We’ve rebuilt the Online Reputation section of the Marketing Audit Report to fix a major scoring gap that has been a pain point for agencies during sales calls.
The Problem (Before)
In the old scoring logic, even a business with just 2–3 perfect reviews could end up with a 100% reputation score. This caused two big problems:
- Misleading results – A few glowing reviews (often from friends, employees, or even fake sources) didn’t truly reflect a business’s credibility.
- Lost sales opportunities – Agencies struggled to convince these prospects they needed reputation-building services, because the report made it look like they were already at the top.
Earlier, even with just 5 perfect Google reviews and no Facebook reviews, the system gave a 75% reputation score — making the business look stronger than it really was.
The Solution (Now)
We’ve introduced volume-aware scoring that considers both the star rating and the number of recent reviews analyzed, so the score now reflects true trustworthiness. Here’s what’s new:
- Volume weighting – More reviews = more confidence in the score; fewer reviews = lower score even if all reviews are perfect.
Now, with volume-aware scoring, the same scenario fairly reflects as a 37% score, showing low confidence due to limited review volume and missing Facebook presence.
- Per-platform logic – Google (75% weight) and Facebook (25% weight) are scored independently with their own volume confidence factors.
- Dynamic scaling – Low-volume businesses can no longer hit 100%, making it easier to identify where reputation work is needed.
UI Changes for Transparency
To help you explain the score during calls:
- Clear volume badges like Low Review Volume or High Review Volume
- Visible sample sizes: “Based on your recent 5 reviews out of 300”
- New donut charts and refreshed layout for cleaner data presentation
More Selling Opportunities & Transparency
- No Facebook profile or zero reviews now included in shared web reports (coming soon to PDFs), giving agencies more leverage to start conversations about building a presence.
- Accurate error-state handling when review data is delayed — instead of showing 0 reviews, we now display the correct state and automatically update when data arrives, ensuring you and your leads always get transparent, up-to-date results.
Coming Soon in the Reputation Audit
- Competitor & local averages — Compare review counts to nearby businesses in the same category
- Customer sentiment summary — Quickly see what customers are saying based on recent reviews
If you have any doubts or suggestions -
- do write us at prospecting@gohighlevel.com or add them to our ideas board
- We are working on our next roadmap, if you want to brainstorm any suggestion, do pick a slot with Product Team at: https://speakwith.us/anmol-rattan