Here are common scenarios for troubleshooting Reputation Score.

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

To calculate industry benchmarks, our algorithm selects a representative sample of over 1,000 locations in your industry (Reputation.com customers and non-customers). We calculate an average score across all locations in the sample.

We also take the locations with the highest reputation in that sample (typically top 1%) and create an average score of those. That average is the best-in-class benchmark for that industry.

We can’t disclose who the businesses are or what their scores are. If you’re interested in those metrics, consider our Competitive Reporting options.

Is the industry standard / best-in-class specific to region or location?

Your score as a whole *is* industry- and region-specific (national). For example, the scoring algorithm differs between OEM businesses in UK vs. Retail businesses in US.

The industry standard and best-in-class use the same scoring algorithm. However, those scores are not broken down further for location-by-location comparison. If you know that locations in SW Arizona typically do better than NW Arizona, you’ll still compare them both to the national benchmarks for comparison.

User locale settings are not taken into account in Reputation Score calculations or benchmarks. Reputation Score does take into account the country associated with each location in the platform.

I got 20% more reviews this quarter. Why isn’t my score increasing?

???

• The score reflects a 30 day rolling average (see below), so day-to-day fluxuations won’t be as noticeable.
• 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.
  
  Suggested Yearly Target Gains For Score Brackets

  100 – 50%
  200 – 30%
  300 – 20%
  400 – 13%
  500 – 8%
  600 – 4%
  700 – 0%

How is Reputation Score calculated?

The Reputation Score is calculated on a 1,000 point scale, where 1,000 is the highest possible rating on the scale and 100 is the lowest possible score. There are nine components that have an impact on the score. Components are ordered by highest to lowest impact. Reputation Score takes into account different date ranges of data depending on the component. Some take into account all time data whereas others look at the last two years, one year, or less than one year.

When an event happens, such as a new customer review, it takes two days before the new review starts counting towards your score. It takes another 30 days before you see the full impact of that event on your score as the Reputation Score is calculated as a 30-day rolling average.

What does 30-day rolling average mean?

The Reputation Score is updated daily using the average of your Reputation Scores across the last 30 days (a 30-day rolling average).

For example:

• Today is May 1. The Reputation Score shown is the average of the Reputation Scores from April 1 – May 1.
• If you go back and look at what your score was on February 1, the score is an average of the Reputation Score from January 2 – 31.

Reputation Scores do not include data gathered from the previous two days as there is a two-day processing delay.

Why did my score go down?

There can be any number of reasons, but the most common reasons include a recent dip in the number of reviews on Google, a spike in negative reviews on Google, or a drop in response rate. Go to the Reviews tab, and look at the Sentiment Trend for Google.

Also look at the Responded Reviews chart to look for a dip over the last quarter (blue). Respond as soon as you can–especially to Google reviews. Negative reviews from Google that are unresponded hurt the most to the review response score. (Let us help you with Managed Response services!)

What do the percentages mean on each thermometer?

The percentages are there for you to quickly identify which thermometers require the most attention. The color goes from red to green as the percentage goes from 0-100%—the redder the thermometer, the more attention it requires.

The percentages are assigned based on our algorithm. Although we don’t provide the algorithm, we show you where each thermometer lands on a scale (with 100% being perfect) so that you have a consistent measurement across all areas. Consider the Star Average thermometer, for example.

Our 30-day star average is at a 4.8! However, if we extrapolate that 5-point scale to 100 (4.8×100/5), we should be at a 96%. What gives?
???
This metric measures each third-party review’s average star rating, with weights assigned to the popularity of the review site (Google and Facebook) and the position of the review. Even though the rating is high in this case, the positions of the reviews and the lack of star rating from other review sites might be impacting this score.