Customer feedback and reputation management

What customers think of a company, in reviews, ratings and surveys

Before you buy a new shampoo online, you scroll down to its reviews. After a bad visit to a dental clinic that is part of a chain, you leave it one star on Google. After a support chat, an app asks you to rate it from 1 to 5. None of these is a call or an email to the company. But each one tells the company what you think.

Market Segments 15.1 to 15.4 covered the customer who gets in touch. This Market Segment covers the customer who doesn't, and the one who tells everyone else instead. It holds three kinds of software, which all answer the same question: what do customers think of the company?

Reviews on the product page

the platforms that collect reviews and display them where shoppers see them. Their buyers are consumer brands and retailers.

Reputation for businesses with many branches

every branch's star ratings on Google and other sites, and the replies to them.

Feedback the company gathers itself

the surveys and the comments, read in bulk for what they say.

Reviews on the product page, reputation across many branches and feedback read in bulk all answer one question: what do customers think of the company?

What people say about a brand on social media is covered in Market Segment 13.4, PR, media monitoring and social listening tools (in Industry Vertical 13, Martech).

This is a small Market Segment, with seven companies. Every company named here has posted software engineering jobs in India. Famous companies that don't actively hire software engineers in India are left out.

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What this section holds

What this section holds

Reviews on the product page. Take the shampoo reviews from the start of this Market Segment.

Bazaarvoice

is the reviews platform of the world's retailers and consumer brands. It collects ratings and reviews, and moderates them, which means checking them and removing the ones that break the rules. It also syndicates a brand's reviews: the same reviews appear on the product pages of every retailer that sells the brand's products. Bazaarvoice has engineers in Bengaluru, and more job postings than any other company in this Market Segment. (More on it in Market Segment 27.1, E-commerce storefront, checkout and search tools, in Industry Vertical 27, Retail tech.)

Ripple Street

runs a community of consumers who try a brand's new product and review it before it is launched. It has engineers in Bengaluru.

Bazaarvoice collects and moderates a brand's reviews and syndicates them, so the same reviews appear on the product page of every retailer that sells the brand.

Reputation for businesses with many branches. Now take the one-star review of the dental clinic from the start of this Market Segment. The chain's head office wants to see it, and every other review of every branch. The industry calls this reputation management. Its buyers are businesses with many locations, such as a chain of dental clinics, a car dealer or a hotel group.

Birdeye and Reputation

gather every review, from every site, in one place. The business replies to each one from there, and each branch gets a score. Both also sell surveys and customer messaging. Birdeye also lets a business collect payments by text message. Birdeye has engineers in Delhi, and Reputation in Hyderabad.

Cube

sells the same review management to businesses with many locations, along with AI customer care. It has engineers in Bengaluru.

Feedback read in bulk. The last two companies read feedback rather than reviews. Take the 1-to-5 rating from the start of this Market Segment, and every other comment a company receives.

Enterpret

was founded by Indian engineers. It takes every comment a company receives: the support tickets, the app-store reviews, the survey answers and the notes from sales calls. A model then sorts them into what customers are asking for, for the product team. Enterpret has engineers in Bengaluru.

Medallia

is the experience-management platform of large enterprises. It runs surveys, and analyses speech and text from every touchpoint, meaning every place a customer deals with the company. It has engineers in Pune. The same platform also listens to a company's employees. (More on it in Market Segment 12.9, Employee engagement and performance management software, in Industry Vertical 12, HR tech.)

Enterpret takes support tickets, app-store reviews, survey answers and notes from sales calls, and a model sorts them into what customers are asking for.

Surveys used for market research, such as SurveyMonkey's, are covered in Market Segment 13.6, Survey and consumer research platforms (in Industry Vertical 13, Martech).

Trustpilot and Qualtrics are not covered in this Market Segment.

The feedback read rather than sampled.

A survey asked a few customers a few questions. Now a model reads everything customers have already said, in tickets, reviews and calls. It finds the common themes without anyone asking a question. Enterpret is built on that shift, and Medallia and the reputation platforms are rebuilding for it. (More on reading calls in Market Segment 15.3, Conversation intelligence and speech analytics.)

That is where your shampoo review, your one star for the clinic and your 1-to-5 rating end up. Software collects them, answers them and reads them, so the company knows what its customers think.

Who they hire

Who these companies hire, and for what, is on What customer service and CX companies hire for.

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