Topics and rising complaints

RepOcean sorts each review into topics, such as staff, waiting time or price, and notes whether it’s praise or a complaint. You can see at a glance what people talk about most.

See your topics

1. Open Insights and find What customers talk about.
2. The first time, choose Sort past reviews so your existing reviews are tagged. New reviews are tagged automatically from then on.

Each topic shows how often it comes up: blue for praise, grey for complaints. The small chart shows the last six months.

Topics are: Staff & friendliness, Service quality, Waiting time, Price & value, Product / treatment quality, Cleanliness, Atmosphere, Communication, Booking & availability, and Location & parking.

Warnings when complaints rise

If complaints about a topic suddenly grow, for example at least three in the last 30 days and at least double the usual rate, RepOcean warns you:

• on the Insights topics card,
• at the top of your dashboard,
• and by email to owners and managers.

Catching a problem early, like a new staff member or longer waits, stops it turning into many bad reviews.