly with other Qualtrics products, offering a holistic approach to customer experience management. Its user-friendly interface and robust analytics make it ideal for businesses of all sizes.