How to Track Team Member Mentions in Customer Reviews — Automatically

We've released an enhancement to our ‘Team Performance’ feature that allows customers to listen for mentions of their team member names in Yonder survey feedback, Google My Business Reviews and Facebook Reviews!

How to Track Team Member Mentions in Customer Reviews — Automatically

Your customers are already talking about your team. They're naming guides, front desk staff, and crew members in their Google reviews, TripAdvisor feedback, and Yonder survey responses every day. The challenge is finding those mentions without spending hours manually searching through hundreds of reviews. Yonder's @Mentions feature does it automatically — here's how it works and why it matters.

Why Monitoring Team Mentions in Reviews Is Worth Your Time

Staff recognition is one of the most powerful tools for building a motivated, high-performing team — and customer feedback is the most credible source of that recognition. When a guide hears that a guest specifically named them in a glowing review, it means far more than any internal compliment.

As Christian De Vega, Operations Manager at Hobbiton Movie Tours, put it: "The feedback from customers gives warm fuzzy feelings to our guides — gives them a big smile and a confidence boost."

But finding those mentions manually is time-consuming. Most operators either skip it entirely or rely on someone to trawl through reviews and copy snippets into a spreadsheet — a task that's easy to deprioritise when you're busy.

Introducing Yonder's @Mentions Feature

Yonder's @Mentions feature is an enhancement to the Team Performance dashboard within Yonder's Reputation Management tools. It automatically listens for mentions of your team members' names across every connected review source — Yonder direct surveys, Google Reviews, and Facebook Reviews — and surfaces them all in one place.

No manual searching. No spreadsheets. Just a clear, organised view of every time a team member has been mentioned, with the full comment available to read and share.

Real Time Savings — A Real Example

Jess Willow, Guest Services Manager at Ziptrek EcoTours, describes exactly the kind of time saving operators experience: "We like to provide our operators' manager with a weekly summary of feedback about the guides, and that gets shared in regular team meetings. I used to manually go through all reviews and copy snippets into a spreadsheet. Now, with the Yonder Team Mentions feature, it automatically categorises mentions of all our guides which makes it super quick and easy to share."

That's not just a time saving — it's a better outcome. More consistent, more comprehensive, and far more likely to actually happen every week rather than slipping when things get busy.

How It Works

Setting up @Mentions takes just a few minutes:

Step 1: Create a team member in your Yonder dashboard — guides, front desk staff, crew, whoever you want to track.

Step 2: Add alternative names — nicknames, shortened names, or variations that customers commonly use when referring to that person.

Step 3: View the dashboard — Yonder automatically surfaces a summary of all team members and how many times each has been mentioned across all connected review sources. Drill down into any team member to see every individual comment.

Step 4: Share with your team — whether that's in weekly huddles, monthly performance reviews, or a dedicated recognition moment, the data is ready to use.

Celebrate the Best and Address the Rest

@Mentions isn't just about recognition — it's about accountability too. When you can see at a glance which team members are consistently earning positive feedback and which are generating concerns, performance conversations become more objective and more productive.

Combined with Yonder's AI Smart Summaries — which automatically summarise review themes by topic each month — and the broader Reviews and Survey tool which collects structured team feedback directly in your Yonder customer surveys, you have a complete picture of team performance drawn from both direct feedback and public reviews.

Go Even Deeper With the Team Feedback Survey Feature

@Mentions captures what customers say organically in reviews. For even richer, more structured team performance data, Yonder's Team Feedback feature lets you add a specific team question to your post-experience survey — asking customers directly who they interacted with and inviting structured feedback on what went well and what could be improved.

The results roll up into the same Team Performance dashboard, giving you both the unstructured voice-of-customer data from @Mentions and the structured survey data from the Team Feedback question — all in one place, connected to booking data for full context.

Ready to Start Tracking Your Team's Impact?

If you're already a Yonder customer, @Mentions is available in your dashboard now — simply add your team members and their alternative names to get started. It's included across Yonder's Reviews and Reputation Management plans.

Not yet using Yonder? Book a demo to see how the full platform — including @Mentions, AI Smart Summaries, AI-crafted review replies, and the Team Performance dashboard — can work for your tourism business.