ORM Case Study
Building a Recurring Review Monitoring and Response Program
HospitalityAnonymized / illustrative example
Objective
Establish a consistent process for monitoring and responding to reviews across multiple platforms for a multi-location hospitality business.
Challenge
Reviews were being monitored inconsistently across locations, with response times varying widely and no visibility into sentiment trends over time.
Strategy
- Centralize review monitoring across all platforms and locations.
- Establish response time targets and a consistent response approach.
- Track sentiment trends over time rather than reacting to individual reviews only.
Implementation
- Set up centralized monitoring across major review platforms for each location.
- Documented a response framework for common review scenarios.
- Began monthly sentiment trend reporting alongside review volume.
Results
- Consistent response times established across all monitored locations.
- Sentiment trends became visible on a recurring basis instead of anecdotally.
- Reputation reporting integrated into the broader marketing reporting cadence.
Key Learnings
A consistent monitoring process mattered more than any individual response — visibility into trends is what made the program manageable at multiple locations.