Online reviews monitoring in a nutshell
NMS review monitoring lets you collect reviews from multiple platforms in one place, analyse comments, and react quickly to negative experiences. You get clear dashboards and reports for leadership and frontline teams, and you can connect reviews with internal KPIs or other CX research. We set it up to fit your business and market.
Quick summary:
- Reviews from multiple channels in one dashboard
- Automatic data collection (e.g., Google Maps, Mapy.cz, Facebook)
- Text analytics of comments: topics, issues, praise
- Executive summary + detailed reports (branches/regions/products)
- Alerts for negative reviews for fast response
- Reply to a review directly from the app
- Connect reviews with internal data and other CX research
- Tailor-made solution + in-house development and flexibility
What online reviews monitoring delivers
- You catch issues early — before they escalate. Alerts on negative reviews across channels give you a chance to act immediately and limit the impact.
- You see what people actually talk about (and why) -text analytics turns “noise” into topics and signals you can use to improve services, products, and frontline delivery.
- One place for branch networks and e-commerce -track branch/region performance or product/service ratings across portals.
- Leadership-ready reporting without manual work – generate an executive summary and detailed reports (branches, regions, products/services) in one click.
- You respond directly from the app – when a customer is unhappy, you know right away and can reply without switching between platforms.
- Reviews in CX context. We can connect review results to internal data or other research so you get actions — not just charts.
If you want to track reviews and “hard” satisfaction metrics (NPS/CSAT/CES) with a clear trend over time, it makes sense to combine review monitoring with customer satisfaction measurement (NPS/CSAT/CES) — you’ll get two independent signals that complement each other well (what people write vs. how they rate).
When and where review monitoring helps most
Online reviews monitoring makes the most sense when ratings truly affect demand and you need a fast overview across branches, regions, or products — while also extracting concrete improvement inputs from reviews. If you’re also managing overall CX performance, reviews monitoring naturally complements customer experience management (CX management) as an ongoing “sensor” of what customers are experiencing right now.
Who benefits most (and when)
- Branch network / franchise — you want to quickly spot where quality breaks and what causes it (staff, availability, environment, process).
- Reputation-sensitive services and brands — you need to catch negative experiences early and respond consistently across channels.
- E-commerce / product teams — you need recurring themes in product and service comments and want to turn them into priorities for assortment, support, or product improvements.
What exactly you get
You get a clear dashboard where reviews from relevant portals live in one place and can be filtered by branches, regions, products, or services. It includes an executive summary and detailed reports you generate with one click — without manual copying and without losing context in the comments.
Beyond outputs, you also get practical inputs for improvement: text analytics of comments (topics, recurring issues, praise), alerts for negative reviews, and the ability to respond directly from the app. If you want to place findings into a broader CX picture, review monitoring pairs naturally with mystery shopping — reviews tell you what and where is happening; mystery shopping often reveals why and how to fix it.
How our online reviews monitoring works
We build monitoring as a practical solution that collects reviews from different sources into one place, evaluates them continuously, and turns them into clear outputs for leadership and operations. You get a quick view of what customers praise and what frustrates them most — and you can connect it to other customer experience work, for example to the customer journey, so it’s clear in which stage of the experience issues most often occur.
Review collection from relevant sources
We automatically pull reviews, for example from Google Maps, Mapy.cz, or Facebook (and other sources depending on where customers actually rate you).
Text analytics of comments
We quickly extract topics customers care about most — both pain points and positives — and can sort them by branch, region, or product.
Reporting, notifications, and response from one place
Generate an executive summary and detailed views for teams. When an unhappy customer shows up, you’re notified immediately and can respond directly from the app.
Why NMS: review monitoring that drives action
For us, review monitoring isn’t “just collecting star ratings”. We deliver a tailored solution that consolidates reviews from relevant portals into one overview, pulls topics from comments, and gives you reporting you can actually use to manage quality and reputation.
What makes our solution different
- Tailor-made (not boxed) – we adapt sources and reporting structure to your business — not the other way around.
- In-house platform and flexibility – thanks to our own development, we can adjust reporting and features fast.
- Reviews + additional data – we can connect reviews to internal KPIs (e.g., sales, target achievement) and place them in context of other CX research (e.g., mystery shopping).
- Local market know-how – long-term research experience and knowledge of the CZ/SK/HU market.
Questions & answers
Which review platforms and sources can you connect?
Typically, we connect the sources where customers actually rate you — for example Google Maps, Mapy.cz, or Facebook. We’ll set the exact mix based on your segment and how your branches/products are structured.
Can you track reviews by individual branches or regions?
Yes. In the dashboard you can track performance across the network and analyse reviews by branches, regions, and also by products and services.
Will I get outputs for both leadership and frontline teams?
Yes. With one click you can generate an executive summary and detailed reports by branches/regions/products, so each team gets what it needs.
How fast will I know about a negative review?
If a customer is unhappy, you’re notified immediately. The goal is to help you respond fast and reduce reputational impact.
Can we reply to reviews directly from the tool?
Yes — you can respond to a negative review right away, directly from the app, without switching between portals.
Can you connect reviews with our internal data (sales, target achievement…)?
Yes. We can link review results to your internal data (e.g., sales) and place them into the context of other CX measurement.
Do you also monitor competitors’ reviews?
At the CX pillar level, you can use data from reviews of both your own and competitors’ products to your advantage — we’ll configure this based on what you actually need for decision-making.
Is reviews monitoring a replacement for mystery shopping or customer satisfaction measurement?
No — it’s a complement. Reviews are a continuous “field signal”, while mystery shopping and customer satisfaction measurement deliver structured measurement and deeper diagnostics. The best results often come from combining them.
