Review and social monitoring
Monitor public reviews, social comments, location ratings, and open-text feedback across channels.
Public reviews and social listening
Understand what customers already say publicly
Analyze public business reviews and social feedback across locations. Identify recurring issues, rating gaps, and customer experience patterns before you deploy continuous feedback collection.
Best for
Multi-location retail Restaurants Hospitality Clinics Franchises Regional operations Service brands
Two public feedback modes
Monitor public channels or start with a review gap analysis
Use public feedback as a diagnostic layer. It shows what customers already say, then PXP collectors help you measure the experience continuously.
Review gap analysis
Analyze historical public feedback to identify the biggest experience gaps before launching new collectors.
Public sources
Bring review and social signals into one CX view
Google Business reviews
Scrape and analyze public business reviews across locations to find recurring issues.
Public review platforms
Organize review text by topic, sentiment, urgency, location, and operational theme.
Social comments and mentions
Listen for customer complaints, compliments, and emerging risks across public social channels.
Location-level ratings
Compare branches, stores, restaurants, hotels, regions, or franchise groups.
Gap analysis
Start by finding what public reviews already reveal
Before installing kiosks, launching QR feedback, or sending SMS and email surveys, analyze existing public reviews to see where customer experience gaps already appear.
Multi-location review analysisPublic CX gap report
Sample view
Top issue gaps
Wait time78%
Cleanliness62%
Staff attitude54%
Product availability41%
Location signals
Downtown3.8-12%
Airport4.1+4%
North Mall4.6+9%
Recommended focus
Launch washroom cleanliness feedback in 12 sites
Monitor wait time after weekend staffing change
Use QR and SMS to measure improvement monthly
Multi-location intelligence
Turn public feedback into location-level priorities
Top issues by location
See which locations mention cleanliness, wait time, staff attitude, product availability, or service gaps.
Recurring complaint patterns
Find repeated issues hidden inside reviews so teams can prioritize the right fixes.
Rating gaps by region
Compare ratings and sentiment across cities, districts, regions, or business units.
Brand reputation drivers
Understand which experiences create public praise and which ones damage reputation.
Emerging issue trends
Spot changes in complaint volume, rating movement, and topic sentiment before they spread.
Customer language themes
See the words customers repeatedly use to describe service, staff, facilities, and products.
Why it works
Public reviews are the starting point, not the whole program
PXP can use public reviews to reveal current gaps, then connect those findings to collectors, dashboards, alerts, and ongoing measurement.
Start with existing public feedback
Use reviews customers already left to identify the highest-priority CX gaps.
Built for multi-location teams
Compare patterns across locations, regions, brands, departments, and operating models.
Move from diagnosis to monitoring
Use PXP collectors to continuously measure whether improvements are working.
Detect emerging risks
Spot issue spikes and reputation risks before they become bigger operational problems.
Use public review analysis when
- You want to understand what customers already say before launching new feedback collection.
- You need location-level issue patterns, rating gaps, and public reputation drivers.
- You want a practical starting point for CX planning and operational priorities.
Use PXP collectors when
- You want structured, in-the-moment, continuous measurement going forward.
- You need QR, kiosk, SMS, email, app, or voice feedback at specific customer touchpoints.
- You want to monitor whether actions taken from the gap analysis are improving the experience.
Start with a public review gap analysis
Show us your locations and public review sources. We will help identify recurring issues, location gaps, and where continuous feedback collection should start.