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ORMmeaning and examples

Online reputation management: looking after what the internet says about you.

Since 201565+ in-house team6 cities

Updated 9 Oct 2026

Brands we have worked with

  • Sai Angan
  • Rupa Peekaboo
  • Tea Junction
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  • Veedol
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  • Avadh Sugar & Energy
  • Taj Cement
  • Weichai
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  • Honest AI
  • Walton
  • Supertron
  • Balrampur Foundation
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  • FIVB
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  • Linc
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Definition

ORM stands for online reputation management. It is the work of watching, improving and protecting what people find and say about your business on Google, review sites, social media and news pages.

Before people call a shop, join a school or order from a restaurant, they search the name. What shows up on the first page, and what the reviews say, shapes their choice. ORM is how you take care of that picture.

What ORM covers

  • Reviews: ratings and comments on Google, marketplaces and review sites.
  • Search results: what appears when someone searches your brand name.
  • Social media: comments, tags and posts about you.
  • News and forums: articles and discussion threads that mention you.

The basic steps

  1. Listen. Search your brand name every week. Set alerts for new mentions and reviews.
  2. Reply. Answer every review, good or bad, in a calm and polite way. Say sorry where you were wrong and offer to fix it.
  3. Ask. Ask happy customers to leave an honest review. Make it easy with a short link.
  4. Improve. Fix the cause of repeat complaints, such as slow delivery or rude staff.
  5. Publish. Keep your own website, listings and social pages up to date so they rank for your name.

A made-up example

Say a restaurant has 100 Google reviews with an average of 4.0 stars. That is 400 stars in total. Over two months, it asks happy diners for reviews and gets 50 new ones, averaging 4.8 stars. That adds 240 stars.

The new total is 640 stars across 150 reviews. Divide, and the average becomes about 4.3. Nothing was faked. More happy customers spoke up. This is a made-up example.

How ORM works for an Indian business

For many Indian shops, schools, service firms and manufacturers, the Google Business Profile is the first thing buyers see. Keep the name, phone number, timings and photos correct there. Reply to reviews in the language the customer used. Also check marketplace pages and local directories where your name appears.

Common mistakes

  • Buying fake reviews. Platforms do not allow them and customers can spot them.
  • Deleting or ignoring bad reviews instead of answering them.
  • Arguing with a reviewer in public.
  • Offering money for good reviews only, which skews the picture.
  • Waiting for a crisis before building a good base of reviews.

A crisis is easier to handle when you already have many honest reviews. For help, see our online reputation management service.

Related terms

  • Brand equity: the value people attach to your brand name.
  • Public relations: managing how the press and public see you.
  • Local SEO (search engine optimisation): helping nearby customers find you on Google and Maps.
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Straight answers.

  • In this context, ORM stands for online reputation management.

  • Only if it breaks the platform's rules. Otherwise reply politely and offer to fix the problem. Do not delete or ignore bad reviews, and do not argue with the reviewer in public. Say sorry where you were wrong, and fix the cause of repeat complaints, such as slow delivery or rude staff.

  • No. A local shop or school with a few bad reviews can lose customers as quickly as a big brand. For many Indian shops, schools and service firms, the Google Business Profile is the first thing buyers see. Keep its name, phone number, timings and photos correct, and reply to reviews.

  • Search your brand name every week and set alerts for new mentions and reviews. Answer every review, good or bad, in a calm and polite way. Ask happy customers for an honest review with a short link. Fix the cause of repeat complaints, and keep your website, listings and social pages up to date.