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 Details

As part of this calibration, minor tweaks were made to the impact of different sources. 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.

  • 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. Fewer than 0.5% of business locations are expected to see their Reputation Score drop by more than 10 points. For more details on the expected impact for your specific location(s), please reach out to your CSM.

    Trends will differ by industry and country.

Learn more about Reputation Score components and frequently asked questions.