Know what people say about your brandbefore anyone else.
One scan collects mentions from Ekşi Sözlük, Şikayetvar, Trustpilot, Reddit and more. Each is labelled by sentiment, emotion and intent; risky ones are flagged and replies are suggested in four tones.
Rather hand the job over? In our Reputation & Trend Monitoring service we run this tool for you; scope and monthly price are published.
Online reputation managementReputation management starts with listening
Reputation management means tracking what is said about your brand, spotting risk early and replying in the right tone. Listening comes first: you cannot plan a reply without knowing what was said, where, by whom and with what feeling.
For a free starting point, Google's alerts feature emails you new search results. But it only covers search results and does not separate sentiment or intent.
Set filters to catch the right mentions
If your brand name is an everyday word or shared with another business, scans fill up with noise. So two filters sit next to your tracking keywords.
| Field | What it does | Example |
|---|---|---|
| Primary name | The core keyword of the scan | Brand name |
| Extra keywords | Sub-brands, product names, slogan | Name of a product line |
| Required words | A word that must appear in the mention | A word describing your sector |
| Excluded words | Removes a result even if it matches | City of a same-name business |
| Active sources | Which sources are scanned | Complaint and review sites only |
- Plain words match regardless of upper or lower case.
- For finer control, write a regular expression in /pattern/ form.
- A mention at the same address is not added again on the next scan.
Every mention gets three labels
Most guides split sentiment into positive, negative and neutral and stop there. But someone asking "how much is it?" and someone wanting to cancel can both land in neutral. So emotion and intent are added next to sentiment.
| Label | Values | Question it answers |
|---|---|---|
| Sentiment | Positive, neutral, negative | What is the overall tone? |
| Emotion | Joy, anger, sadness, fear, disgust, surprise, neutral | Which feeling is carried? |
| Intent | Interested, considering, purchased, about to leave, irrelevant | Where in the funnel are they? |
- Someone comparing options is a priority for retargeting; someone about to leave is a priority for customer service.
- You can send a positive mention to the content pool and keep it as a content idea.
- Mentions are grouped into topic clusters; leading risks and opportunities are listed separately.
The reputation score comes from five components
Weights are read from the product's reputation score formula. A component with no data enters at a neutral base of 50.
| Score | Status |
|---|---|
| 80 and above | Healthy |
| 60-79 | Watch |
| 40-59 | At risk |
| Under 40 | Critical |
How a risky mention rises to the top
Not every negative mention weighs the same. A complaint from an account with 40 followers and one from a large audience carry different risk. Flagging turns that difference into a rule.
- 1Is it negative?
Positive or neutral mentions are not flagged.
- 2Is confidence high enough?
If confidence in the negative label is under 0.7, it is not flagged.
- 3Reach or clarity
It is flagged if the author's reach is 1,000 or more, or confidence is 0.9 or more.
- 4Notification
A flagged mention lands in the panel as a notification and joins the action list.
| Event | Default threshold |
|---|---|
| Volume spike | Today's mentions reach 3 times the last 7-day average |
| Negativity spike | Negative share is 30 points above yesterday |
| Low-rated review | A new review of 2 stars or fewer |
Thresholds can be changed in brand settings; detected events are recorded.
- A weekly summary email arrives every Monday; after a manual scan the screen shows how many new mentions were found.
- Every mention has an influence score, and the list is sorted by it.
- Reach measured from the author's audience and reach estimated from a source average are shown differently.
- Set competitor brands and the mention analysis shows your share of voice: how much of the conversation is about you.
Reply in the right tone, without risky claims
For negative mentions or questions, you get a suggested reply. The tone is one of four: formal, friendly, solution-focused or apologetic. It is written in your brand voice and from the mention's own text.
- Copy the reply, post it where the mention appeared, then mark the mention as replied.
- Each mention is kept as new, reviewed, replied or ignored.
- When replying to Google Business Profile reviews, remember that Google reviews replies against its content policies.
- How to keep AI-written text in your brand voice is covered in AI content that keeps your brand voice.
Frequently asked questions
What is reputation management software?
A tool that tracks what is said about your brand, spots risk early and helps you reply in the right tone. This one brings listening, labelling, scoring and reply suggestions into one screen.
Which sources are scanned?
Ekşi Sözlük, Şikayetvar, Reddit, Quora, Trustpilot, App Store, Play Store, Instagram, Facebook, TikTok, X, LinkedIn, YouTube, Twitch, Medium, news sites and blogs. A source is scanned when access to it is available.
Will a business with the same name pollute results?
Not if you set required and excluded words. A required word must appear in the mention; a result containing an excluded word is removed. You can also write a regular expression.
How is this different from sentiment analysis?
Emotion and intent are labelled alongside sentiment. An angry complaint and a price question, or a buyer and someone about to leave, show up separately.
How is the reputation score calculated?
Sentiment mix weighs 40%, volume trend 20%, sentiment on high-reach sources 20%, star rating 10% and emotion balance 10%. A component with no data counts as a neutral 50.
When will I see a negative mention straight away?
When confidence in the negative label is 0.7 or more and the author's reach is 1,000 or more, or confidence is 0.9 or more. The mention is flagged and a notification lands in the panel.
How often are scans run?
A scan runs once a day on its own, and you can start one at any time with the "Scan now" button. A weekly summary email goes out every Monday.
Does it post replies to the platform directly?
No. You copy the suggested reply, post it where the mention appeared and then mark the mention as replied.
Sources
The official documentation behind the technical points on this page:
- [1]Google Search Help: Create an alert
Google's free alerts feature that emails new search results.
- [2]Google Business Profile Help: Manage customer reviews
Reviews can be replied to and replies are checked against content policies.
Related pages
- Online reputation management serviceOur team tracks and answers mentions for you.
- Agenda signalsFollow news and conversations affecting your brand.
- Instagram managementAnswer comments and DMs on your own account.
- Social media analyticsRead your accounts' performance in one report.
- AI AssistantThe brand assistant is not a generic chatbot; it answers knowing your brand's name, industry, competitors, voice and what people say about you online.
Do not leave your reputation to chance.
The reputation radar needs the Brand Monitoring & Intelligence add-on. The full panel is free with no time limit: brand, accounts, reports. Allowance: 10 captions a month, 2 images a month, 1 videos a month, 1 brand, 1 user.