Map reviews: from missed complaints to a clear workflow
Vladimir RossausContext
Helped organise reputation work: notice a review, classify the issue, respond and route it to the person who can resolve it.
- Project
- Faeton
- Period
- October 2016 / March 2017
- Area
- SERM / Reputation
Task
The problem and my role
At the fuel network, contributed to handling reviews and mentions on maps and social platforms. Fragmented handling left some messages unanswered or lost after escalation. Worked with process participants to formalise response and escalation. Also contributed to digital reach campaigns.
Solution
Building the workflow
Notice
Collect reviews and mentions in one list with platform and timestamp.
Classify
Identify a question, service issue, factual error or other message.
Respond
Give a substantive answer within an agreed time. Polite templates do not replace a solution.
Route
Send the issue to someone able to address the cause. Retain an owner and status.
Review causes
Assess recurring issues and handling time. Feed findings back into service and communication.
Metrics
How I assess review handling
- Negative feedback unhandled
- 63 → 18%
Share of comparable incoming feedback
- Median first-response time
- 48 → 12 h
Calculation for comparable four-week periods
- Workflow steps
- 5
From monitoring to reviewing causes
Assessing complaint handling
Unhandled negative feedback
Chart values
| Metric | Before the process | Working process |
|---|---|---|
| Unhandled negative feedback | 63 % | 18 % |
What counts as an outcome
Fewer lost messages
Track the entire incoming flow with a status for every message. Assess negative feedback without a substantive answer and time to first response.
Beyond a closed status
A formal reply does not establish resolution. Check reopened issues, repeat complaints and causes the team can actually address.
Conclusions
What the case demonstrates
Helped organise reputation handling. Assess messages without substantive responses, response speed and repeat complaints. The calculation shows how I compare these measures.
The approach at a glance
- Keep a review in the workflow until it has a clear status
- The issue determines the response and owner
- Assess response speed and recurring causes
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