Customer Reviews and Feedback Management Template

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Ensure your brand's reputation remains positive by effectively managing customer reviews and feedback. This template provides a comprehensive guide to monitoring, managing, and responding to reviews, helping you maintain a strong brand image.

With actionable tasks and subtasks, you can set up a feedback tracking system, respond to reviews, analyze trends, and implement feedback to continuously improve your service.

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Customer Reviews and Feedback Management for Priority Matrix

Customer Reviews and Feedback Management in Priority Matrix

Manage customer reviews and feedback to maintain and improve your brand's reputation in the hospitality industry.

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Proposed Tasks

Immediate Response Required

  • Respond to negative reviews
    ☐ Identify negative reviews ☐ formulate a professional and empathetic response
  • Respond to positive reviews
    ☐ Identify positive reviews ☐ formulate a thankful and engaging response
  • Set up a system for tracking feedback
    ☐ Identify platforms where customers leave reviews ☐ create a system for tracking these reviews

Monitor and Analyse

  • Analyze review trends
    ☐ Identify common themes and trends in reviews ☐ create a report on these trends
  • Monitor brand reputation
    ☐ Track changes in brand reputation ☐ identify any potential risks or opportunities
  • Monitor review responses
    ☐ Track response times ☐ ensure responses are professional and on-brand

Implement Feedback

  • Implement feedback
    ☐ Identify actionable feedback ☐ create a plan to implement this feedback
  • Train staff on customer service
    ☐ Identify areas for improvement in customer service ☐ organize training sessions for staff

Long-Term Strategies

  • Regularly report on review management
    ☐ Compile data on review responses and trends ☐ present this data to management
  • Update response scripts
    ☐ Review current response scripts ☐ update scripts based on feedback and brand voice