This article explains what each KPI measures and how it's calculated, so you always know what your numbers are telling you. You'll find each review KPI first, followed by CompIndex, which compares your KPIs against your competitors.
- Read your KPIs in Report builder confidence, knowing exactly what each number means.
- Explain your results to your team using the same definitions CXP uses.
- See how you stack up against your competitors with CompIndex.
Review KPIs
- RPS (Reputation Performance Score): The average of all review scores for the filters you've selected, such as date range, location, or segment. It's normalized to a 1–100 scale, so it's easy to compare and read.
- Reviews: The total number of Reviews for the filters you've selected.
- Response Rate: How engaged and responsive your team is with guest feedback. It's the number of Reviews you've responded to, divided by the number of respondable Reviews.
- TrustYou Score: Our own metric, calculated as a weighted average of all Reviews from the past two years. The current and previous month get the same full weight. Earlier months count for gradually less (exponential decay). That way, recent guest feedback carries the most weight while your long-term reputation still counts.
- Popularity Score: How popular each Entity is, based on its Tripadvisor ranking. A higher score means a more popular Entity.
- Source Score: The score shown directly on a review site or online travel agency (OTA), like Google or Booking.com. We collect it from each site every day, for every property in your account.
- Sentiment Score: The percentage of positive mentions out of all mentions for a specific Sentiment Category or Subcategory. CXP's sentiment model detects the mentions, and a single review can include several.
CompIndex
CompIndex compares your performance against your competitors. It's your KPI divided by your competitors' average for the same KPI.
- Above 1: Your KPI is higher than your competitors' average. For example, 1.05 means you're 5% above it.
- Below 1: Your KPI is lower than your competitors' average. For example, 0.96 means you're 4% below it.
CompIndex is available for these KPIs:
- RPS CompIndex
- Reviews CompIndex
- Response Rate CompIndex
- TrustYou Score CompIndex
- Source Score CompIndex
- Sentiment Score CompIndex