Overview
Effective reputation management requires staying on top of customer feedback as it comes in. RatingFlow provides comprehensive monitoring and alerting to ensure you never miss important feedback.Quick response to customer feedback—especially negative feedback—can mean the difference between a recovered relationship and a lost customer.
What gets monitored
RatingFlow tracks multiple types of customer interactions:Review requests
- Delivery status: Track whether SMS and email requests were successfully delivered
- Open rates: Monitor which customers opened your review request emails
- Response rates: See which channels (SMS, email, QR code) generate the most responses
Customer responses
- Rating distribution: Monitor the breakdown of 1-5 star ratings you receive
- Sentiment trends: Track whether satisfaction is improving or declining over time
- Response volume: Measure how many customers are providing feedback
Public reviews
- New positive reviews: Get notified when satisfied customers publish reviews on Google, Facebook, or other platforms
- Review content: See what customers are saying in their public reviews
- Platform performance: Compare review volume and ratings across different platforms
Private feedback
- Negative feedback submissions: Receive immediate alerts when dissatisfied customers submit private feedback
- Complaint details: Access the full context of customer concerns
- Resolution tracking: Monitor which negative feedback items have been addressed
Alert notifications
Stay informed with real-time alerts delivered through multiple channels:Email notifications
Receive detailed email alerts for:- New negative feedback submissions (1-3 star ratings)
- New positive public reviews (4-5 star ratings)
- Daily or weekly summary reports
- Significant changes in review volume or average rating
SMS/Text alerts
Get instant text notifications for:- Urgent negative feedback (1-2 star ratings)
- High-value customer feedback
- Critical reputation events
Configure notification preferences based on urgency. Reserve SMS alerts for truly critical feedback that requires immediate attention.
Dashboard notifications
Access real-time updates in your RatingFlow dashboard:- Notification center with unread feedback count
- Visual indicators for new activity
- Quick-access links to respond to feedback
Monitoring dashboard
Your RatingFlow dashboard provides comprehensive visibility into your reputation metrics:Key metrics
Trend analysis
Identify patterns in customer satisfaction:- Time-based trends: See how ratings change by day, week, or month
- Channel comparison: Determine which request methods (SMS, email, QR) perform best
- Sentiment shifts: Detect sudden changes in customer satisfaction
- Campaign effectiveness: Measure ROI of specific review request campaigns
Regular monitoring of trends helps you identify and address issues before they become major problems.
Response management
The monitoring system integrates with response workflows:Private feedback responses
- View all negative feedback in a centralized inbox
- Mark items as “in progress” or “resolved”
- Add internal notes about resolution actions taken
- Track response time metrics
Public review responses
- Monitor reviews across multiple platforms in one place
- Respond to public reviews directly from RatingFlow (for supported platforms)
- Track which reviews have received responses
- Maintain response time SLAs
Reporting and analytics
Generate comprehensive reports for internal review or client presentations:Performance reports
- Review volume and rating trends over custom date ranges
- Comparison of different time periods
- Platform-by-platform breakdowns
- ROI metrics showing impact on business outcomes
White label reporting
For agencies using RatingFlow’s white label solution:- Fully branded reports with your agency logo and colors
- Client-ready presentation formats
- Automated delivery schedules
- Custom metrics based on client goals
White label reporting allows digital marketing agencies to offer high-end reputation management services under their own brand.
Best practices for monitoring
Maximize the value of review monitoring:- Set up immediate alerts: Configure notifications for negative feedback so you can respond within hours
- Review daily: Check your dashboard at least once per day to stay on top of feedback
- Track trends weekly: Look for patterns in sentiment and address root causes
- Respond to all feedback: Acknowledge both positive and negative feedback promptly
- Measure and optimize: Use monitoring data to improve your customer experience
Response time guidelines
- 1-2 star private feedback: Respond within 2-4 hours
- 3 star private feedback: Respond within 24 hours
- Public positive reviews: Thank customers within 48 hours
- Public negative reviews (if any slip through): Respond within 12 hours
Integration with review platforms
RatingFlow monitors activity across all major platforms:- Google Maps: Track reviews and ratings for local SEO
- Facebook: Monitor business page reviews and recommendations
- Trustpilot: Watch for e-commerce and service reviews
- Industry-specific platforms: Monitor niche platforms relevant to your business
Automated workflows
Set up automated responses to monitoring events:- Auto-acknowledgment: Send automatic “thank you” messages to positive reviewers
- Escalation rules: Automatically notify managers of critical negative feedback
- Follow-up sequences: Trigger follow-up messages after feedback resolution
- Internal notifications: Alert relevant team members based on feedback type