NPS & Customer Sentiment Analysis
NPS tracking turns every customer interaction into measurable feedback so you know exactly where each location stands. By automating review requests through your existing POS and CRM systems, you capture sentiment at the moment it matters most — right after the customer experience.
Automated Review Requests
Connect your POS & CRM for hands-free outreach
Reputation Arm integrates directly with the tools you already use. When a customer completes a transaction in your POS or gets added to your CRM, an automated review request goes out via email or SMS — branded with your business name and optimized for maximum response rate.
No manual exports, no copy-pasting customer lists. The system runs continuously in the background, capturing feedback from every customer without your staff lifting a finger.
Supported integrations
Don't see your platform? Our REST API and Zapier integration connect to 5,000+ apps.
Customer Experience Management
Measure, understand, and improve every touchpoint
NPS scores give you the headline. Sentiment analysis gives you the story. Together, they tell you exactly what customers love, what frustrates them, and where to invest to move the needle.
3–5×
increase in monthly review volume within 60 days of automated outreach
72%
of customers will leave a review when asked — most businesses never ask
15 min
average time from customer visit to personalized review request sent
40%
reduction in negative public reviews when NPS pre-screening intercepts unhappy customers
Platform Features
From import to insight in five steps
Quick Customer Import
Upload customer lists via CSV or connect your POS/CRM for automatic syncing. New customers are added to your outreach pipeline in real time — no manual data entry, no missed opportunities.
Automated Outreach
Trigger review requests automatically after a purchase, appointment, or service visit. Set timing rules (e.g., 2 hours after checkout) and frequency caps so customers are never over-contacted.
Branded Communications
Every email and SMS goes out with your logo, colors, and messaging. Customers see a request from your business — not a third-party tool. Custom templates let you match the tone of each location or brand.
Inbox & Response Hub
All incoming reviews, NPS responses, and customer feedback flow into a single inbox. Filter by location, rating, sentiment, or platform. Respond directly from the hub without switching between tabs.
Reporting & Insights
Track NPS trends, sentiment shifts, and review velocity by location, time period, or campaign. Identify underperforming locations, spot operational issues before they escalate, and measure the impact of changes with weekly or monthly reports.
Personalized Responses
Every review gets a thoughtful, on-brand reply
Generic "Thanks for your feedback!" responses hurt more than they help. Our platform drafts personalized replies that reference specific details from each review — the service mentioned, the staff member praised, the issue raised — in your brand voice.
Set rules to auto-publish positive review responses and route negative reviews to your team for approval. The result: faster response times, consistent messaging, and customers who feel genuinely heard.
Tone matching
Responses match your brand — professional, friendly, empathetic, or casual. You define the voice once; the system applies it everywhere.
Escalation workflows
Critical reviews (1-star, specific keywords, repeat complainers) trigger instant alerts and escalation to the right team member.
Response analytics
Track response rates, average response time, and customer follow-up sentiment by location to measure team performance.
Ready to hear what your customers really think?
Get a walkthrough of NPS tracking, automated review requests, and sentiment dashboards tailored to your locations.