Reputation metrics that deserve a slide in your monthly report
Reputation reporting fails in two directions: a lone star-rating screenshot, or a dashboard so dense nobody acts. Six numbers, trended monthly, cover what management actually needs.
The six
- Mention volume: how much conversation exists, against your baseline
- Net sentiment: positive minus negative, as a percentage of classified mentions
- Response coverage: what share of response-worthy mentions received one
- Median response time: the speed customers experience, in hours
- Review velocity and average: new reviews this month, and the moving average score
- Share of voice: your slice of the category conversation against named competitors
Why these six
Together they answer the chain that matters: are we being talked about, how does it lean, are we showing up, fast enough, is proof accumulating, and are we winning the category's attention. Each is influenceable by a named owner, which is what separates a metric from trivia.
Presenting for decisions
Trend beats snapshot: every number shown against last month and the baseline. Pair each negative movement with the theme driving it, sentiment down four points, driven by delivery complaints, and the action taken. One page, five minutes of any meeting, and the reputation conversation stops being anecdotes.
The trap to avoid
Do not report mentions your team cannot affect, global noise, irrelevant homonyms. Precision in what counts keeps the numbers respected, and respected numbers get budgets.
MyView watches every mention of your brand and tells you what needs a reply.
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