KPI differences between Classic and CXP

If you previously used the TrustYou Online Reputation Management Platform (Classic), you may notice differences in KPI values between Classic and the new CXP. These differences are due to the updated review ingestion process in CXP.

To start with a fresh and accurate reviews database in CXP, all reviews currently available on source websites were newly ingested to create the latest snapshot of the online review landscape. This results in data in CXP being more current and aligned with the true status of reviews compared to Classic.

How the review ingestion process worked in Classic

In the Classic platform, reviews were ingested daily, covering the most recent 3 months of reviews available on source websites. Once reviews were added to the platform, they remained there until a user manually marked them as deleted. If a review was confirmed as deleted on the source, it was subsequently removed from the platform.

Because of the dynamic nature of online reviews, including changes in review content or deletions by the source or the review author, there was no automated way to ensure the reviews in Classic were fully synchronized with the source's current status. Users were required to manually reflect changes for the most accurate results.

How the review ingestion process works in CXP

CXP also ingests reviews daily, but its initial setup involved ingesting all reviews available online to build a comprehensive and up-to-date Reviews database. This updated ingestion method ensures that review content in CXP is much fresher and better aligned with the current status of reviews on the source websites than it was in Classic.

Should I expect KPI changes in CXP?

Yes, fluctuations in KPIs within CXP are normal. Online reviews are constantly evolving for several reasons:

• Review authors make changes: The author may modify the score, content, or even delete the review entirely.
• Moderation by the source: Sources may remove previously published reviews that violate their policies or guidelines, following their unique processes and timelines.
• Source-specific visibility policies: Some sources may limit reviews shown to only the most recent ones (e.g., reviews from the last three years). As older reviews disappear, they are no longer part of the source’s database, which impacts the KPIs.

CXP ensures a fresher alignment with review sources, but any changes on the source after the initial ingestion made still need to be reflected manually in CXP using the "Mark as deleted" functionality available in the Inbox.

Is there a plan to keep CXP fully synchronized with review sources?

Yes, full synchronization with review sources is part of our 2025 roadmap. This functionality will be released on a source-by-source basis, as each source has unique criteria and processes for review updates and deletions. Once implemented, this feature will reduce the need for manual updates and further enhance data accuracy in CXP.