Online reputation management
Stage: Be chosenOnline reputation management
Shape what buyers see when they search your name: reviews, search results and AI answers, tracked every week.
Free AI SEO audit. See in seconds whether AI search can read, understand and quote your site.
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Your clinic★★★★★4.8 · 0.6 kmSmile Studio★★★★☆4.4 · 1.1 kmCity Dental★★★★☆4.2 · 0.9 km
Top 3 on the grid27 of 49Rating4.8Calls a month112
Illustration. 7 by 7 grid around one location.Trusted by partner brands
Why it matters now
Buyers check you before they call
Almost everyone reads reviews before choosing a business, and AI assistants now summarize those reviews for them. A few bad results on page one, or a weak summary, can cost you the deal.
96%of consumers read online reviews of local businessesBrightLocal Local Consumer Review Survey, 2025
48%read the AI review summary before any individual reviewBrightLocal Local Consumer Review Survey, 2025
Then
Bad reviewIgnore itPage one problemLost deals
Reputation was handled only when something went wrong.Now
Steady reviewsFast repliesStrong page oneTrust
Reviews, replies and search results are managed every week, before problems grow.What’s included
Everything buyers read about you
Six parts of every reputation program.
How we do it
Five steps, one owner
Part of your first 90 days. Every step has a date, an owner and something you can see.
Week 1 to 2Reputation auditReview sites, page one for your name and AI answers, all checked.You get a reputation baseline
Week 2 to 4Review programSet up review requests and reply guidelines.You get reviews flowing
Week 3 to 8Page one planStrengthen the results that should rank for your name.You get a stronger page one
Week 4 to 12AI and sourcesImprove the sources assistants quote about you.You get better AI summaries
Every weekMonitor and replyReply to reviews and report changes.You get a Monday report in Surface
Where opinions form
Your reputation lives on other sites
What buyers read about you comes from reviews, search results, forums and now AI summaries of all three. We work on each of them, not just your own channels.
40%25%20%15%
Review sites and MapsGoogle, Trustpilot, G2 and industry sitesSearch results for your nameWhat shows on page oneAI answersHow assistants describe youForums and socialReddit, LinkedIn and communities
Typical places buyers form an opinion before contacting a business. Illustrative.How we measure it
Every week, in Surface
Ratings, review volume, reply time, page one for your name and how AI assistants describe you, in one weekly view.
Everyreview replied toWeeklybrand search checks6AI engines monitored
- Average rating and review volume
- Reply time
- Page one results for your name
- Sentiment in AI answers
Your options
Four ways to manage reputation
Reply to reviews yourself, use a review tool, hire a PR firm, or run it with your search partner.
One team, no handoffs
Online Reputation Management (ORM) works best with the rest of search
The same team runs every service that feeds AI answers, so nothing waits on another vendor.
Online Reputation Management (ORM)you are hereGoogle Business ProfileWin the map pack in every locationAnswer engine optimizationGet named in ChatGPT, Gemini and AI OverviewsContent marketingGuides and pages buyers quote backSocial mediaPresence where buyers check youReddit AdvertisingSearch everywhere optimizationOne plan across Google, AI answers and Maps
Guides
Go deeper on Online Reputation Management (ORM)
Questions
What people ask about Online Reputation Management (ORM)
What is online reputation management?
Managing what people see and read about your business online: reviews, search results for your name, social mentions and AI summaries.
Can you remove bad reviews?
Only reviews that break platform rules can be removed, and we report those. For the rest, we reply well and grow genuine positive reviews.
Do you write fake reviews?
Never. Fake reviews break platform rules and the law in many markets. We only help you get genuine reviews.
Can you change what AI says about us?
Not directly. We improve the sources assistants quote, and track how their summaries change.
How fast can you help in a crisis?
We set up a response plan at the start, so the team can act quickly when something happens.
What is the minimum engagement?
We work in 90-day blocks with a 6-month minimum.
The full guide · 7 min readOnline reputation in the AI era: reviews, results and answers
How buyers form an opinion of you before they call, and how to manage each place they look.
- 01Where reputation forms
- 02Reviews and replies
- 03Page one for your name
- 04AI summaries
See what buyers read about you
Talk to a partner about a reputation review across reviews, search and AI answers.