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REPUTATION MANAGEMENT & SOCIAL LISTENING
01 Listen · Feedback Sources

Every review, mention and comment — answered from one place.

Bring reviews, app-store ratings and social mentions into one inbox, track one Reputation Score, benchmark your competitors and reply with AI in your brand voice — all analysed by the same AI engine as your surveys and calls.

Request a Demo → See how it works ↓
Review & Mention Explorer
All brandsCityFresh MarketCityFresh Express My brandCompetitor analysis
SourceStoreSentimentSeverityPersonaAuthenticityRisk first ▾
GoogleAI draft ready “Fresh bread every morning and really friendly staff.” BakeryStaff Today · Riverside store · Priya S.
100 /100 index★★★★★+85 sentiment
GoogleHigh riskNot answered “The yoghurt I picked up was two days past its use-by date…” Product FreshnessCheckout Today · Station Road store · Dan W.
0 /100 index★★★★★negative sentiment
InstagramUntagged mention “cityfresh station road on a saturday = queue simulator 😩” Checkout Yesterday · Station Road store · @weekend.shopper
−62 sentiment
Google PlayAnswered “Easy to order, but two items were swapped without asking.” Online Order Accuracy 2 days ago · Online · Hannah W.
80 /100 index★★★★★−10 sentiment
GoogleStation Road storeNewNegativeNot answered 3 / 24 · Next →
ShareAdd noteAdd tagAssign task
SENTIMENT SCORE Negative · −84 −1000+100
SATISFACTION INDEX 20 /100 (1/5 stars)
RISK & PRIORITY HighEscalated “two days past its use-by date” Food safety
“The yoghurt I picked up was two days past its use-by date. Then I waited 20 minutes at the only open till just to return it.”
Product Freshness & Expiry−88 Intent: Complaint · Emotion: Concerned “two days past its use-by date” Match confidence 94%
Checkout · Queue Time−72 Intent: Complaint · Emotion: Frustrated “waited 20 minutes at the only open till” Match confidence 91%
PERSONA · Time-Pressed Shopper — expects quick trips: short queues, open tills, easy returns.Confidence 88% Inferred from the review's language.
→ Case #5118 opened · Store Manager ✦ AI reply drafted · awaiting approval
Reputation Score 79 / 100 ▼ 3
  • Reviews, app stores and social in one inbox
  • One 0–100 Reputation Score
  • Aspect-level competitor benchmarks
  • ✦AI replies, human-approved

Not another review tool. Part of how you listen.

A standalone review tool

  • –Reviews in one place, surveys and calls somewhere else
  • –Its own sentiment model, its own numbers
  • –A separate login and a separate customer record

Cloud4Feed

  • ✓Reviews, social, surveys and calls on one platform
  • ✓The same AI engine and themes across every channel
  • ✓One 360° profile, one workflow, one set of dashboards
Collect

Every review and mention, in one inbox.

Connect review platforms, travel and booking sites, app stores, social channels and forums — mapped to each of your locations and brands.

Review platforms

GoogleTrustpilotYelp

Travel & booking sites

Booking.comTripadvisorExpediaHotels.comAgodaOtelPuan

App stores

App StoreGoogle Play

Social media

InstagramTikTokXFacebookYouTube

Forums & complaint sites

RedditŞikayetvarEkşi Sözlük

Don't see your source?

New review sites, local platforms and forums can be added quickly — tell us which one you need.

Request a source →
Station Road store → Google ✓ · Yelp ✓ CityFresh Market brand → Trustpilot ✓ · App Store ✓ · Google Play ✓
Synced 4 min ago

Third-party names and logos are trademarks of their respective owners, used for identification only. Their use does not imply endorsement.

Social listening

Track your brand, product names and hashtags — even when nobody tags you.

CityFresh#cityfreshCityFresh app
X · tagged @CityFresh“Your sourdough is unreal.”positive
Instagram · untagged“cityfresh station road on a saturday = queue simulator 😩”negativeUntagged mention
Reddit · r/UKgrocery“Is the CityFresh app worth it for weekly shops? How are the delivery slots?”neutralQuestion
TikTok · untagged“the self-checkouts at cityfresh are actually fast now 👀”positiveUntagged mention
🌐 Every language, read by the same AI engine
Analyse

One score you can trust — tied back to your survey data.

Every source is normalized into one 0–100 Reputation Score, read by the same AI engine as your surveys, and checked for suspicious patterns.

Unified Reputation Score

Station Road store
79/ 100
▼ 3 vs. last 30 days
Average rating4.1 ★ Sentiment score
−100…+100+48 Review volume (90 d)2,410 Response rate88% Avg. response time11 h
Awaiting reply14
Negative share18% ▼
Escalations3
EVERY SOURCE, ONE SCORE
Google 4.1 / 5 → 82 Trustpilot 3.9 / 5 → 78 Google Play 4.4 / 5 → 88
EXECUTIVE SUMMARY ✦
  • Reputation score is 79, down 3 vs. the previous period.
  • Most volume comes from Google.
  • Checkout queues grew fastest: +5 pp share of conversation.

Reviews and surveys, side by side

See whether what customers tell you in private shows up in public — and fix it before it does.

Survey NPS (left axis)Public rating (right axis)
604020
Wk 6 · Queue complaints rise in surveys Wk 9 · Public rating dips
5.04.03.0
Wk 1Wk 2Wk 3Wk 4Wk 5Wk 6Wk 7Wk 8Wk 9Wk 10Wk 11Wk 12
Top shared theme · Checkout QueuesMatched by store and date. Survey scores and the reputation score are shown side by side — never blended.
See how this ties back to your survey data → Surveys

Suspicious reviews, flagged

Spot bursts, repeated text and low-trust accounts — and flag them for your team.

⚑3 reviews flagged Same text · 3 accountsPosted within 2 hoursNew accounts Mark as reviewed
Benchmark

See where you win — and where rivals pull ahead.

Compare every topic customers talk about against your competitors, and every location against the rest of your network.

Sentiment score by topic (−100 to +100) · Last 90 days

ASPECTCITYFRESH
STATION ROAD		RIVAL ARIVAL B
Fresh produce+76+62 (−14)+52 (−24)
Prices & promotions+44+68 (+24)+58 (+14)
Product availability+60+54 (−6)+40 (−20)
Checkout speed−18+46 (+64)+12 (+30)
✦ Rival A leads on checkout speed by 64 points
Staff friendliness+74+48 (−26)+60 (−14)
Store cleanliness+70+64 (−6)+54 (−16)

A positive gap means the competitor is ahead.

COMPETITIVE SUMMARY ✦
  • You rank #2 of 3 businesses (you, Rival A, Rival B) by reputation score.
  • Largest gap: Checkout speed — Rival A leads by 64 points. View →
  • Strongest topic: Staff friendliness — you lead Rival A by 26 points. View →
  • Of 6 comparable topics, you lead in 4 and trail in 2.

Every location, ranked

Brand average 78View all locations →
#STORESCOREREPLIESAVG. TIMEESCALATIONS
1Riverside store86 ▲295%5 h0
2Station Road store79 ▼388%11 h2
3Northgate store Slow replies68 ▲161%2 d1
Grow

Turn happy customers into public reviews.

Invite promoters to share their experience publicly — and route unhappy customers to a private recovery instead.

Sent after a loyalty-card purchase
[Logo]CityFresh Market How likely are you to recommend CityFresh to friends and family? 012345678910
⤳ Invite when NPS ≥ 9
set per brand ▶ ▶
↗ NPS 9–10 · THANK-YOU SCREEN Thanks, Sarah! Would you share your experience with other shoppers? Review us on GoogleReview us on Trustpilot
↘ NPS 0–6 · PRIVATE RECOVERY Case opened · Store Manager · SLA 24h
↺ Unhappy customers go straight into Closing the Loop →

The invitation appears on the survey's thank-you screen — only for customers who've just told you they're happy.

Show your best reviews on your own website

An embeddable widget that shows your score and recent reviews — with filters for source, minimum score and order.

cityfresh.example/stores
Store finderRated 82 / 100 by our shoppers
Google★★★★★“Best fresh produce in the area.”Priya S.
Trustpilot★★★★★“Staff always go out of their way to help.”James L.
Google★★★★★“Ordering online takes two minutes.”Hannah W.
WIDGET SETTINGS SourcesGoogle, Trustpilot Minimum score80 OrderMost recent <script src="…/widget.js"></script>
Respond

Answer every review in your brand voice.

AI drafts a reply for every review and mention, trained on your past replies and brand guide. Your team approves anything negative or sensitive.

iPublishing takes two steps: approve, then publish. Every reply is a public statement on behalf of your brand.

Google ★★★★★Mark T. · Station Road store “Only two tills open on a Saturday — waited 20 minutes to pay. Staff were lovely though.” Checkout · Queue Time — negativeStaff — positive
✦ AI draft · Brand voice: Friendly & helpful

Hi Mark, thanks for shopping with us — and we're sorry you had such a long wait at the checkout on Saturday. We're adding more staff to the tills at weekend peaks at Station Road, and we're glad our team made you feel welcome. Hope to see you again soon! — Customer Care, CityFresh Station Road

Needs approval · negative review
Edit ↻ Regenerate
AFTER APPROVAL ✓ Published to Google · 2 min ago

Autonomy you control

Positive or rating-only reviews → Auto-reply
Negative or sensitive reviews → Always human-approved Locked

Alerts before it spreads

⚑ High risk · Food safety · auto-escalated→ Case #5118 · Store Manager
⚠ Rating drop · Station Road store · Google −0.3 in 7 days→ Case #5102 opened · Store Manager
Negative mentions ×3 in 24 h · TikTok

Set thresholds for ratings, sentiment and volume — every alert opens a task in the same case management your team already uses.

Every brand, one account

Brand: CityFresh Market ▾
CityFresh MarketGrocery & SupermarketsCityFresh ExpressConvenience storesCityFresh OnlineOnline grocery

Run several brands from one account — each with its own sources, competitors, brand voice and widget.

✦ Powered by the same AI engine that reads every review, call and survey answer → Conversation & Text Intelligence
Next steps

What happens after every review.

02 · ANALYZE Queue Time · negativeStaff · positive

Conversation & Text Intelligence

Every conversation, understood — in every channel and language. Learn more → → 03 · INSIGHT Top driver · Checkout queues

AI Insights & Predictive Analytics

Know what to fix first — and who's about to leave. Learn more → → 04 · ACT ✓Loop closed

Workflow & Closing the Loop

Close the loop with cases, alerts and win-back journeys. Learn more →

More feedback sources

Surveys →Ask the right question, to the right person — in minutes. Call Quality Monitoring →Score every call. Not just the few you have time to hear. Product & Competitive Intelligence →See how every product stacks up — attribute by attribute.

See your reputation in one place.

In a 30-minute walkthrough, we'll show your reviews, mentions and competitors side by side.

Request a Demo → Talk to sales
Already a Cloud4Feed customer? Activate this module →
↺Loop closed
Case resolved by the team
Case #5118 opened · Store ManagerLoop closed ✓
AI reply drafted · awaiting approval
Cloud4Feed
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
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Customers
Resources
BlogIdeas and practice in CX, EX and research.→GuidesHow to measure and act on NPS, CSAT, CES and more.→Reports & E-booksOriginal research, free to read.→
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogGuidesReports & E-books
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
Cloud4Feed

Insights. Connect. Growth.

hello@cloud4feed.com Istanbul, Türkiye

Platform

Platform Overview Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management Conversation & Text Intelligence AI Insights & Predictive Analytics

Solutions

Customer Experience Employee Experience Market Research Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector

Teams

Marketing Customer Experience Customer Service HR Product Management

Resources

Blog Guides Reports & E-books Customers

Company

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