Reputation Performance Score (RPS)
RPS is the average of all review scores based on the filters selected (such as date range, location, or segment). This score is normalized on a scale of 1–100 for easy comparison and interpretation. Along with the change.
Change will include comparison of selected date vs. compared date.
RPS CompIndex
The RPS CompIndex compares your performance against competitors:
- Value > 1: Your KPI is higher than the competitors' average.
- Value < 1: Your KPI is lower than the competitors' average.
The CompIndex is a ratio between your RPS and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
Reviews
Displays the total number of reviews based on the applied filters. Along with the change.
Change will include comparison of selected date vs. compared date.
Reviews CompIndex
The reviews CompIndex compares your performance against competitors:
- Value > 1: Your KPI is higher than the competitors' average.
- Value < 1: Your KPI is lower than the competitors' average.
The CompIndex is a ratio between your reviews average and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
Response Rate
This metric reflects your team's engagement and responsiveness to guest feedback. Calculated as:
Response Rate = (Number of respondable reviews / number of reviews responded to). Along with the change.
Change will include comparison of selected date vs. compared date.
Response Rate CompIndex
The response rate CompIndex compares your performance against competitors:
- Value > 1: Your KPI is higher than the competitors' average.
- Value < 1: Your KPI is lower than the competitors' average.
The CompIndex is a ratio between your calculated response rate (based on the above formula) and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
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.
TrustYou Score CompIndex
The TrustYou Score CompIndex compares your performance against competitors:
- Value > 1: Your KPI is higher than the competitors' average.
- Value < 1: Your KPI is lower than the competitors' average.
The CompIndex is a ratio between your calculated TrustYou Score and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
CompIndex metrics
The CompIndex compares your performance against competitors for several key indicators. A score:
- Value > 1: Your KPI is higher than the competitors' average.
- Value < 1: Your KPI is lower than the competitors' average.
The CompIndex is a ratio between your Sentiment Score and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
Sentiment based metrics and their CompIndex
These metrics are derived from natural language processing of guest reviews. They evaluate the percentage of positive mentions across key categories.
Note: In each review, the sentiment model identifies one or multiple mentions. The percentage reflects the ratio of positive mentions to total mentions.
⚠️ Important: False positives or false negatives in sentiment tagging will not retroactively affect past scores but will influence future metrics.
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Cleanliness
- This is Cleanliness Sentiment Score, with change.
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Cleanliness CompIndex
- The CompIndex is a ratio between your Cleanliness Sentiment Score and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
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Room
- This is Room Sentiment Score, with change.
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Room CompIndex
- The CompIndex is a ratio between your Room Sentiment Score and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
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Service
- This is Service Sentiment Score, with change.
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Service CompIndex
- The CompIndex is a ratio between your Service Sentiment Score and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
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Selected Category (customizable)
- In the filters, you can find a filter named "Category". It reflects the Sentiment Score of the selected category, with change.
- By default, all the categories are considered.
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Selected Category CompIndex
- The CompIndex is a ratio between your Selected Category Sentiment Score and that of your competitors’. A CompIndex of 1.05 means that your performance is 5% better than the competitive set average, while an index of 0.96 indicates that your performance is 4% below the competitive set.
Impact Score: Top 5 Negative and Positive
This chart shows how your RPS would change if the top five positive and negative sentiment categories were removed from consideration.
- Categories can appear in both the positive and negative lists.
- Drill-down functionality: Clicking a bar in the chart and clicking on "Show reviews" opens a pop-up with the corresponding reviews that contributed to that sentiment category.
Note: Impact score is only includes selected date.
Reviews by Segment
A pie chart visualizes the distribution of reviews across customizable segments:
- Source (default)
- Language
- Rating
You can select from the drop-down to change the segment displayed.
Source Score by sources
Source Score is the score displayed in the OTA. This chart displays the Source Score for the sources (example - TripAdvisor, Google, Booking.com).
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
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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, 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)
- Comparison date (Default: Last Year)
- Source
- Language
- Rating
- Category
More details on how to use 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 can also be downloaded separately. Simply click the download icon on the widget to export it as a PDF or image, depending on availability.