Your Trust Score and How you're doing

What this page shows

Reputation is where Verinode reads your public review profiles, Google, Yelp, BBB, Facebook, and Trustpilot, and turns them into one number you can act on: a 0-100 Trust Score. It sits alongside your response rate, the share of reviews that read positive, and a per-platform breakdown, so you can see at a glance whether your public reputation is healthy, drifting, or exposed, and exactly which platform needs attention first.

Verinode does not post, respond, or claim anything on your behalf. It reads the reviews and profile data that already exist on each platform, scores them, and lays the picture out plainly. You decide what to fix and when.

Where to find it

Open Reputation from the sidebar at iq.verinode.ai/reputation. The page opens on the Reputation home, with three rows stacked top to bottom: Take Action (decisions), Overview (three metric tiles), and Review profiles (one tile per platform). Clicking the How you're doing tile in the Overview row, or clicking a Carrier Scorecards or Customer Surveys entry point, opens the full "How you're doing" card, the standing card this article is about.

The Reputation card slider itself has three tabs: Reviews (violet, the full review list), How you're doing (green, this article), and Findings (copper, reputation decisions). This article covers the middle one.

The Trust Score

What it is. The Trust Score is a single 0-100 number that blends everything Verinode knows about your public reputation into one read. It appears as the large headline number at the top of the Reputation page and again at the top of the "How you're doing" card.

How it is built. Verinode computes a Trust Score for each platform you have connected, from four inputs:

• Average rating (40% of the score), your star rating on that platform, normalized against the 1-5 scale.
• Response rate (30%), the share of reviews you (or an AI-copied reply) have responded to.
• Positive percentage (20%), the share of reviews Verinode's sentiment read classifies as positive.
• Review volume (10%), a small bonus for having a meaningful number of reviews, capped once you pass a healthy volume, so a young profile with only a handful of reviews is not punished forever for having a small sample.

Your overall Trust Score, the one on the hero panel and the standing card, is a volume-weighted blend of your per-platform scores. A platform with more reviews carries proportionally more weight in the overall number, so one lightly reviewed profile cannot single-handedly swing your score.

What the hero panel shows underneath it. Below the Trust Score, a plain-language line grounds the number in terms you already think in:

• If you have not connected any profile yet: "Connect a profile, Google, Yelp, or BBB, to start tracking your reputation."
• If Verinode has an average rating: "4.6★ across 132 reviews."
• If reviews exist across platforms but no single average rating is available yet: "132 reviews across 2 platforms."

Beside the Trust Score, a reply-rate pill reads your current response rate and colors it: Expand green once you are replying to most of what comes in, Maintain yellow in the middle band, and Analyse red when reply rate is falling behind. Two smaller stats sit to the right, Reviews (total review count, "All Platforms" once you have any, "Connect A Profile" until you do) and Profiles (how many platforms you have connected, "Connected" or "None Yet").

The composite numbers: avg rating, response rate, positive %

Inside the "How you're doing" card, the composite block repeats the Trust Score alongside its three feeder metrics, so you can see the score and its ingredients in one glance:

• Trust Score, out of 100, the same volume-weighted composite from the hero panel.
• Avg Rating, your star rating averaged across every connected platform, weighted by review count.
• Response Rate, the percentage of reviews across all platforms that have a reply on record, whether you wrote it or copied Verinode's AI-suggested response.
• Positive %, the share of all reviews that read as positive sentiment.

These three feeder numbers are exactly what feeds the Trust Score formula above (minus the volume factor, which does not show as its own tile). If your Trust Score moves, one of these three moved first, check them in this order: a rating dip usually means a real quality issue, a reply-rate dip means you have fallen behind on responses, and a positive-percentage dip means the tone of what customers are writing has shifted even if the star rating has not caught up yet.

By platform

Below the composite block, a By platform list gives you one row per connected platform, Google, Trustpilot, Yelp, BBB, and Facebook. Each row shows:

• A colored dot for the platform's stance: green for Healthy, amber for Drift, red for Exposed, gray for Watching.
• The platform name and a short stance reason in plain words, for example "Trust score 62, room to improve" or "Driven by trust score 44, 3 negative reviews in 90d."
• On the right, the platform's own Trust Score and review count, formatted as "72 / 148n", meaning a Trust Score of 72 built from 148 reviews. Platforms with no scored reviews yet show a dash.

What the stances mean:

• Watching (gray): either the profile is not connected yet, or it is connected but Verinode has not scraped any reviews for it yet.
• Exposed (red): the platform's Trust Score has dropped below 50, its response rate has dropped below 40%, or it has picked up a burst of three or more 1- or 2-star reviews in the last 90 days. The reason line names which of those drivers is behind it.
• Drift (amber): the platform's Trust Score sits in the middle band, improving territory, not yet strong.
• Healthy (green): a solid Trust Score with a strong response rate. The reason line states both numbers.

Use the by-platform list to see which single profile is dragging the composite down. A composite Trust Score of 68 can hide one Healthy platform at 85 and one Exposed platform at 40, the by-platform list is where that split becomes visible.

How you compare

This section shows how your composite numbers stack up against your peers, average rating, reply rate, and Trust Score, each rendered as a you-vs-peer row: your value, the peer figure, and the gap between them. Verinode compares you against the tightest peer group it has enough data to support for you, your franchise network first if you belong to one, then your region, then the national pool, so the comparison is as close to your real competitive set as possible without ever exposing which operators are behind it.

Empty state. Until Verinode has enough peer data behind any of the three metrics, this section reads: "Peer comparisons appear as more operators like you connect their review profiles." Nothing renders as zero or blank, the section simply waits for enough of the network to have connected profiles.

See how benchmarks work for how Verinode builds every peer comparison across the platform, and reading a benchmark for how to read a you-vs-peer row.

Carrier vs customer gap

This subsection only appears when Verinode has flagged at least one active divergence, most operators will never see it, which is by design. It surfaces a specific and useful contradiction: a carrier's scorecard says you are performing well on a metric, but your customers are rating you lower on the ground. That gap is worth closing before it shows up in the carrier's own numbers.

What you see when it is present: a plain-language intro ("Where a carrier scorecard says you're solid but customers rate you lower, close these before the scorecard catches up") followed by a list, one row per gap. Each row shows the carrier's name (or "A carrier" if unmatched), the topics customers are actually mentioning when they rate you lower ("Customers mention: response time, cleanup"), and a red Gap tag on the right. There is no chart, no jargon, and no statistical detail here on purpose, just the plain-English signal and what customers are saying.

Carrier scorecards

What it is. Carrier scorecards are the compliance metrics carriers track on you directly, logged under Clients. This subsection is the raw input behind the carrier-vs-customer gap above.

What you see. A list, one row per scorecard metric, showing the carrier name, the metric (humanized, for example "Rework Rate" or "Complaint Rate"), and the period it covers ("period start → period end"). On the right, the actual value against the target value when one is set ("actual / target"), and a status tag: Meeting target (green) or Below target (red). Whether higher or lower is better depends on the metric, rework rate and complaint rate are lower-is-better; everything else is treated as higher-is-better.

Empty state. "No carrier scorecard data yet. Log carrier-side metrics in Clients and they show up here as the input to the carrier ↔ customer wedge."

See Clients and carriers for where scorecard data comes from.

Customer surveys

What it is. If you send satisfaction surveys through your CRM, this subsection rolls up the customer-facing responses (as opposed to carrier compliance scorecards above).

What you see. Six figures in a grid: Responses (total responses received), Avg rating (average reply rating across responses, shows a dash until that figure starts populating), Response rate (responses divided by surveys sent, as a percentage), Last 30d and Last 90d (responses received in each trailing window), and Surveys (total surveys sent).

Empty state. "No customer survey responses yet. Solicited feedback from your CRM appears here once responses land."

Reputation tasks

A five-item checklist of the highest-leverage reputation actions, each with a checkbox you can toggle by clicking it:

1. Claim your Google Business Profile. Verify your business on Google so reviews and photos show up in local search.
2. Respond to negative reviews within 24 hours. Speed of response is the single biggest factor in recovering an unhappy customer.
3. Request reviews from satisfied customers. Use your existing CRM to ask happy customers for a review 7 days after job close.
4. Set up review notifications. Get alerted the moment a new review lands so you can respond inside the 24-hour window.
5. Monitor BBB monthly. Check your BBB rating and open complaints once a month, carriers reference it during program reviews.

A progress line above the list reads "N/5 done, M remaining." Checking a task off is a manual action, Verinode records what you have completed, it does not auto-detect these five.

Profile improvement guide

When you have a primary connected profile (currently Google), a Profile Improvement Guide sits at the bottom of the standing card with its own progress bar out of nine items: business description, exterior/office photos, before/after project photos, team photos, business hours, service areas, responding to all reviews, and setting up a review-request process. Each item carries a short stat on why it matters (for example, profiles with detailed descriptions rank meaningfully higher in local search) and, when expanded, a concrete tip for how to do it.

Where Verinode can read the answer directly from your connected profile, description, photo count, and hours, it marks the item Detected or Missing automatically from what it finds. For a description specifically, you can also click Generate Description to have Verinode draft one from your company name, service mix, city, state, and years in business, ready to paste onto your profile. Items Verinode cannot detect from the API (service areas, whether you respond to every review, whether you have a review-request process) are yours to judge and check off yourself.

Best-practice example

Say your Trust Score reads 71, comfortably Healthy on the composite, but the by-platform list shows Google Healthy at 82 and Trustpilot Exposed at 38 with the reason "Driven by trust score 38, response rate 22%." That is the platform to fix first, not the composite. Open the by-platform row, then use the Reviews tab (filtered to Trustpilot by clicking that platform's source tile from the Reputation home) to work through the unanswered reviews directly. If a carrier-vs-customer gap is also showing for the same period, check whether the topics customers mention line up with what is dragging Trustpilot down, response time complaints in the reviews and a "response time" mention in the gap section usually point at the same root cause: you are behind on replies on that one platform, not on your reputation generally.

Data sources

Related: Clients and carriers, How benchmarks work, Reading a benchmark, The decision workspace.