Article

Rep Score Decoded

Reputation score is a key indicator to measure your customer satisfaction based on the customer reviews you collect on RepUp Dashboard. Reputation Score formula is specially designed and takes many factors into account, such as number of reviews, the age of the reviews and the star rating of each review. It’s a combination which is more than just an average of all your reviews combined.

The Reputation Score gives customers a one short summary of the review ratings your company has received, with an emphasis on new reviews over old reviews. Each time you get a new review on review platform our system will recalculate your reputation score.

Here is a more in depth look into how the Reputation Score is calculated

Context & Sentiment Extraction

Our patent pending algorithm takes following factor in consideration

a. Rating
b. Other factor’s rating
c. Keywords & sentiment
d. Reviewer’s Meta-analysis (User with just 1 review contributes less)

Based on these parameters every review translated on NPS scale. Based on the score reviewer is classified as Promoter, Passive or Detractor.

Review depreciation over time

Recent reviews impact the consumers more than the older reviews. Therefore the older a review is, the less it impacts your overall reputation Score. We calculate your reputation score for every new review you receive. We achieve this by recalculating the worth of older reviews every time we receive a new review so that newer reviews gets more weightage. As a boundary, reviews older than 5 months impacts very less in Reputation Score.

Bayesian average

Reputation Score calculations automatically include the value of 7 reviews which is worth a Reputation Score of 7 each. This is known as a “Bayesian Average”. We follow this to make sure that companies with very few reviews don’t end up with extremely high or low reputation score when they are just starting out with Repup.

The Bayesian Average is crucial for our reputation score calculation as in its absence, a single positive review would put a company at a Reputation Score of 10, and a single negative review would put the company at a Reputation Score of 0.

Repup always include the Bayesian Average in calculation your Reputation Score, but as you gather more reviews the Bayesian Average will eventually become a very small factor in the calculation of your overall Reputation Score.

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