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Reputation Score X

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Reputation Score is a comprehensive index of business locations’ digital presence, calculated for over 70 industries.


Reputation Score X calculates your business’s performance across a variety of important online areas in visibility, engagement, and sentiment. Learn how to improve your score, what is impacting your score, and why your business’s performance is leading or trailing compared to peers in your industry.

The higher your Reputation Score is, the greater the likelihood you will stand out among search engines, map results, and on review sites—and are doing the right things to be seen and chosen by new consumers.

You can view results by location and custom filters. Certain charts also allow filtering by date range (last 30, 60, 90, or 365 days from the data generated date).

Reputation Score X shows your most recent score. Select custom date ranges for Reputation Score in Reports to view historical score data.

Enabling Reputation Score X

There are two different views available for Reputation Score X: Basic and Prescriptive.

To enable Reputation Score X for your users:

  1. From the platform, click Settings ().
  2. From the left panel, click Roles.
  3. Click the Edit icon next to the role you want to modify.
  4. Under Reputation Score, select the View checkbox for the desired views.
    • Basic – Reputation Score X version without insights specific to your location(s). This view includes Reputation Score, how it’s calculated, a location leaderboard (if multiple locations are selected), and components making up the score with static best practices.
    • Classic – The original version of Reputation Score.

      Classic version will be deprecated in early 2021.

    • Prescriptive – Reputation Score X version that includes insights specific to your location(s). This view includes everything in the article below. Prescriptive permission also grants access to the following Reputation Score reports on the Reports tab: What Impacted My Score, Reputation Score Insights, and Reputation Score Recommendations.
  5. Click Save.

Only users who have permission to edit or add roles can adjust Reputation Score settings.

Reputation Score X is broken out into two tabs: Reputation Score and Components.

Reputation Score Tab

The Reputation Score tab takes into account the 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 average and best in class.

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.

Refer to the Reputation Score FAQ for detailed insight into common questions.

Location Insights

This chart is only available when you’ve selected two or more locations. If you’ve selected one location in the filters, or if you only have one location to manage, this chart will not be available.

If you’ve selected more than one location, you can see a snapshot of how your locations have been performing over the last 30 days from the data generated date. View leading locations with high Reputation Scores, as well as trailing locations with low scores or large drops in their scores.

This option is only available when you’ve selected two or more locations. If you’ve selected one location in the filters, or if you only have one location to manage, this chart will not be available.

From the bottom of the Highest/Lowest chart, click View All Locations to see Reputation Score and score change data for each location you manage. Locations are defaulted to rank by Reputation Score (high to low). Click the headers to sort (ascending or descending) by Location, Reputation Score, or Score Change.

Select a location in your top line filters, or click on any location in the Highest/Lowest chart to view what specifically impacted that location’s Reputation Score. View up to three components for both positive and negative impact (ordered by score impact) in the selected Time Range. Filter by components to narrow your focus.

View specific insights per component. Insights explain why today’s score changed from the score of 30 days (or whichever time range you have selected) ago. Click the arrows to scroll between insights (if available).

Each insight is tagged with the component it will impact most. Click the component name or tag to view additional details about each component.

Score change insights will not appear for locations newer than 30 days. These locations will instead see general insights on what is helping or hurting their current score. After locations have a Reputation Score for more than 30 days, score change insights will populate.

From the location insights, click View All Insights to go one layer deeper and view positive, negative, and neutral impact from this location by time range and component. View specific insights per component. Each insight is tagged with the component it will impact most.

Insights are shown when there is a meaningful change (at least a 2-3 point difference) in the score for that component. If you do not see an insight for a specific component, the change in score was not significant enough to produce one.


Recommendations for Improvement

View actionable recommendations to improve your location’s Reputation Score, ordered by highest to lowest impact. Understand by approximately how many points suggested improvements can impact your score. Each recommendation is tagged with the component it will impact most. Click the component tag to view additional details about each component. Click the arrows to scroll between recommendations. To see all recommendations on the same page, click View All Recommendations.

This chart is only available when you have one location selected. If you have selected two or more locations in the filters, this chart will not be available.

Trend Comparison Over Time

Monitor how your Reputation Score is trending over time compared to the industry average and best in class. View results by date range (last 30, 60, 90, or 365 days from the data generated date). Hover over the chart to view Reputation Score data for a specific day.

Insights explain the difference between today’s Reputation Score for your location and today’s industry average score. Click the arrows to scroll between insights. Each insight is tagged with the component it will impact most. Click the component tag to view additional details about each component. To see all insights on the same page, click View All Comparative Insights.

Insights are shown when a score sub-component (e.g., Google star average) can explain a meaningful change (at least a 2-3 point difference) between your location’s score and the industry average score for a particular component. If you do not see an insight for a specific component, the change in score was not significant enough to produce one.


View trend comparison without individual location insights.

Components Tab

The Reputation Score is based on 30-day averages of nine key components:

  • Components are ordered by highest to lowest impact.
  • For each component, you can compare your score against the industry standard and best in class, as well as see each score as a trend over time.
  • View results by date range (last 30, 60, 90, or 365 days from the data generated date).
  • Hover over the chart to view each component’s score for a specific day.
Learn more about best practices for improving each Reputation Score component.

Details Page

Click View Details under each component to learn more about that specific component, including tips to improve and links to additional resources.

The View Details page will show component-specific insights if one location is selected. If you have selected two or more locations in the filters, insights will not be available.

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