Loopon is collecting online reviews from numerous review sources. The four Reputation KPIs displayed on top of the page are all based on aggregated data from the public sources included in the Reputation Management module.
Key Metrics Explained
- Reputation Score
A unique Loopon metric rated from 0 to 10, based on your review score, ranking, number of reviews, and response rate. Because it considers multiple factors, achieving a perfect 10 is challenging. Instead of focusing on the absolute score, we recommend comparing your Reputation Score with your competitors, as shown further down in this tab. - Online Ranking
Your average rank within your area (typically a city). This KPI is calculated by averaging your ranking across different OTA sources (listed in the Source column on the left). If two hotels have similar rankings on different sites, they may end up with the same Online Ranking. For example, if your hotel ranks #1 and #3 on two platforms and a competitor ranks #2 and #2, both will have an Online Ranking of #2. - New Reviews
Displays the total number of online reviews received in the past 30 days. - Response Rate
The percentage of reviews from the last 30 days that have received a management response. This is calculated by dividing the number of responses by the total number of reviews on platforms where management responses are supported. Note that a response is only included in this metric once it has been approved and published on the respective review site—Loopon can only collect it after it goes live.
Important notes on Reputation Scores
When reviewing your reputation metrics, keep the following in mind:
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Response Rate applies only to online reviews—it is not connected to guest survey responses. Replies to feedback left via email surveys do not impact this percentage.
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Even if you’ve responded to all guest reviews across different OTAs or via Loopon (for Booking, Google, and Facebook, if the two-way connection is activated), your Response Rate won't instantly update to 100% due to several factors:
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OTAs review and verify guest reviews before publishing them. Loopon can only register a response after it has been approved and published. If a response is pending on Booking.com for several days, Loopon cannot track it until it's live. In such cases, you may need to contact the OTA directly.
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Loopon continuously collects published management responses throughout the day, but there may be a short delay of one to two hours before updates appear.
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The Response Rate is not influenced by marking an issue as ‘Done’ in the Feedback tab. Only published management responses on OTAs count toward this metric.
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Response Rate is based on a rolling 30-day period, meaning it fluctuates daily. Due to publication delays and OTA-specific processes, achieving 100% is nearly impossible—but the goal should always be to reach the highest percentage possible!