Composite score and BBB rating in the office detail

What this section of the drill-in shows

When you click any franchisee tile on the Reputation board, a slider opens for that office. The first section inside it, labeled Composite reputation, holds two things side by side: the office's composite score with a peer comparison, and its BBB letter grade shown on its own with no peer comparison attached. This article covers that section in full, plus the direction map that decides whether every number in the whole drill-in reads as good news or bad news.

Nothing in this section is a private business record. A composite score and a BBB grade are both built from what is already public: the office's connected Google and Yelp listings, and its Better Business Bureau file. HQ sees the aggregate number and how it stacks up against the rest of the network, never a customer's review text, a reviewer's name, or anything from the franchisee's internal books.

Where to find it

Open Reputation from the HQ sidebar at hq.verinode.ai/reputation, in the Revenue group. Click any tile in any of the four franchisee rows (Below Threshold, Declining Trend, Top Performers, Most Reviewed) to open that office's detail slider. The header names the franchisee, its status (Seeded, Invited, or Active), its location when your network's entity model allows named locations, and a pill showing either its review trend ("Trend: improving," "Trend: stable," or "Trend: declining") when a trend is known, or a review-count pill ("N reviews" or "No reviews") when it isn't.

Directly under the header sits the scope switcher, and directly under that, Composite reputation is the first of two sections in the slider, followed by Per platform.

Composite score

What it is. The composite score is a single 0-100 number that blends the office's public Google and Yelp standing into one figure, computed nightly by Verinode's aggregation pipeline. It is the same underlying number that drives the network hero average and the four franchisee rows on the main Reputation board, here shown for one office with a peer comparison layered on.

What you see. The tile shows the office's own composite score to one decimal place (for example "78.4"), or an em-dash-free "-" when no score has been computed yet. Below it, once the peer cohort qualifies, a comparison line reads the peer median for the active scope and, where a percentile is available, the office's rank within that scope ("Median 74.2 · p62"). Below that, a colored delta line reads the office's own score against that median as a percentage, for example "+8% vs median," or "On par with peers" in neutral gray when the gap is under 5%. Because composite score is a higher-is-better metric, a positive delta shows green and a negative delta shows red or amber depending on how far off the median it sits (see Direction of good, below).

If the group has an active program with a network target set on composite score, a tag appears under the delta: "✓ Meets target" in green or "✗ Below target" in amber-red, with the target figure in parentheses (for example "(target 80.0)"). Hovering the tag shows which program set that target.

When the peer comparison isn't available. If the active scope's peer cohort doesn't yet qualify for comparison, the tile shows "Cohort too small" (Group scope) or "Pending benchmark seed" (Regional or National scope) in place of the median line, and no delta or target tag renders. See Scope switcher, below, for how cohort qualification works.

BBB rating

What it is. The Better Business Bureau assigns a letter grade to accredited and rated businesses based on complaint history, transparency, and time in business. Verinode reads that grade for each connected office and displays it as-is. It is an external assessor's judgment, not a Verinode-computed score, so unlike every other tile in this drill-in, it never carries a peer median, a percentile, or a delta.

What you see. A plain tile labeled BBB rating shows the office's letter grade (A+, A, B, and so on) in large type, with the caption "Letter grade · external assessor" underneath. When no BBB grade is on file for the office, the tile shows "-" instead of a letter.

Why there's no peer comparison here. BBB grades are ordinal letters, not a continuous number, so a network median or percentile wouldn't mean anything numerically. The composite score already gives you the comparable, cross-office number; the BBB tile exists to add the one external, non-Verinode signal into the same section without forcing it into a peer-ranked format it wasn't built for.

Direction of good: how every metric in this drill-in is read

Every peer-compared tile in the franchisee reputation detail, composite score, Google rating, Google review count, Yelp rating, and Yelp review count, is defined as a higher-is-better metric. That single direction setting is what decides whether a delta line shows green (favorable) or red/amber (unfavorable) when an office's number sits above or below its peer median:

| Metric | Direction | What a positive delta means | |---|---|---| | Composite score | Higher is better | The office's blended reputation reading is stronger than its peers' | | Google rating | Higher is better | The office's average Google star rating is stronger than its peers' | | Google review count | Higher is better | More Google reviews is read as a more credible signal, not noise to discount | | Yelp rating | Higher is better | The office's average Yelp star rating is stronger than its peers' | | Yelp review count | Higher is better | More Yelp reviews is read as a more credible signal |

That review-count row is worth calling out explicitly, because it isn't obvious on its face. A higher review count isn't "more complaints" or "more noise": Verinode treats review volume as a proxy for how much of the office's real customer base has actually left a rating, so a low count on an otherwise-good average rating is flagged as a thinner, less certain signal, not a black mark. The delta math itself doesn't change: the tile still reads the office's count against the peer median and colors the gap the same way as every other higher-is-better metric.

Reputation is one of the simpler sections in HQ this way. Sections built around cost, cycle time, or turnover ratios mix higher-is-better and lower-is-better metrics in the same drill-in, and the delta coloring flips accordingly. In the reputation detail, every single metric points the same direction, so a glance at the color of every tile tells you the same thing: green is good, red or amber needs a look.

Scope switcher

Above the Composite reputation and Per platform sections sits the same Group / Regional / National switcher used across HQ's peer-comparison surfaces.

• Group compares the office against other active franchisees in your own network. It's available once your network has enough active offices reporting composite reputation data to compare against without exposing anyone's individual number outside the aggregate; the exact count needed isn't shown to preserve that same floor. Below the qualifying line, the switcher marks Group as unavailable with a hint that more active peers are needed.
• Regional and National are visible in the switcher today but not yet turned on for reputation metrics. Selecting either shows "Industry benchmarks not yet seeded for reputation metrics. Coming in the next slice," in the footer line under the tiles.

A footer sentence under the tiles confirms which scope you're reading and its confidence tier ("Within-network comparison · Directional · n=14," for example), or explains why the current scope isn't available, mirroring the tile-level messaging above.

How to use this section

Read the composite score first: it's the one number that answers "is this office's public standing solid" without you opening a single review. Use the peer delta to tell strong-in-isolation from strong-for-the-network, an office at 78 might feel fine until the peer median shows the rest of the network sitting at 85. Check the BBB grade as a second, independent read, since it comes from an assessor outside Verinode's own pipeline and can catch something the review platforms alone would miss (a BBB complaint pattern doesn't always show up as a lower Google or Yelp average). If a network target is active on composite score, the meets/below tag turns this from "how do we compare" into "are we in compliance," which is the version of this section that belongs in a program review.

Related reading

• Reputation: network review health at a glance, for the network hero, the four franchisee rows, and the full drill-in this section lives inside
• Reputation Watch and Top Reputation, for how the same composite score is used to flag members on the Compliance page
• Network health, for the aggregates-only privacy doctrine that governs every HQ surface
• HQ programs, for how a network target gets set on a metric like composite score in the first place
• HQ benchmarks, for how HQ reads network standing against outside industry data more broadly

Data sources