Customer Engagement Suite Glossary
Review Terms
Average Rating:
The combined sum of all of your review ratings divided by the number of reviews you have on top sites.
Business Listings or Listings:
This is the web page on a site that includes information for the business. The listing information for the business typically includes name, address and phone. It also includes reviews posted about the business by site users. These are the reviews that are presented within Customer Intelligence, so the business can monitor its reputation and engage with consumers. Note that the business listing usually includes other information about the business as well, including the category of the business, photos, logos, hours of operation, menus, etc.
Challenge Question:
A security question that you may have to answer in order to connect to your listing. These occur because the site sees you logging in from a new location and wants to verify that it’s you.
Claiming or Claiming a Listing:
Securing a username and password to access and update your listing information and/or reply to reviews on top sites.
Connect Listing or Validate Credentials:
Entering in your username and password to a top site in order to reply to reviews and update listing information.
Filtered Reviews:
Some sites, most notably Yelp, have algorithms that decide whether or not to display reviews. The site’s algorithm may determine to filter a review and either not display it, or display it in a separate area called, Not Currently Recommended. Note that the reviews may change from a not recommended status to a normal display status at different times.
Marketing Score:
How well your business is using top sites to attract and retain customers. The Marketing score is based on individual scores based on your reviews, your visibility on top sites, your level of social activity, and any promotions found for your business. The score has no floor or ceiling and is relative to your competitors. To raise the Marketing score, first make sure you’ve claimed your business on social media/directory sites. Stay active on the web including updating your company website, posting on social media, and replying to reviews.
Negative Review:
Any review that is 2 stars or below.
Neutral Review:
Any review that is 3 stars.
Positive Review:
Any review that is 4 stars or above.
Promotional Score:
Your use of online offers and promotions to attract customers to your business. This may include coupons available from your business website as well as, those on Valpak and Money Mailer, Groupon, Living Social, and other deals your business may be running.
Replying:
Entering a response from the business to specific reviews posted by consumers on the business’ listing. Note that replies are typically posted publicly and immediately for all to read below the review.
Review:
This is the description of the consumer’s experience with the business that is posted on the business’ listing by the site user. The intent is to let others know what opinion they have of the business. Reviews include a Rating from 1 to 5, 5 being best and may also include photos. The reviews often include the date the review was posted to the site which is independent of when the user may have visited the business.
Review Score:
The reputation that consumers see when they find you online, based on the star-rating and amount of reviews your business receives. This score can go negative if your average star-rating goes down due to excessive negative (1 or 2-star) reviews.
Site, Top Site, Review Site, Web site, Social Site:
All may be used interchangeably to describe the sites where Customer Intelligence monitors reviews, e.g. Google, Yelp, Facebook.
Site Credentials or Credentials:
This is the username and password created when claiming a business’ listings on a site.
Social Score:
How well your business connects with customers via the social media sites Facebook and Foursquare. Customers may be connecting with your business on these sites, and you may not even know it. The more customers that "Like" your business and/or "Check-in", the more you are able to encourage them to come back and tell their friends about your business.
Star Rating or Review Rating:
The number of stars, on a scale of 1 to 5, 5 being best, that a consumer uses to rate the business. The STAR rating may have an accompanying description of the consumers experience of the business, but this is not always required and consumers can post just a star rating without a review.
User, Site User, Consumer:
This is the person posting the review on the site. The User is typically required to include their name or abbreviation of a name and a photo. Note that there is no validation by the site that the name or photo are accurate.
Visibility Score:
The status of your listings as to how well they attract customers to your business. This score increases when your business is found on top sites, information is displayed correctly and consistently, and listings are enhanced with additional features to attract customers.
Websites
Caring.com:
Caring.com is the leading online destination for those seeking information and support as they care for aging parents, spouses, and other loved ones.
Citysearch:
Citysearch helps you find local businesses in your city and neighborhood. Citysearch is an operating business of CityGrid Media.
Facebook:
The world’s largest online social media website.
Foursquare:
Foursquare is a technology company that uses location intelligence to build meaningful consumer experiences and business solutions.
Google My Business:
Google My Business is a free and easy-to-use tool for businesses and organizations to manage their online presence across Google, including Search and Maps.
OpenTable:
Software driven online reservation service.
SeniorAdvisor:
SeniorAdvisor.com equips families with the best information available so you can make confident choices about senior care and services.
Superpages:
Superpages.com is the local expert, and a top online resource for finding information and insights on businesses and retailers.TripAdvisor:
TripAdvisor, the world’s largest travel site*, enables travelers to unleash the full potential of every trip. It contains more than 500 million reviews and opinions, covering the world’s largest selection of travel listings worldwide. *Source: comScore Media Metrix for TripAdvisor Sites, worldwide, May 2017
Yelp:
Publishes crowd-sourced reviews about local business and includes the online reservation service Yelp Reservations and online food-delivery service Eat24. The company also trains small businesses in how to respond to reviews, hosts social events for reviewers, and provides data about businesses, including health inspection scores.
Listing Terms
Excellent Listing:
A businesses’ listing that has a name, address, phone number, city, hours, descriptive copy, website, categories, photos, and reviews all listed, as well as some replies to reviews.
Good Listing:
A business listings that has name, address, phone number, city, and hours all listed.
Weak Listing:
A business listings that only has a limited amount of information about the business, e.g. a listing with just name and phone number.