Listen
We identify the review and discussion spaces that matter, then set a practical monitoring and escalation rhythm.
Service · Reputation Management
Manage reviews.
Learn from feedback.
We help you monitor customer feedback, ask for genuine reviews, respond with care, and turn recurring themes into useful operational decisions—without fake praise or review suppression.
What this does
01 What this does
Reviews show prospective customers how previous customers experienced the business.
We build a practical system for listening, responding, asking at the right moment, and escalating real issues. The goal is not a spotless profile. It is a credible one that gets stronger because the business is paying attention.
Genuine reviews, handled properly.
02 Without a system
Unanswered feedback
leaves questions unresolved.
96%
Most customers are open to reviewing
BrightLocal found 96% of consumers are open to writing a business review. The opportunity is usually not absent goodwill—it is the absence of a clear, well-timed request.
— BrightLocal, Local Consumer Review Survey 202529%
Customers report the good and the bad
The same survey found 29% wrote reviews about both positive and negative experiences. A useful system needs to hear both, not just collect praise.
— BrightLocal, Local Consumer Review Survey 20250 shortcuts
Fake praise is a legal and trust risk
The FTC’s Consumer Reviews and Testimonials Rule prohibits buying fake reviews and incentives conditioned on positive or negative sentiment. Ethical collection is not optional.
— US Federal Trade Commission, Review Rule Q&A
The goal is not to control every opinion. It is to handle feedback honestly and well.
03 How we manage it
Monitor, respond,
ask, and learn.
◉
Respond
We create response principles and handle or coach replies that are timely, specific, calm, and human.
Ask
We make it easy to request honest reviews after real experiences, without incentives tied to sentiment or selective pressure.
Learn
We group recurring feedback into themes and turn the useful patterns into decisions for service, product, or communication.
04 The response loop
Connect public feedback
to operational decisions.
The strongest reputation programs are connected to the people who can fix the underlying experience. Reviews become an input, not a separate marketing channel.
- Signal
Monitor
Priority platforms, rating shifts, recurring themes, and high-risk issues.
- Judgment
Triage
Decide what needs a response, an internal owner, evidence, or escalation.
- Voice
Respond
Answer the actual experience in language that sounds like the business.
- Change
Improve
Feed useful patterns back into service, products, and customer communication.
We do not create fake reviews, buy sentiment, threaten reviewers, or promise the removal of legitimate criticism.
05 Working together
Match the scope to
the review volume and risk.
Scope depends on the number of locations and platforms, existing review volume, response ownership, escalation requirements, and whether we manage replies or coach your team.
Build the response system
One-timeaudit and workflow scope
- Platform and sentiment baseline
- Response and escalation principles
- Review request process
- Team guidance
Listen and respond
Monthlymanagement scope
- Monitoring and priority alerts
- Response coaching or management
- Genuine review generation workflow
- Recurring insight summary
Connect reputation to visibility
From $2,500per month for authority-led LBA plans
- Reputation plus local visibility
- Content and authority work
- Broader listing management
- One strategy and reporting cadence
Crisis communication, false-content disputes, legal review, and high-volume moderation are scoped separately. Platform decisions remain subject to each platform’s rules.
06 Client feedback
In their words.
Excellent experience with this company. If you are looking for solutions, their team is always there to help and guide with their insights.
Contact Cognisearch
Based in BucharestWorking worldwide