Reputation: network review health at a glance

What the Reputation board shows

Reputation is where HQ reads how the network is doing in front of customers, without ever opening a single review. Every connected franchisee's Google and Yelp presence rolls up nightly into a per-office composite score, and this board lays those composites out as one network-wide picture: which offices are struggling, which are trending down, which are setting the pace, and which are generating the most review volume.

Verinode never shows HQ a customer's actual review text, a reviewer's name, or anything from a franchisee's private business records. What HQ sees is the aggregate: a composite number, a star rating, a review count, a trend direction, all computed from the franchisee's own connected review platforms and rolled up to the group. A franchisee's underlying business data, and the words a customer actually left on Google or Yelp, never leave that franchisee's own view. This is the same aggregates-only boundary that runs through every HQ surface: the network intelligence layer reports standing and trend, not the private detail behind it.

Where to find it

Open Reputation from the HQ sidebar at hq.verinode.ai/reputation. In the sidebar it lives in the Revenue group, alongside Accounts and Sales & Marketing, positioned right after Accounts to mirror where Reputation sits on the operator (IQ) side.

A Download board slide button sits fixed in the top-right corner of the page (it shifts left automatically if the agent panel is open). One click generates a PDF snapshot of this section for board reporting, no manual screenshotting required.

The hero: network reputation

At the top of the page, a large headline number is the network composite, the average of every reporting franchisee's composite reputation score, on a 0-100 scale. A pill beside it reads the count of franchisees with reputation data (for example "6 franchisees"), colored green when none are below threshold, shifting to yellow and then to red as more offices fall under the below-threshold line.

Under the headline, a line of text summarizes the network in one sentence: total reviews across the network, how many franchisees are improving, and how many are declining, for example "142 total reviews · 3 improving · 1 declining." Three secondary numbers sit beside the headline:

• Google avg, the network's average Google star rating, with the total Google review count across the network underneath. Colored green at 4.5 stars and above, neutral from 4 to 4.5, and yellow below 4.
• Yelp avg, the same shape for Yelp: average rating, total review count, same color bands.
• Below threshold, a count of franchisees whose composite score has fallen under 70, the same count driving the pill color above.

Empty state. Until any franchisee has connected a review platform, the pill reads "No data yet" and the summary line reads: "Reputation data will appear as franchisees connect their Google / Yelp profiles."

Network Review Response

This row only appears once enough offices have registered milestone data for the reviews process. When it's live, it shows a tile labeled Review Response with the network's median days to respond to a review, and, where an anonymized industry median has been published for this metric, a comparison line: "Xd Faster Than Industry," "Xd Slower Than Industry," or "On Pace With Industry" when the two are close. Faster than industry reads green, slower reads red. This is the same process-mining machinery that powers Network Flow elsewhere in HQ: it reads registered milestones (in this case, review posted to review responded), not raw review content.

Until the network has enough registered response data to compute a reliable median, this row simply doesn't render, there's no error state to see.

The four franchisee rows

Below the hero, four horizontal rows list individual franchisees. Every tile in every row opens the same franchisee reputation detail slider when clicked, described below.

Below Threshold

Franchisees whose composite score has fallen under 70, sorted worst first. Each tile shows the composite score rounded to the nearest whole number, the franchisee's name, a rating line combining whatever platforms it has data for (for example "Google 4.1 (38) · Yelp 3.8 (12)"), the review trend when known ("Trend: declining"), and a small gauge visual marking where the score sits against the 70 and 85 thresholds.

Empty state: "All franchisees with reputation data are at or above the network composite threshold (70)."

Declining Trend

Franchisees whose review trend reads declining, regardless of where their composite currently sits, sorted so the lowest composite comes first. Each tile shows the "Declining" label, the franchisee's name, its rating line, and its composite score.

Empty state: "No franchisees show a declining review trend."

Top Performers

Franchisees clearing both a composite score of 85 or higher and at least 10 combined Google and Yelp reviews, so a single five-star review from a brand-new listing can't qualify. Sorted best composite first. Each tile shows the composite score, the franchisee's name, its rating line, its trend, and the same gauge visual, this time reading green.

Empty state: "No franchisees yet meet the top-performer threshold (composite ≥ 85, ≥10 total reviews)."

Most Reviewed

The eight franchisees with the highest combined Google plus Yelp review count, sorted highest first (franchisees with zero reviews on both platforms are left off the row). Each tile shows the total review count, the franchisee's name, its rating line, its composite score, and a small segmented bar splitting the total between Google and Yelp.

Empty state: "Review counts will appear as franchisees accumulate Google / Yelp activity."

The franchisee reputation detail

Clicking any tile in any of the four rows opens a slider for that franchisee with three sections.

1. 1Composite reputation. The franchisee's composite score to one decimal place, shown against the network's peer comparison for that metric, plus a separate BBB rating panel (a letter grade from an external assessor, shown as-is with no peer comparison).
2. 2Per platform. Four peer-compared tiles: Google rating, Google review count, Yelp rating, Yelp review count.
3. 3Scope switcher. A control above the sections lets you switch the peer comparison between Group (this franchisee against others in your own network), Regional, and National.

Each peer-compared tile shows the franchisee's own value, then a delta line against the peer median: "+12% vs median" or "-8% vs median," colored green when the delta is favorable for that metric (a higher rating is good, but so is a lower review-response time elsewhere on the platform) and red when it's unfavorable, with "On par with peers" in neutral gray when the gap is too small to call. Where HQ has set a network program target for a metric, a small tag also marks the franchisee as meeting or falling below that target.

Group scope is available once enough active franchisees in your network have reputation data to compare against, without disclosing anyone's individual number outside the aggregate. When the network doesn't yet have enough active peers reporting, the switcher marks Group as unavailable and the footer explains that the comparison needs more active franchisees in the network before it can unlock, the same cohort-privacy floor used everywhere else in HQ.

Regional and National scope are visible in the switcher but not yet turned on for reputation metrics: selecting either one shows "Industry benchmarks not yet seeded for reputation metrics. Coming in the next slice."

How to use this board

Work it top to bottom. The hero tells you if the network trend is improving or slipping in aggregate. Network Review Response (when it's live) tells you whether the network as a whole is keeping pace with how fast reviews get answered. Below Threshold is your worklist, the offices whose public reputation has actually crossed into risk territory, not just underperforming their own average. Declining Trend catches offices heading toward that threshold before they arrive, which is usually the more useful list to act on since it's a leading indicator rather than a lagging one. Top Performers and Most Reviewed are your proof points, worth pulling into a board slide or a franchisee-facing recognition when you want to show what good looks like across the network.

Related reading

• HQ overview, where Reputation sits among HQ's other network-intelligence sections
• Network health, for the aggregates-only privacy doctrine and process-mining milestones that also power Network Review Response
• HQ benchmarks, for how HQ reads the network against outside industry standing more broadly
• HQ report library, for board-ready exports beyond the single Download board slide button on this page

Data sources