Retrieval and analysis of online reviews and feedback

Purpose

1.1. Retrieve and analyze customer reviews and feedback from multiple online platforms to measure sentiment, identify trends, respond promptly, and drive targeted marketing strategies.
1.2. Aggregate insights to inform service improvements, campaign adjustments, social engagement, and management decisions, with focus on brand perception for family entertainment venues.
1.3. Automate extraction, categorization, and workflow routing for rapid actionable intelligence to marketing, operations, and guest experience teams.

Trigger Conditions

2.1. New review or feedback submission detected on supported online platform.
2.2. Scheduled intervals (e.g., hourly, daily) for pulling latest review data.
2.3. Specific brand, keyword, or sentiment match appears on monitored channel.
2.4. Custom event triggers, such as a spike in negative sentiment or multiple reviews identifying a specific service aspect.

Platform Variants

3.1. Google Business Profile
• Feature/Setting: Reviews API—configure for polling new reviews and capturing rating, reviewer, and text.
3.2. Facebook Graph API
• Feature/Setting: /ratings endpoint—set permissions for public review extraction and trigger on new comments.
3.3. Yelp Fusion API
• Feature/Setting: Business Reviews endpoint—API key configuration; filter reviews by rating and date.
3.4. TripAdvisor Content API
• Feature/Setting: Review retrieval endpoint—poll recent reviews and extract sentiment text.
3.5. Trustpilot Business API
• Feature/Setting: GET reviews—connect via OAuth; flag and route according to star rating.
3.6. Booking.com Partner API
• Feature/Setting: Review Fetch endpoint—pull reviews and push alerts to teams.
3.7. Instagram Graph API
• Feature/Setting: Hashtag and mention tracking—monitor posts and stories with brand mentions.
3.8. Twitter/X API
• Feature/Setting: Search/tweets endpoint—search for mentions and filter by sentiment keywords.
3.9. Hootsuite
• Feature/Setting: Streams for review channels—real-time trigger on new feedback.
3.10. Sprout Social
• Feature/Setting: Social Listening—aggregate multi-platform reviews and comments.
3.11. Podium
• Feature/Setting: Review Inbox—API for consolidated review retrieval, automate categorization.
3.12. Reputation.com
• Feature/Setting: Review Monitoring API—schedule regular data fetch and alert routing.
3.13. Capterra Vendor Portal
• Feature/Setting: Webhooks for new reviews—automated download of each submission.
3.14. SurveyMonkey
• Feature/Setting: Response Webhooks—integrate survey feedback with review workflow.
3.15. Slack
• Feature/Setting: Incoming Webhooks—route urgent feedback for immediate team attention.
3.16. Microsoft Power Automate
• Feature/Setting: Connectors for Google, Facebook, and Yelp—multi-channel aggregation.
3.17. Zoho Social
• Feature/Setting: Listening Dashboard—setup keyword/brand review triggers.
3.18. Zendesk
• Feature/Setting: Ticket API—convert negative reviews to tickets for customer service.
3.19. Intercom
• Feature/Setting: Integrations—automate customer follow-up on feedback received.
3.20. Tableau
• Feature/Setting: Data Extract connector—periodically import reviews for visualization.
3.21. Power BI
• Feature/Setting: Custom dataflows—integrate, analyze, and dashboard review sentiment.
3.22. Mailchimp
• Feature/Setting: Automated Segments—target campaigns to reviewers based on sentiment.
3.23. Salesforce Service Cloud
• Feature/Setting: Service Bot—route reviews as cases for structured response workflows.

Benefits

4.1. Increased responsiveness to customer sentiment and public reputation.
4.2. Rich data for refining marketing and guest experience strategies.
4.3. Automated alerts ensure urgent issues are escalated.
4.4. Aggregated insights support trend identification and competitive benchmarking.
4.5. Reduced manual monitoring—free team resources for high-value activities.
4.6. Higher customer satisfaction through faster, organized follow-up.