Searching the Web for Reviews

Suite
Customer Experience
Product
Qualtrics
What's on this page

About Searching the Web for Reviews

Qualtrics can search the web for reviews of your company and pull them together into one project. You don’t even need login credentials for any of these review sites to do this!

To pull online reviews into one project, you’ll take the following steps:

Upload the business locations you want to pull reviews for.
Create a Reputation Management project. (This includes deciding on sites to search for reviews.)
Double-check the review profiles Qualtrics found and add more as needed.

From there, you can create a dashboard with location data mapped to it.

Qtip: Reviews for each business location are pulled into Qualtrics every 24 hours. Only the data that exists at that time is pulled into Qualtrics (including date, review content, and reply information). Once a review is pulled into Qualtrics, that information is not updated again.
Attention: While our algorithm is constantly improving, it is not perfect. If a review profile exists, but we didn’t find it, please complete the feedback form in the product. You can also follow the steps here to add missing review profiles.
Feedback banner that appears in Qualtrics
Feedback banner that appears in Qualtrics
Qtip: This feature has a few prerequisite settings to consider before it can be enabled. Reach out to your Technical Success Manager if you’re interested in getting this feature.

Step 1: Specify Your Business Locations

Qtip: If you previously created a location directory, such as for a location selector question, you don’t need to complete this step, so long as you have the fields listed below saved in your directory.

Before you start pulling reviews, Qualtrics needs to know the locations of your organization that you’d like to report on. You’ll need access to the location directory feature. If you can’t access this page, make sure a Brand Administrator has activated the Manage Location Data permission for you.

Once you can access the directory, see detailed steps on how to create and upload a file of your locations.

the location directory homepage
the location directory homepage

For each location, you must include the following fields:
  • Unique ID for each location (e.g., Store ID or Google Place ID)
    Warning: You must leave Location IDs blank to upload a new location. Upload existing location IDs to make updates to existing locations.
  • Location Name
    Attention: These should be professional, branded, customer-facing names. These should ideally match what appears in Google Maps. Do not use internal names.
  • City
  • State
  • Postal Code
  • Country

The more these fields match what appears on review sites, the more likely Qualtrics is to find them. If you need to edit your locations later, see Editing Locations.

Qtip: You can include any other supported fields that you want to use in dashboards (e.g., Region, District, Google Maps URL).
Qtip: If you use the optional field “LocationStatus,” locations with a status of “Closed” will stop loading reviews to your Qualtrics project.

Once you’ve uploaded your location directory, move onto the next step.

Step 2: Create a Reputation Management Project

If you haven’t already, go to the catalog and create a Reputation Management project.
in the catalog, the reputation management project option
in the catalog, the reputation management project option
Select Your business reviews.
modal shows two options - your business reviews and competitor reviews. business reviews option is highlighted
modal shows two options - your business reviews and competitor reviews. business reviews option is highlighted
Click Next.
Select Search the web.
3 options in a modal, and the last one, search the web, is highlighted
3 options in a modal, and the last one, search the web, is highlighted
Qtip: Search the web projects do not update reviews or replies. They only show what is available at the time of ingestion.
Click Next.
Select the Location directory you created in the previous step.
selecting a location directory and seeing a preview
selecting a location directory and seeing a preview
Double-check to make sure the location data that appears to the right looks correct.
Click Next.
Select the websites you’d like to pull reviews from for each of your locations.
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Click Done to proceed.
Attention: It may take up to a day for data to load in Qualtrics. A banner will appear to let you know you’re seeing only partial data. You can leave the page while data loads, but you’ll need to return to the page later to see when it’s done.
Banner that warns you are seeing partial data
Banner that warns you are seeing partial data

When your data is ready, you’ll see a summary of the locations Qualtrics found.

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Step 3: Double-Check Locations

While our algorithm for searching the web is constantly improving, it is subject to information available online, and is not perfect. This section covers how to correct the business profiles pulled in.

Reputation management page has locations with no profiles
Reputation management page has locations with no profiles
For each review source you chose (e.g., Google, TripAdvisor), you’ll see the number of profiles missing. Click the number of missing profiles to filter the table.
Qtip: Click See all X locations to remove the filter.
Click the row of the location that’s missing profiles.
Find the URLs for those review profiles and paste them beneath the matching website. Then click Add.
Qtip:For Google, you can paste a Google Place ID instead of a URL.
Qtip: Bulk URL uploading is not available.
If there isn’t a review profile for that location on a given website, you can disable it by clicking the switch.
Example: Here, we’ve removed Yelp for our Provo location.

Now you’re ready to build dashboards and workflows!

Exporting Locations

Spreadsheet of location data
Spreadsheet of location data

You can export the list of locations added to Qualtrics as a CSV file. This file will include all of the location fields and links to each profile found.

If you’ve filtered your profiles (e.g., clicked to view missing profiles), only those profiles will be included in the download.

To download this file, click the export icon on the right.

Downward arrow icon in upper-right of table indicates you can download location data
Downward arrow icon in upper-right of table indicates you can download location data

Managing Profiles

You can find all of your profiles on the Reputation Management tab. In addition to the functions described earlier, you can perform a few different actions to manage your profiles.

reputation management tab is numbered to show how you can manage all of the review site profiles shown
reputation management tab is numbered to show how you can manage all of the review site profiles shown
Review sources: See a breakdown of profiles by status. Here, you can see how many profile are active, pending, missing, inactive, or non-existent. Click these different statuses to filter your results.
Manage sources: Click this button to add additional review sources, so long as you haven’t reached your limit. You cannot deselect any sources that have already been added. Make sure to click Save to save your changes.
using the toggles to enable additional sources
using the toggles to enable additional sources
Filters: Filter profiles by status and / or review source. You must make a selection for each filter.
Search bar: Find profiles by external reference ID, name, street address, city, and state / province.
Location directory options: Click the 3 dots to see the following options:
a close up of the 3 dots menu shows the export and edit options you have
a close up of the 3 dots menu shows the export and edit options you have
  • Manage Location Directory: Open your connected location directory so you can make edits. See Location Data Management for a guide to your directory.
  • Download CSV location data file: Export a CSV of the project’s location data.
Switch profile on and off: Use the switch to indicate whether the profile exists. If you switch a profile off, it will be marked as “non-existent.” We recommend using this status if a location shuts down.
Edit profile URL: If your locations change or a URL fails, you can always try to link that profile again with a new URL, or mark the URL as non-existent.
Qtip: Bulk URL uploading is not available.

Troubleshooting Search the Web Projects

The following is a list of limits and troubleshooting best practices for Search the Web for Reviews reputation management projects. The following also applies to Competitive Reviews.

  • When connecting profiles during project creation, you’ll only see up to 10 locations in the preview.
  • Missing fields will be marked with a warning icon. Check if there are warning icons for the fields Country, Location Name, and City. Without those fields, no information will be gathered for those locations.
  • Keep in mind the limits shown when you choose the sites to pull reviews from. If you would like to increase your account limits or if you see a warning that you do not have enough profiles, reach out to yourAccount Executive.
  • The limit for Competitor Review Profiles is separate from the one for Brand Review Profiles. Setting up a Competitor Reviews project will not consume profile limits for your company’s locations, and vice versa.
Qtip: Are you interested in a list of review sources we support? Reach out to your Technical Success Manager.

FAQs

Can I add new locations to my Reputation Management project after it’s created?

How do I reach the location directory?

Can I use my location data in dashboard reporting?

How do I edit my locations?

How are aggregated review dates calculated?

Are review scores normalized for sites with different rating scales?

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