Impact Score

The Impact Score tile shows the performance score over time – which is an average of your hotel’s ratings over the time period you’ve selected. Unlike your Overall Score, newer reviews aren’t given any more weight in this calculation – it’s a simple average.

When you click the tile to expand it, you will see information about the Impact Score:

Impact Scores

Impact Scores help fill in the gaps between what people say, and how that impacts the scores they leave. We base our insight on our semantic analysis, which works across over a dozen languages. We learn, in each city and across the globe, how strongly compliments or complaints in a semantic category (management, housekeeping, WiFi, bathrooms, friendliness, etc.) tend to affect the scores that the hotel receives. Unsurprisingly, complaints about management correlate with lower scores; and compliments about the housekeeping tend to correlate with higher scores. Our model leverages all the data in all reviews, to learn for each city in the world how strong these effects are. Once we know this, we can estimate the impact that, for example, good housekeeping had on your performance score in a particular time range.

Impact Scores offer insights which may be surprising but cut to the heart of addressing customer concerns. Consider, for example, a hotel with three hundred reviewers commenting on the WiFi and three reviewers commenting on the cleanliness of the pool area. If two or three people like the WiFi, it means there are still one hundred complaints about the WiFi. People expect the WiFi to work, and they’ll give a lower score if it doesn’t; these one hundred complaints have a serious impact on your overall performance score. Even if all three customers commenting about pool cleanliness give a very low score, it won’t have as much impact on the Performance Score as the WiFi. And this is true, even though two hundred guests said the WiFi was good because positive comments about WiFi don’t tend to increase the score the reviewer leaves by a significant margin, the way complaints do. The Impact Score draws attention to the areas that have the largest potential impact on the performance score – the areas that are actually affecting how guests feel and are affecting the scores they give in their reviews.

The insight we offer through Impact Scores leverages all our review data for all hotels so that we can make sophisticated estimates of true impact. 

The impact scores are divided into Negative Impact and Positive Impact. For each category shown, you are able to see how many points your performance score was impacted by. You are also able to view complaints or compliments by clicking the option under the appropriate column. You can see details pulled from the reviews itself in the details column. Please note that details are only pulled from reviews written in your user interface language. The competitors’ column benchmarks your property´s sentiment performance to your competitors.