A business’ reputation score has always been important, now even more so than ever. With the rise of social media, online reviews, and other forms of digital communication, all it takes is a few bad reviews in the right (or wrong) places for a business’ reputation to plummet.
Your reputation score is more than just a badge of honor to wear at your next company-wide meeting. It offers key insights and reveals your strengths and weaknesses across several unique metrics — data you can leverage to improve your online profile, satisfy your customers and, ideally, exceed their expectations. It also reveals how you fare in search rankings — customer sentiment is a key ranking factor in the local business search index.
In short, a reputation score helps you understand your business’s online reputation and compare it to that of your competitors.
Key Takeaways
- A reputation score is calculated based on a business’s performance across a variety of important online areas.
- These areas include reviews, social, surveys, reach, visibility etc.
- The reputation score is calculated on a 1,000 point scale, where 1,000 is the highest possible rating on the scale and 0 is the lowest.
- Factors that affect a company’s reputation score include review volume, ratings, and sentiment, among others.
- Social listening tools are the most effective way to measure a brand’s reputation score as they track and analyze mentions of a brand or individual across social media, news sites, newsletters, podcasts, and other online sources.
- Benefits of a high reputation score include improved influencer relationships, increased customer confidence and better online visibility.
What Is A Reputation Score?
Your digital reputation score is a numerical value that represents the overall health of your online reputation.
According to Tim Clarke, Rize’s Senior Reputation Manager, this “is not a score, such as A-F, that you’d find on a school report card but a number” calculated by looking at different elements of online presence, such as:
- Review volumes
- Customer ratings
- The recency of your reviews
- General online sentiment
A reputation score is calculated based on a business’s performance across a variety of important online areas including: reviews, social, surveys, reach, visibility etc. It also takes into account the local market and industry. This allows you to benchmark your business and see how your business stacks up to the competition in terms of online reputation.
The reputation score is calculated on a 1,000 point scale, where 1,000 is the highest possible rating on the scale and 0 is the lowest.
Factors Influencing Your Reputation Score
Now that we’ve answered what is a reputation score, let’s now discuss the factors that affect it. While each provider looks at various factors, we compiled the most quantifiable ones to align with the goal of having a clear measurement of your online reputation.
#1. Review Volume
Your review volume score is calculated by considering the total number of customer reviews you have received versus your closest competitors across different listings.
Look at this report below:
Since the business had fewer reviews than its competitors with only one listing, it only scored 1 out of 30 which meant it had a dismal performance compared to its competitors.
#2. Ratings
Customer ratings are telltale signs of what is customer satisfaction score and reputation score’s health. However, it’s really just one component (albeit a very important one) in the reputation score puzzle.
The higher your customer ratings, the better your score will be. Since the business in the example scored a three-star average rating, it only scored 18 out of 30, which means it’s somewhere in the middle when it comes to ratings.
#3. Review Recency
Robust digital reputation management tools also measure your recent reviews. Reviews under three months old are categorized as recent reviews, so the more you have them, the higher your recency score will be.
The recency of your reviews will also be measured against your competitor’s average. For instance, the report indicates an eight-month competitor average for new reviews. This sets a clear goal of generating more reviews every eight to three months to achieve a higher recency score.
#4. Sentiment
This part of the report is more subjective but equally important. Depending on third-party reputation tools from Google and other listings, this score measures the overall sentiment collated from all your reviews.
Good customer perception is widely influenced by review summaries, which means it’s vital to ace this portion when managing online reputation.
How To Measure Reputation Score
Social listening tools are the most effective way to measure a brand’s reputation score. They track and analyze mentions of a brand or individual across social media, news sites, newsletters, podcasts, and other online sources.
These tools use algorithms to detect whether mentions are positive, negative, or neutral. This information is used to generate an overall reputation score and track how it changes over time. Such tools allow tracking reputation scores of brands, topics, businesses, influencers, and public figures.
Below is a checklist featuring an in-depth analysis of this process:
How To Measure A Brand’s Reputation Score
Why You Need a High Reputation Score
Digital reputation management allows us to improve customer perception, front-facing activities and internal processes. These scores aren’t just for recognition but actual metrics that guide you to improve your business.
Let’s briefly discuss the three benefits of a high reputation score:
#1. Improved influencer relationships
Having a great social media presence allows you to connect with influencers who care about the prestige and stature of the brands they work with.
A high reputation score is a number you can show them to make it easier to work with you. Also, having a good relationship with influencers often leads to extra publicity for your business, leading us to our next point.
#2. Increased customer confidence
This is one goal many reputation management services aim for – if you get a higher quantity of newer, higher-quality ratings, people are likely to trust you.
While your customers won’t see your reputation score, the steps you take to improve it will definitely resonate with them. If you launch campaigns to generate more reviews and leverage the best ones on your website, you establish the social proof necessary to make them buy.
#3. Better online visibility
An excellent social media presence with more listings and excellent reviews results in one thing: better visibility.
Whether you’re using search engine optimization (SEO) tactics or just leveraging your influencers, having the right content on the right networks significantly impacts how many people see your business online.
You’ll also be more visible when it comes to local search rankings. If you manage reviews and ratings across different platforms, your business will likely come up higher on local search engine results pages.
Why Your Reputation Score Matters
A reputation score can matter for various reasons, depending on the context in which it’s being used. Here are a few scenarios where a business’s reputation score might hold significance:
#1. Online communities and platforms
In online forums, social media platforms, and marketplaces, reputation scores can indicate the credibility and trustworthiness of a user. Higher reputation scores often imply that a user has consistently contributed positively, adhered to rules, and engaged constructively with others.
This can influence how much weight their comments, reviews, or interactions carry within the community.
#2. E-commerce and reviews
On e-commerce platforms, reputation scores for products and sellers can greatly influence purchasing decisions. Positive reviews and high ratings suggest that previous buyers have had good experiences, increasing the likelihood that potential buyers will trust the product or seller.
#3. Professional networking
In professional networking platforms like LinkedIn, reputation scores, often represented by the number and quality of recommendations, endorsements, and connections, can impact how seriously potential employers, clients, or collaborators take one.
#4. Content creation
Content creators on platforms like YouTube, Twitch, or Medium can benefit from a positive reputation score. High engagement, views, likes, and positive comments can attract more followers and opportunities for collaboration, sponsorship, or monetization.
#5. Trust and credibility
A good reputation score can indicate trustworthiness and credibility. This can be relevant in various scenarios, from job interviews to business partnerships, where a positive reputation might lead to more favorable outcomes.
#6. Online security and privacy
Some platforms and services use reputation scores to assess a user’s risk of engaging in malicious activities. Users with poor reputation scores might face limitations, such as restrictions on certain actions or increased scrutiny to prevent fraud or abuse.
#7. Community participation
Reputation scores can motivate individuals to contribute positively to online communities since recognition for their contributions can enhance their sense of belonging and accomplishment.
Ways To Boost Your Reputation Score
The methods used to swiftly improve your reputation scores are transferable to any sector. Here’s how it may function in your company’s online reputation data management plan.
#1. Request feedback regularly
Your team must put in some effort to raise your positive reputation score. The easiest way to achieve it is to ask your clients for input. However, seeking them must be supported by a well-thought-out plan. Consider correctly directing your surveys, for instance.
Encourage the customer to leave an honest comment on Google after completing the survey. This allows you to get specific insights that enhance customer service. Ensure that you share all reviews, positive and negative alike.
#2. Gather ratings from many websites
On any website your clients often visit, be sure to seek comments.
Despite knowing that potential customers will spend time on sites like Property Ratings, Google gives the maximum prominence. The demographics of one’s tenants may be obtained in their entirety using this technique. This is true for every business; gather testimonials from general and sector-specific review websites.
#3. Send specific review requests
Customer feedback is not a scenario where one solution fits all. So be sure to utilize a template for an automated survey that addresses its inhabitants by name and appropriately handles the problem. This ensures that each response incorporates the customer’s information and includes some customization to set it apart.
#4. Engage the workforce
As you plan your free reputation score management approach, be sure that your operational, legal, patient experience, marketing/communications, and patient experience teams are all on the same page.
However, if a financial incentive program is ineffective for your company, do not feel obligated to develop one. Reputation management should be incorporated into each department’s quarterly goals to ensure team alignment among personnel.
#5. Make sure the customer service is welcoming
One should be aware of the areas where their team excels and needs to develop. Such tactics have been very successful for business. The group can host regular national gatherings for management companies.
Factors That Can Negatively Affect Your Reputation Score
Several factors can negatively affect a business’ reputation score. These factors can decrease credibility, trustworthiness, and overall reputation score calculated within communities and platforms.
Here are some common factors that can have a detrimental impact on an online reputation score:
#1. Negative reviews and feedback
Receiving negative reviews, comments, or feedback on products, services, or content can quickly lower your personal reputation score. This is particularly true on platforms where user-generated reviews play a significant role.
#2. Inappropriate behavior
Engaging in disrespectful, offensive, or inflammatory behavior and poor customer service can damage your reputation. Trolling, cyberbullying, hate speech, and harassment are examples of actions that can lead to a poor reputation.
#3. Spamming and self-promotion
Excessively promoting yourself or your content, especially intrusive or irrelevant, can annoy and alienate other users, leading to a negative perception and potential downvotes.
#4. Rule violations
Violating the terms of service, community guidelines, or platform rules can result in penalties that affect your reputation. This might include actions like spamming, using multiple accounts, or engaging in illegal activities.
#5. Plagiarism and copyright infringement
Copying or using someone else’s content without permission and proper attribution can harm your reputation, particularly in creative and academic communities.
#6. Misinformation and fake news
Sharing inaccurate or misleading information can diminish your credibility and reputation, particularly if you’re known for spreading false or sensationalistic content.
#7. Engaging in online arguments
Constantly engaging in online arguments or conflicts can create a negative perception of your behavior and communication style. It’s often better to engage in constructive discussions rather than heated debates.
#8. Negative publicity and scandals
In cases where negative information about you becomes widely known, such as involvement in controversies or scandals, your online reputation can suffer.
#9. Data breaches and hacks
If your accounts are compromised due to a data breach or hacking incident, your reputation can be negatively impacted if malicious activities are carried out using your account.
#10. Lack of engagement and inactivity
Being inactive or unresponsive on platforms where interaction is expected can lead to a decline in your reputation. It might give the impression that you’re not genuinely engaged or interested.
#11. Manipulative behavior
Trying to artificially inflate your all-encompassing reputation score by using fake accounts, upvoting your own content, or engaging in other manipulative tactics can lead to severe penalties and a loss of credibility.
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