Analytics · Descriptive
Reputation Pulse
A real-time read on how customers perceive you across social, reviews, and news, so you can catch sentiment shifts and reputational risk before they reach NPS, CSAT, or retention.
What it does
Measure perception and sentiment in real time.
Sentiment and favorability
We score the tone of every mention and roll it into a daily sentiment score and favorability trend, so you see how perception moves across channels and audiences.
Live mention monitoring
We continuously ingest mentions from social, reviews, news, and forums into a single feed, scored by sentiment, channel, and region for fast triage.
Reputational risk signals
We flag spikes in negative sentiment, volatile threads, and high-reach sources as risk mentions, so teams intervene before an issue scales into a trust problem.
Competitive share of voice
We benchmark your volume, sentiment, and share of voice against named competitors, so you see where your reputation leads or trails the category.
How it works
Define scope
Align on the reputation objectives, issues, brands, and markets that matter to your customer experience, so monitoring focuses on what moves trust.
Configure sources
Connect the social, review, news, forum, and feedback channels where your customers actually speak, then validate coverage and data quality.
Analyze sentiment
Apply NLP to score tone, cluster topics, and detect anomalies, benchmarking each signal against your history and competitors.
Surface risks
Translate emerging issues, negative spikes, and positive moments into clear alerts and guidance for comms, marketing, and service teams.
Report and act
Deliver dashboards, scorecards, and executive briefs on a cadence that matches your governance and decision cycles.
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Run it continuously, on web and mobile
- Continuous ingestion of reviews, surveys, and open-text feedback
- Automated sentiment and topic classification at scale
- Real-time pulse tracking with trend breaks and alerts
- Driver analysis by region, segment, and channel
- Built-in action tracking and escalation workflows
What you get
Reputation snapshot
The summary dashboard: the daily KPIs that frame brand health, from sentiment score to share of voice.
Sentiment drivers
The topics and themes pushing customer perception up or down, so teams know what to amplify and what to fix.
Reputational risk
The share of mentions that carry reputational risk, broken down by severity for the right threads first.
Competitive share of voice
Each named competitor scored on sentiment and share of voice, so you see where your reputation leads or trails.
Market reality
Why this matters now
12%
more reviews and a higher star rating when businesses start responding to reviews
Harvard Business ReviewCommon
questions
What is Reputation Pulse? +
Real-time brand sentiment and reputation monitoring for CX teams. We track perception across social, reviews, and news using NLP, so you can spot risks and respond before issues touch NPS, CSAT, or retention.
How is sentiment measured? +
We use natural language processing to score tone, topic, and source across every channel. Metrics include sentiment scores, favorability, mention volume, and share of voice, updated in near real time.
Who uses it? +
Brand, communications, and CX leaders, plus marketing and C-suite stakeholders. Common use cases include campaign tracking, crisis preparedness, competitor comparison, and ongoing trust measurement.
What sources are monitored? +
Social media, review sites, news, forums, and feedback channels, scoped to your brand, regions, and priorities, focused on the mentions that actually shape customer trust.