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title: What is the CA Score?
description: What is the CA Score?
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1. [Customer Alliance Knowledge Base](https://support.customer-alliance.com/v2-knowledge-base?hsLang=en)
2. [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
# What is the CA Score?
## The CA Score (Customer Alliance Score) is one number for how satisfied your guests are. It is a combination of your online review score and survey score, on a scale of 0 to 100%. It sits beside your Public Review Score and your Survey Score. It does not replace either of them.
### Your three scores
Each score answers a different question, so use the one that fits what you want to know.
| Score | What it is built from | The question it answers |
| --- | --- | --- |
| Public Review Score | Reviews on the online portals you have connected, such as Google, Booking.com and Tripadvisor | How do we look to someone comparing hotels online? |
| Survey Score | Your own Customer Alliance guest surveys | What do our guests tell us directly? |
| CA Score | Half the Public Review Score, half the Survey Score | How are we doing overall? |
The Public Review Score is for external portals only, so you can compare it with any score on external sites. The Survey Score is for your surveys only.
Read more in [Why V2 shows your Public Review Score and Survey Score separately](https://support.customer-alliance.com/v2-knowledge-base/why-v2-shows-your-public-review-score-and-survey-score-separately?hsLang=en).
### How the CA Score is calculated
The CA Score gives your online reviews and your surveys exactly half each, for the same properties and the same dates.
``
For example, a Public Review Score of 86% and a Survey Score of 92% give a CA Score of 89%. Wherever the CA Score appears, both halves are shown next to it, so you can always check the sum.
- **Online portals:** the average rating of reviews from your connected portals, by the date each review was written. Reviews you import from a file or send through the API are not included.
- **Surveys:** the average overall score of completed survey responses, by the date each was completed. Only surveys that count toward the CA Score are included (see below).
- **A group's own survey:** a survey located in your head office or a region counts toward that group's CA Score, not toward each property's. A property's CA Score uses the surveys that property runs.
- **The recommendation question:** in a web survey, "How likely are you to recommend us?" is reported as your NPS and never counts toward the overall score. In a WhatsApp micro survey it is the rating itself, so it counts.
- **When one half has no ratings:** the CA Score is the half that has them, and says so with "Online portals only" or "Surveys only".
- **When neither has ratings:** you see "—", never 0%.
- **When a half has fewer than 10 ratings:** the score is greyed out and marked "Few ratings behind this score". Treat it as an early signal, not a result.
### Why the two halves count equally
Equal halves keep your CA Score about how satisfied guests are, not about how many reviews or responses you collected.
If every review and every survey response went into one average, whichever you had more of would decide the number. A hotel that surveys every guest can collect ten times more responses than online reviews, so its score would simply be its survey score. Starting a new survey campaign would then move the score even though no guest was any happier.
With fixed halves, the CA Score means the same thing for every property: half what guests say in public, half what they tell you directly.
### Choose which surveys count
Every survey counts toward your CA Score unless you switch it off, including surveys moved over from V1. Switch off any survey that does not measure how guests felt about their stay, such as a restaurant, spa, employee or pre-stay survey.
To switch a survey off:
1. Go to **Surveys** and open the survey.
2. Click the settings icon at the top of the editor to open **Survey Settings**, then choose the **Responses** tab.
3. Turn off **Counts toward CA Score**.
4. Save the survey.
The change applies straight away, to the survey's past responses as well as new ones, and your guests see nothing different. In your survey list, a survey you have switched off shows a **Not in CA Score** label.
A new survey made from the Pre-stay template starts switched off, because it is sent before guests arrive.
**New version?** Go through your survey list once and switch off anything that is not a stay survey. Until you do, every questionnaire you brought over counts.
### Where you'll see your CA Score
Your CA Score follows the property and dates you pick, everywhere it appears.
| Where | What you see | Learn more |
| --- | --- | --- |
| Dashboard | A CA Score tile at the top, with both halves, the change on the previous period, and progress towards your target | [Getting Started with Your Dashboard](https://support.customer-alliance.com/v2-knowledge-base/what-question-is-your-article-ansgetting-started-with-your-dashboardwering?hsLang=en) |
| Analytics, Trends tab | A CA Score tile, a "CA Score over time" chart with both halves, and a CA Score column in the property table that you can sort | [Exploring the Analytics Dashboard](https://support.customer-alliance.com/v2-knowledge-base/exploring-the-analytics-dashboard-?hsLang=en) |
| Reports | A CA Score row in the Executive Summary and a CA Score column in the Property Comparison, in PDF and Excel, scheduled reports included | [Generating and Scheduling Reports](https://support.customer-alliance.com/v2-knowledge-base/generating-and-scheduling-reports-?hsLang=en) |
| Your digest | The CA Score as a figure in the "Since your last visit" tile and in the scheduled digest email | [Generating and Scheduling Reports](https://support.customer-alliance.com/v2-knowledge-base/generating-and-scheduling-reports-?hsLang=en) |
| Your AI assistant | Ask for "our CA Score": the assistant reads it with both halves | [Connect your own AI assistant to Customer Alliance](https://support.customer-alliance.com/v2-knowledge-base/connect-an-ai-assistant-to-customer-alliance?hsLang=en) |
| The API | A `ca_score` object on `GET /v4/analytics/scores` | [Introduction to the Customer Alliance API](https://support.customer-alliance.com/v2-knowledge-base/introduction-to-the-customer-alliance-api?hsLang=en) |
To track the CA Score against a target, set one under **Settings › Account › Goals › CA Score target**. The dashboard tile then shows how close you are. It holds back a verdict while the score rests on few ratings.
### Moving from V1: why your CA Score is not your old score
Your CA Score will not match the combined score you had in V1, because it is built differently. That is expected, and it is not a drop in guest satisfaction.
The main differences:
- **Equal halves.** Online reviews and surveys always count half each. A property that collects far more survey responses than reviews may have had a V1 score that leaned towards its surveys.
- **Which surveys count.** Every survey you brought over counts until you switch it off (see above). A restaurant or spa questionnaire that was part of your V1 picture now pulls on your CA Score until you exclude it.
- **Which questions count.** In a web survey, the recommendation question never counts toward the overall score. Each other rated question has its own **Counts towards score** switch in the survey editor, so check the questions on surveys you brought over.
- **Group surveys.** A survey run by your head office counts at group level only, not in each property's score.
For reporting to owners or management, start a fresh baseline from your CA Score. Compare it with itself over time rather than with your V1 number.
### Related articles
**External connections and Integrations**
- [Managing Your Platform Integrations](https://support.customer-alliance.com/v2-knowledge-base/managing-your-platform-integrations-?hsLang=en)
- [Connecting Booking.com for Direct Review Replies](https://support.customer-alliance.com/v2-knowledge-base/-connecting-booking.com-for-direct-review-replies?hsLang=en)
**Survey management**
- [Creating and Managing Guest Surveys](https://support.customer-alliance.com/v2-knowledge-base/-?hsLang=en)
- [Setting Up and Managing Survey Distribution](https://support.customer-alliance.com/v2-knowledge-base/setting-up-and-managing-survey-distribution-?hsLang=en)
- [WhatsApp surveys: set up, manage and send](https://support.customer-alliance.com/v2-knowledge-base/whatsapp-surveys-set-up-manage-and-send?hsLang=en)
- [Survey Creator & Setup FAQ](https://support.customer-alliance.com/v2-knowledge-base/frequently-asked-question-about-survey-creation?hsLang=en)
**Properties and Groups**
- [Managing Properties, Clusters, and Locations](https://support.customer-alliance.com/v2-knowledge-base/managing-properties-clusters-and-locations-?hsLang=en)
- [Welcome to Customer Alliance V2: Getting Started Guide](https://support.customer-alliance.com/v2-knowledge-base/welcome-to-customer-alliance-v2-getting-started-guide?hsLang=en)
- [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
- [Settings](https://support.customer-alliance.com/v2-knowledge-base/settings?hsLang=en)
- [Integrations](https://support.customer-alliance.com/v2-knowledge-base/integrations?hsLang=en)
- [FAQs](https://support.customer-alliance.com/v2-knowledge-base/faqs?hsLang=en)
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