Reputation Score Calibration


See your score adjust to better align with industry sources and trends.

Reputation Score encompasses everything your customers say, feel, and hear about your business in one single metric. It identifies your strengths and weaknesses, and tells you what actions to take to improve your brand’s online reputation.

The Reputation Score algorithm is updated twice per year to account for changes in sources as well as new and emerging trends in the marketplace.

Calibration Coming Soon!

The next Reputation Score calibration is scheduled for the end of August. We plan to make minor tweaks to the impact of different sources and explore adding new components to track performance of emerging channels. These changes tend to be gradual over time and do not cause major swings in scores except for in rare circumstances.

Please reach out to your CSM or Support with specific inquiries.

More detailed information on the expected impact of this calibration will be posted closer to the release date.

Expected changes:

  • Source Weight Recalibration – We monitor all sources and update the weight each has in the Reputation Score algorithm based on industry and country to reflect which sources are becoming more prominent.

    Trends will differ by industry and country.

  • New Components – New components are being added to the Reputation Score X tab. These new components will not factor into the Reputation Score calculation at this time.

    New components will be available in a limited number of accounts.

Learn more about Reputation Score components and frequently asked questions.