SMG RatingsTrack

Realizing the value of a dynamic source of consumer feedback, RatingsTrack harnesses the power of word of mouth. Aggregating location-specific reviews and ratings across the top review sites, we compare this unsolicited feedback to your customer experience data. RatingsTrack lets you see how customers interact with your online listings via Google My Business, drill down to individual comments for a deeper understanding of issues, and respond to posts through direct links to social sites.

Manage Your Brand Reputation

It’s not just star ratings and social chatter floating around online—it’s your brand’s reputation. With real-time reporting, in-platform response capabilities, and location-level competitive benchmarks, RatingsTrack helps you transform ratings and reviews from a potential brand liability into improved search rankings and visibility.

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Location-level Insights

Social networks and online review sites are influencing customers like never before—95% of shoppers read online reviews before making a purchase. Most brands have a system in place for monitoring these channels at the brand level, but that’s not always actionable at the location level. That’s why we designed SMG RatingsTrack to help clients tune out the noise and dial into insight. Whether you’re checking your Local Brand Visibility (LBV) score to gauge location-level review health or tracking local SEO performance, RatingsTrack makes it easy to focus on actionable, location-level insights.

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Aggregated + Drill-down Reporting

With seemingly unlimited digital feedback sources, searching for specific insights or issues is a daunting task. Instead of painstakingly checking the ratings and reviews for each of your brand’s locations across different websites, RatingsTrack gives you an immediate high-level overview of your aggregated star ratings. By clicking into the role-based dashboard, users can filter by channel to see how all relevant ratings break down across different sites.

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Text Analytics + Alerting

With text analytics functionality, RatingsTrack enables brands to get a quick read on what customers are saying, track consumer perception with sentiment breakdown, and spot emerging themes to stay ahead of issues. And our real-time, rule-based alerts notify you immediately on reviews with specific star ratings or comments containing keywords. RatingsTrack alerts sync up with your other XM alerts to give you a more efficient and comprehensive close-the-loop process.

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In-platform Response

41% of consumers say when brands reply to reviews, it shows the company really cares about their customers. With its in-platform response capabilities, RatingsTrack not only provides you with customer feedback, but lets you engage directly with customers as well. This two-way communication provides you with a more efficient and comprehensive close-the-loop process—resolving issues faster and maintaining a positive brand reputation.

Featured Resources

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Best Practice Guide

4 ways to boost business outcomes with online reputation management

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Infographic

5 ways to take action on customer reviews

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Product + Tech Info

SMG RatingsTrack