Here, you'll find a glossary and definition of specific terms in alphabetical order.
Benchmark
A benchmark is a collections of entities that compares entities that belong to the organization with entities outside of the organization with the purpose of performing competitive market analysis. Benchmarks can be created based on rules for example selecting all the entities that belong to a city "Madrid" inside and outside of the organization; or based or hand picked unrelated entities.
Benchmark Set
Is a collection of Benchmarks that are related to the same market analysis. A set helps to group different benchmarks so they can be analyzed together. As an example for a market analysis by brand the set can be "By brand" while the benchmarks inside the set are each of the brands in your organization.
CompIndex
CompIndex compares your performance with that of your competitors.
A value above 1 means your KPI is higher than the competitors’ average.
A value below 1 means your KPI is lower than the competitors’ average.
The CompIndex is calculated by dividing your KPI by your competitors’ average KPI.
For example:
1.05 means your value is 5% higher than the competitive set average.
0.96 means your value is 4% lower than the competitive set average.
Dashboard
A dashboard is a business intelligence (BI) visualization that consolidates and displays groups of KPIs of the same type in a single, organized view. Dashboards allow you to track and analyze the different review metrics available.
Entity
Entities are the individual units of your organization. This could be hotels, restaurants, points of interests, etc.
Group
Each segment consists of one or more groups. For a segment like "Continent" for example, "Europe" or "Asia" will be groups. For a segment like "Brand", "Your Brand A", "Your Brand B" etc. will be the groups. You will sort your entities into different groups per segment.
Organization
Your organization contains all of your individual entities, independently of sector, segment, etc.
Reputation Performance Score (RPS)
RPS shows the average review score for the filters you’ve selected, such as date range, location, or customer segment. To make it easier to compare, the score is shown on a scale from 1 to 100.
Sector
Refers to the different sectors available within the hospitality industry that are used to group entities. In CXP we have 3 sectors: Accommodation, Food and Beverage and Point of Interest. The Accommodation sector refers to all the entities where customers can stay: hotels, campings, apartments, tents... The Food and Beverage sector refers to all the entities where customers can eat or drink: bars, restaurants, cafes, ... The Point of Interested sector refers to any activity or touristic attraction: museums, theme parks, monuments, ...
Segment
Segments help you organize the entities in your organization and manage a user scope. Segments can refer to brands, geographical regions, managers or whatever makes most sense for your organization. You'll find more information on the setup of Segments here.
TrustYou Score
TrustYou Score is a proprietary metric calculated as a weighted average of all reviews from the past two years (ending with the last day of the selected timeframe):
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Reviews from the most recent and the previous month have equal weight (for example, 1.0).
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Reviews from earlier months have decreasing weight following an exponential decay.
This method ensures the score emphasizes recent guest feedback while still reflecting long-term reputation trends.
Widget
Refers to each of the KPI representations in the Dashboards. There are different types of widgets depending on the information presented: indicators, tables, pivot tables, pie charts... Depending on the widget type you will have different exporting options.