Reputation Performance Score (RPS)
RPS is the average score of all customer reviews you’ve received. The score is normalized on a scale from 1 to 100. Along with the change.
Change will include comparison of selected date vs. compared date.
Reviews
This is the total number of customer reviews that have been collected from all connected sources. Along with the change.
Change will include comparison of selected date vs. compared date.
Response Rate
The ratio of reviews that were responded to out of all reviews that were eligible for a response. Along with the change.
Change will include comparison of selected date vs. compared date.
TrustYou Score
A proprietary metric calculated as a weighted average of all reviews from the past two years:
- The current and previous month are weighted equally (example - 1.0).
- Earlier months have decreasing weight via exponential decay.
This approach highlights recent guest feedback while preserving long-term reputation trends.
If you select the timeframe May 2024 – June 2025, the TrustYou score will still be calculated based on the past 24 months — in this case, from June 30, 2025 back to June 30, 2023. The exact start date doesn’t matter (e.g., May 2024), but the end date does (e.g., June 2025), because the TrustYou score is calculated daily and always covers the full 24-month period up to that end date. Along with the change.
Change will include comparison of selected date vs. compared date.
Review by segment
The Reviews by segment widget is a pie chart that shows how your customer reviews are distributed across different review segments.
How it works:
You can choose what type of data the pie chart displays by selecting from the dropdown menu:
Source (default view) – where the reviews came from (e.g., Google, Booking.com)
Language – the language in which the reviews were written
-
Rating – the score given by customers (e.g., 1–5 stars)
We are normalizing the rating between 1-5 stars.
Default you can view maximum 7 slices and the remaining information will be labeled as "Others".
Drill-down capability:
If a slice in the pie chart is labeled “Others”, you can click on it to explore more detailed breakdowns of the smaller segments included in that group.
Chart and table (RPS, Response Rate and TrustYou Score)
Contextual behavior
If RPS is selected from the main tab, both the chart and table will display RPS-related data.
If Response Rate is selected instead, both widgets will update to show Response Rate metrics (see the Response Rate section for details).
If TrustYou Score is selected instead, both widgets will update to show TrustYou Score metrics (see the TrustYou Score section for details).
This synchronized view ensures you're always looking at consistent data across both visual and tabular formats.
RPS (chart and table)
The RPS section helps you visualize your Reputation Performance Score (RPS) and review over time and across different guest segments. This section contains both a chart and a data table, which are dynamically updated based on your selection.
RPS over time (bar + line chart)
This chart gives you a dual view:
Bar chart: Shows the number of reviews received in the current period vs. the same period last year.
Line chart: Displays the trend of your RPS over time, compared with the same period last year.
Grouped by date granularity: You can choose to view data Weekly, Monthly, or Quarterly depending on the granularity you need.
RPS by Segment (table view)
This table breaks down your RPS performance across different segments. You can select from:
Source
-
Available only for multi entity users
Entity (default view)
Brand
Country
City
Sector
Language
Rating
Any custom segments you've created (Only for multi-entity users)
Response Rate (chart and table)
The Response Rate section helps you measure how well your team is responding to customer reviews over time and across different segments. It includes a chart and a detailed table view, both of which update automatically based on your selection.
Response Rate over time (bar + line chart)
This widget gives you a clear visual of how your responsiveness is trending:
Bar chart: Compares the number of respondable reviews received this year versus the same period last year.
Line chart: Tracks your response rate over time and shows how it has changed.
Grouped by date granularity: You can choose to view data Weekly, Monthly, or Quarterly depending on the granularity you need.
Response Rate by segment (table view)
This table lets you break down your Response Rate across different guest segments. You can select from:
Source
-
Available only for multi entity users
Entity (default view)
Brand
Country
City
Sector
Language
Rating
Any custom segments you’ve set up (Only for multi-entity users)
TrustYou Score (chart and table)
The “TrustYou Score over time” widget provides a visual representation of how your reputation evolves.
Line chart
Displays the TrustYou Score trend across the selected timeframe.
-
Shows two lines:
TrustYou Score selected dates
TrustYou Score compared dates
This allows you to quickly understand:
Whether your score is improving, declining, or stable
How the selected period compares to the previous or custom comparison period
Grouped by date granularity: You can choose to view data Weekly, Monthly, or Quarterly depending on the granularity you need.
TrustYou Score by segment (table view - only for multi entity users)
The “TrustYou Score by segment” table allows you to analyze performance across different dimensions.
By default, the table is grouped by Entity, but you can switch to other available segments (custom and global segments).
The table includes:
Entity
Entities
TrustYou Score
TrustYou Score change (comparison between selected and compared date ranges)
This helps you quickly identify which entities are improving, declining, or remaining stable.
Segmentation options will include:
Entity (default view)
Brand
Country
City
Sector
Any custom segments you’ve set up.
Source Score (Chart and Table)
The Source Score section lets you analyze how individual review sources are performing over time and across different segments. It includes a chart and a table view, both of which update based on your selection.
Source Score Over Time (Line Chart)
This chart gives you a clear view of how each source is trending:
- Line chart: Displays the Source Score for the selected source, comparing the selected date range against the comparison date range
- Date granularity: View data Weekly, Monthly, or Quarterly
- Switch between sources using the source selector available on the chart
Note: The table below the chart updates based on the source selected here.
Source Score by Source
This table gives you an overview of performance across all connected review sources. It includes:
- Source: The name of the review source
- Entities: Number of Entities connected to that source
- Source Score: The overall Source Score for that source
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Source Score change: Comparison between selected and compared date ranges
Source Score by Segment (only for multi-Entity users)
This table breaks down Source Score performance across different guest segments. Note that only a subset of sources are displayed by default. Use the source filter to explore others.
The table includes:
- Entity: Entity name (the column label updates based on the segment selected in the dropdown)
- Entities: Number of Entities assigned
- Source Score: Source Score for that segment
- Source Score change: Difference between selected date and comparison date
Filters (for multi-entity users)
These filters help you customize the data shown in your dashboard:
Selected date (Default: This Year)
Compared date (Default: Last Year)
Source
Entity
Brand
Country
City
-
Custom Segments
- Any filters that are tied to user-created segments will be listed under this area. These allow for custom analysis and can include additional dimensions beyond the defaults.
Sector (Default: Accommodation)
Language
Rating
You can combine multiple filters to refine your view. Filter options are available across all widgets.
More details on how to use filters, sticky filters, copy-paste, and views work.
Filters (for single-entity users)
These filters help you customize the data shown in your dashboard:
Selected date (Default: This Year)
Compared date (Default: Last Year)
Source
Language
Rating
You can combine multiple filters to refine your view. Filter options are available across all widgets.
More details on how to use filters, sticky filters, copy-paste, and views work.
Exporting widgets and dashboard
You have flexible export options to save and share your data:
Download entire dashboard: Click the download PDF button to export the full dashboard, including all charts, tables, and applied filters.
Download individual widgets: Each widget—such as the RPS chart, Response Rate table, Reviews by segment pie chart or table —can also be downloaded separately. Simply click the download icon on the widget to export it as a PDF or image, depending on availability.
These export features make it easy to share performance insights with your team or include them in reports and presentations.