Brand Measurement • How-to
Review & Reputation Tracking (Simple Metrics)
Reviews are brand perception in public. Track a few simple metrics and themes monthly and you’ll know what to fix to build trust.
What to track monthly
Monthly metrics
- Average rating (by platform)
- New reviews this month
- Response rate (did you reply?)
- Response time (days)
- Top 3 positive themes (what people love)
- Top 3 negative themes (what breaks trust)
Theme tagging (the easiest “sentiment analysis”)
How to do it
- Create 6–10 “theme tags” (Speed, Quality, Price, Communication, Cleanliness, Results, etc.)
- Tag each new review with 1–2 themes
- Count themes monthly (what’s rising?)
- Pick 1 fix to reduce the #1 negative theme
Response rules (your brand voice in public)
Rules
- Reply to every review when possible (especially negatives).
- Use consistent tone: friendly, professional, and specific.
- Don’t argue. Acknowledge, explain briefly, invite offline resolution.
Common mistakes
Only tracking rating, not themes
Fix: Themes tell you what to fix. Rating is the outcome.
Ignoring review responses
Fix: Your response is part of the brand—future customers read it.
Chasing perfection
Fix: Focus on improving the biggest recurring issue first.