Turn customer feedback into fewer bad reviews
Turn reviews and surveys into themes operations can act on, so reputation improves at the source.
The most reliable way to improve reviews is to fix what customers complain about. Feedback programmes combine short surveys with analysis of your public reviews to find recurring themes by location, product or team, so the people who can fix them know what to fix first.
Who this is for
- Multi-location and franchise businesses
- Customer experience and operations leaders
- Businesses with recurring complaint themes
Who it is not for
- Using surveys to filter who is asked to leave public reviews
What the work involves
Survey design
Short, neutral surveys at key moments.
Review theme analysis
Recurring topics across public reviews.
Segmentation
Themes by location, product, channel or team.
Action reporting
What changed and whether reviews followed.
How the work runs
- Search mappingWe identify the queries that matter and every result competing for them.
- Asset planWe decide which owned, earned and third-party assets can credibly outrank the problem.
- Build and publishProfiles, pages, articles and entity data are created or corrected, all truthful and attributable.
- Measure and adjustRankings are tracked weekly and the plan is adjusted to what the search engine rewards.
What you receive
- Survey programme
- Theme reports
- Quarterly insight review
What we cannot promise
- Insight only helps if the business acts on it.
Frequently asked questions
Can survey responses be published as reviews?
Only in ways that do not mislead consumers and comply with platform rules.
How long should a survey be?
As short as possible: a rating and one open question often work best.
Can this link to our CRM?
Yes, using exports or integrations you already have.
Is customer data safe?
We process it under a data processing agreement and only for the programme.
Is my enquiry confidential?
Yes. You can make first contact without giving your name, we sign a non-disclosure agreement before you share case details, and case files are held in restricted, encrypted storage with access limited to your case team.
Related services
Often combined with
Genuine Review Generation
Lawful programmes that ask every genuine customer for feedback, at the right moment, in the right way.
Learn more RepairOnline Review Management
Response strategy, lawful review requests and multi-location reporting.
Learn more ProtectReputation Monitoring and Intelligence
Search, reviews, news, forums, social and AI answers, watched on a set cadence with graded alerts.
Learn moreStart with a confidential conversation
Tell us as much or as little as you like. We sign an NDA before you share case details, and we will tell you honestly whether we can help.