Automating the monitoring of customer reviews and feedback
Reviews of your company currently appear in several places at once: Google, Facebook, Allegro, sometimes industry forums. Someone has to remember to check each of those profiles, so a reply to a negative review comes after a few days, not a few hours.
How much this process costs you a year
The sliders start from values typical for this process. Swap them for your own — the result recalculates instantly, no account and no email required.
This process costs you
Realistically you will recover from PLN 0 to PLN 0 a year
Here is the math: salary times the employer cost multiplier 1.2 divided by 173 hours a month gives the hourly rate. That rate times the hours in a year gives the cost of the process. From the recovery we take a band of 40% to 70%, because part of the time recovered on paper comes back as supervising the automation and handling exceptions. This is a deliberately conservative range, not a promise.
Where the hours go
Checking several profiles separately, every day or every few days, is work that does not go away even when there are few new reviews. The problem grows with the number of channels, because every additional profile is one more place to check regularly.
The real cost is response time. A negative review without a quick reply is read by more potential customers for longer before anyone responds, and it is response time, more than the review itself, that most affects how the company looks from the outside.
What automation does
A new review from any connected source lands in one place almost as soon as it appears. A notification goes to the person responsible for customer contact, with the text of the review and a link to reply on the spot.
A summary of ratings from all sources shows the trend over time, not just individual reviews, so you can see whether the average rating is rising or falling before a casual customer notices.
What it costs and when it pays back
Implementation usually falls between 2,000 and 6,000 PLN, in the lower part of the platform's automation range. The price depends on the number of sources monitored and whether you also need an automatic summary of the rating trend over time.
Payback comes in the third to sixth month, calculated on the time of the person who currently checks review profiles by hand. A faster response to negative reviews has additional value that we do not include in this figure, because we cannot estimate it honestly for your company.
Contractors working with these tools
This process is most often built on the tools below. Each link opens a catalog narrowed to contractors who've declared it — rates, availability, and ratings from settled contracts.
Frequently asked questions
Usually 2,000 to 6,000 PLN as a one-off, in the lower part of the platform's automation range, which goes up to 20,000 PLN. More monitored sources and a summary of the trend over time push the quote upwards.
No, the reply stays with a person, because that is what builds the relationship with the customer. The automation shortens the time between a review appearing and someone seeing it; it does not replace the reply itself.
Usually Google, Facebook and Allegro, if you sell on that marketplace, plus any source with an available API or RSS feed. It is worth agreeing the range of sources in the quote, because it varies between industries.
The trend over time shows the direction of change earlier than any single review, so a decline can be spotted before it becomes serious. Spotting the problem is only the start, though; what happens next is up to the team.