Your online reputation is pivotal in shaping how customers perceive your business. Birdeye’s Reputation Score provides a comprehensive view of your brand’s reputation by aggregating review data from all sources, offering valuable insights into key metrics like star ratings, review counts, and response rates. This tool allows you to track performance across locations and over time, helping you identify trends, monitor changes, and pinpoint areas for improvement. With Birdeye’s Reputation Score, businesses can strengthen their online presence, boost customer trust, and enhance engagement, ultimately driving better results.

TO VIEW REPUTATION SCORE INSIGHTS

Navigate to the Insights AI tab on the left-hand navigation rail and click on it to open the dashboard view.

Now click the Reputation drop-down arrow to display all the sub-tabs beneath it. 

In the Reputation widget, you will see your score displayed in the dashboard, prominently.

OVERVIEW OF THE REPUTATION SCORE

The Reputation Score measures your online reputation based on customer reviews and engagement. The score prioritizes review ratings, review volume, and response frequency.

The score change for a given period appears to the right of your Reputation Score.

Score Indicators

• 0-45 (Red): Needs significant improvement
• 46-75 (Yellow): Moderate performance
• 76-100 (Green): Good online health

The -0.7 indicates the change in the Reputation Score over the selected period (e.g., the last 90 days). In this example, the score has decreased by 0.7 during that timeframe.

INDUSTRY BENCHMARKING

The Reputation Score also allows you to benchmark your business’s online reputation against your industry. In the same widget, you will notice:

• A 'You' symbol representing your score
• The industry average, calculated by aggregating scores from businesses in the same industry

Using advanced AI models tailored for specific industries, the system analyzes ratings, reviews and response rates.

KEY COMPONENTS OF THE BIRDEYE SCORE

1. Rating: Reflects overall customer satisfaction.
2. Reviews: Shows your total number of reviews.
3. Response rate: Measures your engagement with customer reviews.

FILTERS FOR CUSTOM INSIGHTS

Use the Filter button to customize and view specific insights. Filters can help you analyze data for specific periods, review sites, ratings, locations, or customer demographics.

 Let’s take a closer look at the charts.

Reputation by location

Reputation Score over time

It gives you a view of the reputation score and how it compares to the industry average for the selected period. It also allows you to make data-backed decisions to maintain and improve your business's standing.

On the right side, you can click the button to select different chart types or layouts, such as horizontal or vertical. You can also scroll down to view the data in a table format. It allows you to see the same information presented in various ways, including your score and the industry average for a specific date.

Reputation Score-view by location

You can compare Reputation Scores across different locations to identify top performers and areas needing attention. This detailed view allows you to tailor strategies for each location, ensuring a consistent overall reputation.

Use the Search icon to look up any location. You can view the data in a table or chart format by clicking the button next to the Search icon.
Hover over the three dots icon to send a review request.

To explore further, click on any location to dive deeper into the analysis.

This insight provides a detailed view of a specific location's performance by displaying its scores, ratings, and reviews. You can see how the location is performing overall, the ratings and reviews it has received, and the percentage of reviews that have been responded to. 

The accompanying chart enables a comparative analysis, helping you understand the volume and nature of reviews received. These insights empower you to identify key areas for improvement and strategize effectively to enhance the location's reputation.

As you scroll down, you will find insightful trends and patterns in reviews by ratings. 

This chart highlights customer engagement by tracking the review response rates across all locations. It emphasizes the importance of actively responding to customer feedback as a measure of dedication to customer satisfaction. Businesses can use this data to identify areas for improvement and ensure consistency in their response efforts.

To learn about the calculation of review response rate, refer to this article: How to Calculate Review Response Rate?

Reputation by Sources

Track your business's performance across platforms like Google, Facebook, Yelp, and more. Analyze customer feedback to identify strengths, address gaps, and refine your strategies. Leverage these insights to prioritize customer needs, boost satisfaction, and strengthen engagement for lasting loyalty.

The drop-down arrows next to the metrics allow you to sort the data in ascending or descending order for quick analysis. Additionally, you can explore detailed insights for each source by clicking on it, enabling a deeper understanding of the data.

Rating by location

The Rating by Location Insight Report clearly compares customer ratings across different business locations. It helps identify top-performing sites and those needing improvement, driving focused efforts to enhance customer satisfaction.

Reviews by location

The Reviews by Location Insight Report shows the volume and distribution of customer reviews across various business locations. It helps identify which locations receive the most feedback and uncover trends to guide engagement and improvement strategies.

Response rate by location

The Response Rate by Location Insight Report tracks how actively each business location responds to customer reviews, showcasing engagement levels to ensure consistent and timely interactions that enhance customer satisfaction. It provides detailed metrics, including response rates, the number of responded and unresponded reviews, and the reputation score derived from these insights.