Filtra.AI
Online reputation monitoring
Monitor meaningful changes in reviews, themes and customer perception and turn them into management priorities.
What to monitor
Monitoring is more than watching the star average. Track new reviews and comments across channels, response times, recurring themes, sudden changes in tone and mentions outside your profiles. Each signal answers a different question about what customers are experiencing.
- New reviews and comments across channels.
- Response rate and time to first reply.
- Theme recurrence and sentiment shifts.
- Mentions in search, social and news.
Alerts that lead to action
An alert is only useful if it reaches someone who can act. Route critical reviews to the local owner, recurring themes to operations and sensitive cases to the right escalation path. A daily digest plus real-time alerts for high-risk cases usually covers most operations.
The monthly review
Once a month, compare periods: volume, rating, themes, response time and actions completed. Look for what changed and why. Monitoring without a review ritual becomes noise; the meeting is where signals turn into priorities.
What to look for
Use the themes below as management signals: frequency, customer impact, recurrence and the team responsible for the next action.
Frequently asked questions
What should I monitor in online reputation?
New reviews and comments, response rate and time, recurring themes, sentiment changes and mentions outside your profiles. The rating alone hides the causes.
Do I need paid tools?
Not at low volume. Google Business Profile notifications, a shared inbox and a spreadsheet cover the basics. Tools help when volume, channels or units grow.
How fast should we respond to a review?
Critical reviews deserve a reply within 24 to 48 hours. Routine reviews can follow a weekly cadence, but consistency matters more than speed alone.
What is a reputation alert?
A notification for a signal that needs attention: a very negative review, a spike in a theme, a mention in the press or a sudden change in volume.
How do we avoid alert fatigue?
Define severity levels and owners, send real-time alerts only for high-risk cases and keep the rest in a daily or weekly digest.