Online Reputation Management Market Definition

Online reputation management software allows companies to monitor users’ online reviews and promote positive experiences through online review platforms. Companies hoping to promote their brand through positive online user reviews will use online reputation management software to capture negative experiences. The products also provide mechanisms for users to submit new reviews through email or advertising campaigns. The products provide platforms that marketing teams use to aggregate and interpret their company’s online reputation. Teams will often utilize digital forms provided by the platform to conduct email campaigns and harness new reviews. Many products also possess monitoring tools to discover discussions and posts from users on social media. These products differ from social media monitoring software in that they aim to collect online reviews, but can include social media features. There is confusion, but little crossover with product review software. Those tools host customer reviews on e-commerce sites and provide little monitoring or management capabilities.

To qualify for inclusion in the Online Reputation Management category, a product must:

• Monitor online review sites for new and existing negative reviews
• Have a management platform to aggregate and interpret online reviews
• Create alerts and reports regarding a brand's current online reputation
• Provide forms or a vehicle to garner new online reviews

Results Index Description

A product’s Results score is calculated by a proprietary algorithm that factors in real-user satisfaction ratings for a number of results-related review questions. Software buyers can compare products in the Online Reputation Management category according to their Results scores to streamline the buying process and quickly identify the products that produce the best results based on the experiences of their peers. For sellers, media, investors, and analysts, the Index provides benchmarks for product comparison and market trend analysis.

Badges are awarded to products for: Best Results (highest overall Results score), Best Estimated ROI (based on a combination of estimated time to ROI and time to go live), and Users Most Likely to Recommend (highest likelihood to recommend score).

Products included in the Small-Business Results Index for Online Reputation Management | Fall 2024 have received both a minimum of 10 reviews and 5 responses from real users for each of the results-related questions featured in our review form by August 27, 2024. These ratings may change as the products are further developed, the sellers grow, and as additional opinions are shared by users. A new Results Index report will be issued for this category as significant data is collected.