From listening to strategy: monthly reports that drive decisions
The gap between having monitoring and benefiting from it is the monthly report. Done badly, it is a data dump nobody opens twice. Done well, it is where reputation becomes management.
The one-page structure
- The numbers, trended: volume, net sentiment, response coverage and speed, review velocity, share of voice, each against last month and baseline
- What drove the movement: two sentences per notable shift, sentiment dip traced to delivery complaints in week two
- Three quotes worth reading: the month's most instructive praise, criticism and question, verbatim
- Actions taken and results: last month's fixes, and what the data says they achieved
- Decisions requested: the one or two operational changes the evidence supports
The discipline that makes it strategic
Every complaint theme gets an owner or an explicit decision to accept it. "Parking complaints: accepted, no action possible" is a legitimate line; themes floating unowned month after month are how listening becomes wallpaper.
Connecting to the wider business
Reputation data belongs beside sales and service metrics, not in a silo: sentiment shifts often lead revenue shifts, complaint themes predict churn, and campaign echoes show what marketing actually landed. When the managing director quotes the mention report in a trading meeting, the programme has arrived.
The test of a good report
A stranger reading twelve months of them should be able to tell the story of the business's year. If they cannot, the reports are recording, not steering.
MyView watches every mention of your brand and tells you what needs a reply.
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