Understanding the Reputation Score

TL;DR: Reputation Score at a Glance

Localyser is a digital platform that helps multi-location hospitality and retail brands manage their online reputation by centralizing customer reviews, social media engagement, and local SEO in one dashboard.

The Localyser Reputation Score is a weighted metric (0–100) that measures your business's online health. It is calculated using six pillars: Star Rating (25%), Response Rate (20%), Review Volume (20%), Recency (15%), Platform Spread (10%), and Response Time (10%). To achieve an "Excellent" score (80+), focus on maintaining a 4.0+ rating and responding to all reviews within 48 hours.

What is the Reputation Score?

Your Reputation Score is a consolidated power-ranking of your brand's digital presence. Found in your Dashboard Report, this score categorizes your performance into four levels: Poor, OK, Good, and Excellent. It serves as a benchmark for how both customers and search engine algorithms perceive your business's reliability.

The Six Pillars of Calculation

Deep Dive: How to Master Each Metric

1. ⭐ Star Rating (25%)

Your average star rating plays a significant role in your Reputation Score. A higher rating means a better score.

Example of Star Rating Contributions:

• ⭐ 1.0 = 20% contribution

• ⭐ 2.0 = 40% contribution

• ⭐ 3.0 = 60% contribution

• ⭐ 4.0 = 80% contribution

• ⭐ 4.5 = 90% contribution

• ⭐ 5.0 = 100% contribution

2. ⏳ Review Recency (15%)

The frequency with which you receive reviews matters. A steady stream of new reviews keeps your business relevant in search algorithms.

Example of Review Recency Contributions:

• 1 review in the last 3 weeks = 25% contribution

• 7 reviews in the last 3 weeks = 50% contribution

• 14 reviews in the last 3 weeks = 75% contribution

• 21 reviews in the last 3 weeks = 100% contribution

Pro Tip: Consistent reviews are more beneficial than sporadic ones.

3. 📢 Response Rate (20%)

Your Response Rate is the percentage of reviews you’ve replied to. Responding to reviews helps build customer trust and improves your reputation.

Example of Response Rate Calculation:

If you received 100 reviews and responded to 90, your Response Rate is 90%.

Pro Tip: Aim for a 100% response rate to show engagement and build trust.

4. 📝 Review Volume (20%)

The number of reviews you receive influences your visibility and credibility. More reviews can help you rank higher in search results.

Example of Review Volume Contributions:

• 5 reviews = 25% contribution

• 100 reviews = 50% contribution

• 500 reviews = 75% contribution

• 1,000 reviews = 100% contribution

5. 🌍 Platform Spread (10%)

This metric measures how widely your reviews are spread across different platforms (e.g., Google, Facebook, Yelp). A higher spread boosts your Reputation Score.

Example:

If your business is listed on 4 platforms, but only 2 received reviews, your Platform Spread score would be 50% instead of 100%.

Pro Tip: Encourage reviews across all platforms where your business is listed.

6. ⏱ Response Time (10%)

How quickly you respond to reviews is important for maintaining customer satisfaction. Faster responses can significantly boost your Reputation Score.

Example of Response Time Contributions:

• 0 - 1 days = 100% contribution

• 2 days = 85% contribution

• 3 days = 75% contribution

• 4 days = 65% contribution

• 5 days = 55% contribution

• 6 days = 40% contribution

• 7 days = 30% contribution

• 8+ days = 25% or lower

Pro Tip: Try to respond within 1-2 days to maximize your score.

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