Harness the Power of Ratings and Reviews to Understand Customer Sentiment

Gain a clearer view into how you stack up against the competition, what you need to do to rise to the top, and how to quantify ROI by connecting customer experience and sales growth.


of people read reviews of local businesses


of local smartphone searches lead to an in-store visit within 24 hours


of consumers are more likely to visit a business if it responds to negative reviews

Increase search engine visibility, drive store traffic, + prove ROI

After the first 12 months of tracking and responding to consumer reviews, brands who implement a comprehensive online reputation management system typically see increased search engine placement and greater mobile engagement. A corresponding increase in exposure, traffic, and sales can directly link the customer experience with business results.

track store visits
increase SEO and drive store traffic

Combine ratings + reviews with other channels for rich CX insights

Actionable insights result from having unsolicited social ratings + reviews with solicited location-level feedback all in a single platform. Our online reputation management solution pulls all the relevant information you need from the most important sources and puts it alongside your other CX data—providing a single source of cross-channel insights.

Engage with customers quickly + seamlessly

Our online reputation management platform provides real-time, role-based alerts, notifying you immediately of reviews with specific star ratings or comments containing keywords. Plus, you can respond to customer comments either individually or in bulk by using personalized, scripted response templates equipped with dynamic tagging.

example of reputation management emails
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Find answers to your most critical ratings + reviews questions

  • What is the sentiment of review comments?
  • How are my locations performing compared to local competitors?
  • What are my best- and worst-performing locations?
  • Which sites are my reviews coming from?
  • How well are my locations responding to reviews vs. competitors?

SMG helped us stay ahead of issues, inspire customer loyalty, and improve business outcomes with ratings + reviews.

SEO Lead | Signet Jewelers

Customer experience management

SMG’s customer experience management programs are designed to keep pace with your omnichannel strategy as it grows and evolves across touchpoints, providing the flexibility to meet your customers’ needs where they’re most likely to connect with your brand.

CXM tracking channels
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Data rich but insights poor?

Find out how we help clients turn mountains of data into actionable insights to drive meaningful business outcomes.

Client success

Brands choose SMG because we understand their industry + challenges, and provide the “always on” partnership needed to help them realize ROI with their XM programs.

Successful SMG client reviewing data on tablet

Frequently Asked Questions

Ratings and reviews are typically distributed between a number of sites, including Google Maps, Yelp!, Facebook, and more. An effective CX program aggregates data from major sites to be displayed alongside other CX data, providing a single point of access to related data.

Integrating ratings and reviews gives you a robust new stream of CX data and provides an important channel for case management to close the loop on customer issues.

Our data shows: 1) Online reviews are part of your customer’s research, and 2) A customer who had an issue that was resolved to satisfaction is more likely to return than a customer who had a satisfactory experience in the first place. Working to manage this channel gives the benefit of being an active participant in this influential realm.

An effective CX program will feature rule-based system alerts along with bulk response capabilities. These features allow users to be automatically notified of customer issues as they are posted and to respond quickly.

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How can brands bridge the gap between the in-store and digital experience?

Discover how our clients use ratings + reviews to drive business outcomes.