The Reputation Page

Two sides of the same question

Reputation puts your public star average next to your private NPS score. They answer different questions and they often disagree, which is the interesting part.

Public reviews are self-selected: people who were delighted or furious. NPS is asked of everyone you survey, so it catches the quiet middle that never writes anything. A strong star average with a weak NPS usually means your unhappy customers are leaving silently.

Public reviews

Your average rating and total across every connected platform for this business, including any baseline ratings you have entered. View all opens the Reviews page.

NPS (private)

Your Net Promoter Score and the split behind it: promoters who scored 9 or 10, passives on 7 or 8, and detractors on 6 or below. The score is the promoter percentage minus the detractor percentage, so it runs from -100 to +100 and a positive number is a good sign.

NPS is part of the CRM, so it is available on Growth and above. Without the CRM the panel explains that rather than showing an empty chart. Details opens the full NPS view with the trend over time.

Filtering by group

If you have location groups, the selector at the top filters both panels at once. This is the quickest way to see whether one region is dragging the brand down.

From private scores to public reviews

The panel underneath links to review request setup. The way to turn a good NPS into more public reviews is to ask every customer: after delivery, and on the survey's thank-you page, which offers the same review link whatever the score. Asking only the people who scored you highly is review gating, which Google and Trustpilot both forbid. See review requests and NPS surveys.

Empty panels

• No public reviews synced yet. Nothing has imported. Check your connections.
• No NPS responses yet. The survey has not been sent, or nobody has answered.
• NPS is part of the CRM. Your plan does not include it.