Single-location local businesses
Owners whose maps listing shows an old address or unanswered reviews get listing corrections, reply drafts for approval and a monthly report on ratings.
Online reputation management
For business owners who want an accurate picture of their brand online. We monitor reviews and search results, then draft replies and fix listings on an agreed monthly plan.
Get a free reputation audit planSee what is included
- Review monitoring across agreed platforms
- Reply drafts approved by you before posting
- Monthly reporting on reviews and search results
Quick answer
Online reputation management is the ongoing work of monitoring and improving what people see about a business in search results, review sites and maps listings. Pugmarks Media tracks new reviews, drafts replies for your approval, corrects inaccurate listings and sends a monthly report. Results depend on your starting point and market.
01Overview
What is online reputation management?
Online reputation management is the practice of shaping what people find and read about a business when they search for it, including search results, review sites and maps listings. It combines monitoring, response and correction, so the picture customers see matches how the business actually operates.
Consider a dental-supply shop with a 4.6 average rating on Google. A customer searches its name and sees a single angry review at the top, an old address on a directory and no reply from the owner. Each of those is small, but together they can make a new customer hesitate.
Reputation work addresses each of those points in turn. The review gets a calm, factual reply. The directory listing is corrected. A routine is set up to ask satisfied customers for honest reviews, so recent feedback reflects the typical experience and not only the unhappy exceptions.
The work is ongoing, not a one-off fix. New reviews arrive weekly, listings change and search results shift as new pages are published. That is why monitoring sits at the center of the service.
Reputation management is not the same as hiding criticism. Genuine negative reviews generally stay on the platform, and the realistic goal is to respond well, correct what is wrong and build a fuller, fairer record over time.
02Fit
Who online reputation management is for
Multi-location brands
Brands with uneven ratings across branches get one view of reviews by location, a ranked list of problem listings and consistent reply drafts.
Doctors and clinics
Practices worried about public feedback get careful, hedged reply drafts. See our reputation management for doctors page for details.
Online stores
Ecommerce owners whose brand search shows complaint pages or thin reviews get a brand search review and a policy-compliant review request process.
Businesses facing a damaging search result
Owners who find a negative page when they search their own name get an audit, a prioritized plan and monthly tracking of that result.
Founders and executives
Individuals whose name search shows outdated or inaccurate links get monitoring of those results and a plan to correct what can be corrected.
03Scope
What's included
- Brand search reviewWe check what appears when people search your brand name and related terms, then flag damaging or outdated results. Useful for owners who have not searched themselves recently.
- Review monitoringWe track new reviews and mentions across the platforms you agree on, so owners of single or multiple locations see problems early instead of finding them by chance.
- Review reply draftsWe write suggested replies to positive and negative reviews. You approve every reply before it is posted, which keeps the tone and any sensitive details under your control.
- Listing correctionsWe update wrong addresses, hours and business details on maps listings and directories. Local businesses and multi-location brands use this to stop customers reaching outdated information.
- Review request processWe set up a simple, policy-compliant way to ask satisfied customers for honest reviews. Businesses with few recent reviews can use it to build a steadier stream.
- Monthly reportingWe send a monthly report on ratings, review themes and search results. You see what changed, what we handled and what to prioritize next.
04Process
How our online reputation management works
6 steps. You always know what's next.
The same path for every engagement.
11 call, about 1 week to arrange (estimate)
Hold a discovery call
We ask which locations, review platforms and search terms matter to you. You provide business details and account access. You receive a short written summary of scope and priorities.
2Weeks 1-2 (estimate)
Audit your online presence
We review brand search results, review sites, maps listings and social profiles. You provide access where needed. You receive an audit listing inaccurate details, unanswered reviews and damaging or outdated results.
3About 1 week (estimate)
Agree strategy and work plan
We rank the problems by impact and propose a monthly plan covering platforms, reply tone and listing fixes. You review and approve it. Nothing goes live before you agree.
4Weeks 2-3 (estimate)
Set up review monitoring
We configure tracking for new reviews and mentions across the platforms you chose. You confirm the platform list and who should be alerted. You receive early notice of problems.
5Weeks 2-4, then monthly (estimate)
Fix listings and draft replies
We correct wrong addresses, hours and profile details, and write replies to positive and negative reviews. You approve every reply before posting. You receive accurate listings and consistent responses.
6Monthly
Report and refine monthly
We send a monthly report on reviews, ratings and search results, then adjust the plan. You give feedback on priorities. You receive clear progress notes and next actions.
05Deliverables
What you get
| Deliverable | What it is | Cadence | Starts in |
|---|---|---|---|
| Discovery call summary | Written scope covering locations, review platforms and search terms | One-time | Week 1 |
| Reputation audit | Review of brand search results, review sites, maps listings and social profiles | One-time | Weeks 1-2 |
| Strategy and work plan | Problems ranked by impact, with agreed actions and owners | One-time | After the audit, about 1 week |
| Listing corrections | Fixes to inaccurate addresses, hours and business details on agreed listings | Monthly | After plan approval |
| Review monitoring | Tracking of new reviews and mentions on agreed platforms | Ongoing, checked monthly | After plan approval |
| Review reply drafts | Suggested replies to positive and negative reviews, posted only after your approval | Monthly | After plan approval |
| Review policy flags | Reviews that may break platform content policies, reported for removal requests | As needed | After plan approval |
| Search result review | Check for damaging or outdated results, with recommended actions | Quarterly | After the first quarter |
| Reputation report | Summary of reviews, ratings, search results and work completed | Monthly | End of first month |
06Compare
Online reputation management: in-house team, agency or Pugmarks Media
Swipe to compare →
| Criteria | In-house | Typical agency | Pugmarks |
|---|---|---|---|
| Time to start | Depends on hiring and training | Varies by agency onboarding | Discovery call and audit first, then an agreed plan before changes go live |
| Specialisation | Generalist staff alongside other duties | Varies; often a broad marketing mix | 25+ SEO specialists, with reputation work tied to search and listings |
| Reporting | Set by your own team | Varies by contract | Monthly reporting on reviews and search results |
| Cost model | Salaries, tools and management time | Retainer or project fee | Scoped to profiles, pages, locations and market competition; see pricing page |
| Risk | Single points of failure if staff leave | Depends on account handling and contract terms | Reply drafts need your approval before posting |
| Flexibility | High control, limited extra capacity | Often fixed by package | Plan agreed with you and adjusted as priorities change |
07Cost
What does online reputation management cost?
The cost of online reputation management depends on scope: how many review profiles and listings need work, how many locations you run, and how competitive your market is. A single-location shop with a few listings needs less than a multi-branch brand with uneven ratings. For a quote based on your own profiles, see our pricing page or contact our team.
Package prices are published so you can compare before you call.
See all packages11Years in business
08Proof
Results for clients like you
Only results our clients have approved for publication. No made-up logos or numbers.
FAQ
Frequently asked questions
Still have a question?
Ask us directly. We reply with honest next steps, even if that means we're not the right fit.
Ask our teamWhat does an online reputation management company do?
An online reputation management company monitors what people see about your business in search results, review sites and maps listings, then works to correct problems. Our team tracks new reviews, drafts replies for your approval, fixes inaccurate listings and sends a monthly report on reviews and search results.
Can negative reviews be removed from Google?
Negative reviews can be removed only when they break the platform's content policies, such as spam, fake or off-topic posts. Genuine critical reviews usually stay. We can help you flag policy violations and draft calm, professional replies, which often matter more to new customers than the review itself.
How long does online reputation management take?
Online reputation management is ongoing work, but the first steps are quick to schedule. Our estimate is a discovery call within about a week, an audit in weeks 1-2, and a strategy about a week after that. Visible changes in search results depend on your starting point and market.
How much does online reputation management cost?
The cost depends on scope: how many review profiles and listings need work, how many locations you run, and how competitive your market is. A single-location shop needs less than a multi-branch brand. See our pricing page or contact our team for a quote based on your own profiles.
Do I approve review replies before they are posted?
Yes, you approve every reply before it goes live. We write suggested responses to positive and negative reviews, and you edit or accept them. This keeps tone and any sensitive details under your control, which matters especially for clinics and other businesses with privacy concerns.
Who needs online reputation management?
Any business whose customers check reviews or search its name before buying can benefit. That includes single-location shops, multi-location brands, online stores and clinics. If your maps listing has an old address or unanswered reviews, that is a common sign the work is worth doing.
What happens after the first audit?
After the audit, we rank the problems by impact and agree a strategy and work plan with you. No changes go live until you approve that plan. The first fixes, such as listing corrections, follow it, and monthly reporting then shows reviews and search results.
Can you guarantee a better reputation or higher ratings?
No, we cannot guarantee ratings, rankings or revenue. Results depend on your starting point, your market and how customers actually experience your business. What we can commit to is the work: monitoring, reply drafts, listing corrections and monthly reporting, all agreed with you in advance.
09Keep reading
Related services and guides
Related pages cover reputation management for doctors, SEO consulting, Magento SEO, PPC management and web development for businesses.
Get in touch
Talk to our team about your online reputation
Online reputation management is the ongoing work of monitoring and improving what people see about your business online. Contact our team to talk through your locations, review platforms and search results, and to see what a first discovery call involves.
