Reputation Score

Reputation Score is in an indicator of how customers see you online.

The Reputation Score calculates your business’s performance across a variety of important online areas. You can use view results by location, date range, and other custom filters.

The Reputation Score also takes into account the local market and industry. These factors allow you to benchmark your business and see how your business stacks up to other businesses with regard to industry standard () and best in class ().

The Reputation Score is calculated on a 1,000-point scale, where 1,000 is the highest possible rating on the scale and 0 is the lowest possible score.

Thermometers

The total score is comprised of the following weighted components. For each component, you can compare your score against industry standard () and best in class ().

The most important factors are weighted left to right, top to bottom.

1. Star Average – What’s the first thing you see when you search for a local business online? Star average! The most important review sites are Google and Facebook.

Deliver a great experience! People who write reviews are generally very dissatisfied or very satisfied. If the service is average, people are unlikely to write reviews. You must earn a positive review.


 

2. Review Volume – The next thing you might look for after searching for a business is the number of reviews that went into that star average. You’ll trust a star average with 1,000 reviews over 5 reviews.

Actively request reviews from customers using tools like Reputation Live. Explain that you are striving to deliver the best service and that you feel proud and motivated when you hear positive feedback from customers.


 

3. Review Recency – Next, look to see the date of the reviews. If no reviews were left in the last few months, you might wonder if the business is no longer open or relevant.

Request reviews regularly. Using an integration, you can even automate review requests after each customer transaction.


 

4. Review Length – Which review has more impact to you: “It was great.” -OR- “Tim was amazing and explained all of my financing options. I can’t wait to drive across the country in my new car!”

Although a reviewer’s length is not something you can necessarily control, this metric is still important in understanding a consumer’s perception of your business and their willingness to trust the review.


 

5. Review Spread – Google is always #1; it’s the on-ramp to everything else online. Facebook is also a major player. However, it’s important to have review presence on a variety of other review-enabled sites.

Don’t overlook review sites specific to your industry. Although not every tail site is relevant, it’s important to have a review presence on some of those sites. Our request templates take into account review spread, which is why we recommend using Reputation.com inserted links as opposed to manual to ensure you’re asking across the sites that have the most impact on your score.


 

6. Review Response – Consumers need to see responses that are courteous and that offer direct methods of contacting them. Even a negative review is often looked at more favorably if the business responded.

Best practice is to respond to 100% of negative reviews and 20% of positive reviews. Increasing your response rate is something you can do immediately to improve your online reputation. Let us help you with managed responses!


 

7. Search Impression – When you search for a local business, does it have a Google Knowledge card and is all the information correct (map, photo, star rating, click-and-call)? What are the first few search results?

Using a widget to generate your own star rating on your website can lift your page higher in search results.


 

8. Listing Accuracy – Does the location information of the business match what actually shows up on Google? What about other sites?

Correcting business listing information is an easy, immediate action you can take to improve reputation. If you’re not currently auditing your business listings through the platform, ask your CSM how.


 

9. Social Engagement – Does the business have a social presence and are the posts getting engagement? Businesses that are active on social media tend to convert more researchers into customers.

Regularly post content on social channels, and respond to comments within 24-48 hours. This metric currently measures engagement on Facebook based on views, fans, likes, and engaged users.

 
 

Thermometer Options

To download the thermometer data in CSV, click the Download button in the top, right corner of the Thermometers. Options include: Summary – Monthly, All-time and Detail – Daily, Last 12 Months.

Operations that take time to process large amounts of data may invoke a pop-up window that allows you to either wait for the operation to continue as a download (must stay on the same screen) or to be notified via email with a link to the download (can move to other screens).

Trend

The trend option allows you to view total score over time, using the date range selected.

Trend Options

To access additional options, click the ellipses in the top, right corner of the Trend graph. .

Options include: Download PDF, Download CSV, Schedule, or Forward. Any filters that are currently applied to the data set will persist to all review options.

Operations that take time to process large amounts of data may invoke a pop-up window that allows you to either wait for the operation to continue as a download (must stay on the same screen) or to be notified via email with a link to the download (can move to other screens).

Download PDF

Export the current data set into a PDF report. The Title Page of the report includes your account logo, name of the report (Reputation Score Trend), time period selected, and locations selected.

Download CSV

Export the current data set into a CSV format.

Schedule

Create a scheduled report to automatically send an email with the current data set as a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a report Name, Frequency (Daily, Weekly, Monthly, Quarterly, Yearly), Subject, and Message to include in the body of the email. Emails include a link to download the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials).

You can edit scheduled reports from the Reports tab.

Forward

Send the current data set via email with a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a Subject and Message to include in the body of the email. Emails include a link to download the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials).

Frequently Asked Questions

Here are common scenarios for troubleshooting Reputation Score.

“Hey, I got 15 new positive reviews this month. Why didn’t my score go up?!

  • Where did those “new” reviews come from. If the positive reviews were all on YP, while meanwhile you got 3 negative reviews on Google, the Google reviews are always going to have a bigger impact. Not all review sites are treated equally.
  • The higher score that you get, the harder it is to improve. Improvement is measured in much smaller, incremental changes as you near a perfect score.
  • The score reflects a 30 day running average, so day-to-day fluxuations won’t be as noticable.

Who are the businesses that I’m compared against in “Industry Average,” and how do I find out their scores?

Our algorithm searches 1,000 random businesses in your category to generate a score for them, even if they aren’t one of our customers. We can’t disclose who the businesses are or what their scores are.

Why did my score go down?

There can be any number of reasons, but one of the most common reasons is a drop in response rate. Go to the Reviews tab, and look at the Responded Reviews chart to look for a dip over the last quarter. Respond as soon as you can. For Google’s SEO, review response is weighted about 15%!