Reputation Score: The Unified KPI for Reputation ROI | Reputation

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Reputation Score

Every Interaction That Shapes Your Reputation — Rolled Into One Score

Reputation Score connects the everyday moments between customers, employees, and brands—turning them into one clear measure of trust and performance.

What Is Reputation Score

A Single Number That Reflects Every Voice.

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Review alerts in one place. Survey responses in another. Benchmarks in a spreadsheet.

Dashboards show what is happening—but can’t connect the dots to tell you why.

Negative trends get identified after they impact performance—forcing you to react instead of prevent.

The Nine Human Factors of Rep Score

Every point in your score is powered by people. These nine factors capture how customers experience you, how teams perform, and how leaders see progress.

Sentiment

Predicts loyalty and churn risk:

AI analyzes every written review to understand tone, emotion, and themes —beyond the star rating.

Volume

Strengthens search ranking:

Measures the total number of reviews across major sites.

Recency

Signals operational consistency:

Tracks how recently customers have left reviews.

Response

Indicates accountability:

Evaluates how quickly and thoughtfully you respond —especially to negative reviews.

Spread

Proves brand consistency:

Assesses the diversity of review sources (Google, Yelp, Facebook, industry-specific sites).

Quality

Signals value to customer:

Analyzes review length, specificity, and descriptive richness.

Social Engagement

Indicates broad customer connection:

Combines likes, shares, comments, and follower growth across key social platforms.

Listing Completeness

Shows attention to detail:

Audits your business listings for accuracy—address, hours, categories, photos, and calls-to-action.

Search Impressions

Growth indicator:

Measures how frequently your business appears in local search results and map packs.

When Reputation Improves, People Prosper.

Reputation Score isn’t about algorithms—it’s about outcomes.

When your score rises, customers stay longer, employees feel valued, and leaders gain clarity.

Turn Reputation Performance Into Measurable ROI.

Rep Score helps teams scale reputation work—and prove its impact.

Prove ROI with confidence: AutoNation’s managed review response delivered 148% ROI

Keep performance visible: Use Rep Score alongside response volume to show where reputation work is compounding—portfolio-wide.

— Rebecca Sampson, Manager, Digital, AutoNation.

A Daily Reputation KPI Leaders Can Track Like Revenue.

Skip chasing vanity metrics: Rep Score captures reputation performance in one holistic number, aligned to day-to-day decisions.

Show real movement: Thrive reached 656 Rep Score (77 points above industry average) with a 93% response rate ‍

‍ Prove program momentum: Thrive increased review volume 65% YoY (1,538 → 2,536) ‍

— Paul Edgeman, SVP of Marketing, Thrive Communities.

Measure Trust—and Outperform Your Category.

Rep Score brings reviews, response behavior, and reputation strength into a single benchmarkable score.

Benchmark above the market: Revolution Bars achieved 697 Reputation Score, 221 above the industry average

Scale feedback volume fast: They drove a 120% increase in review volume

‍ — Myles Doran, Commercial Director, Revolution Bars Group Ltd.

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Every brand has a story to measure. What’s Your Reputation Story?

See where you stand today, compare to your industry, and learn which human factors will raise your score next quarter.

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