- Public Review Score (PRS): built from reviews on external portals such as Google, Booking.com and TripAdvisor.
- Survey Score: built from the responses to your own Customer Alliance surveys.
This was a deliberate decision. Here is why.
They measure different things:
A public review and a survey response are collected in different ways, from different guests, and they ask different questions. Averaging them into one number gives a score that looks precise but is hard to act on, because you can't tell what moved it.
It keeps your public score accurate:
If one business unit has more than one survey (for example a hotel survey and a restaurant survey), a combined score would mix those in as well. Your score would then move because of restaurant feedback, and it would no longer reflect what guests see about you online.
Like-for-like comparisons still work:
Where the question is the same, such as CSAT, results are still compared directly. The split only applies where combining the data would mix different kinds of feedback.
What this means for your reporting:
If you track a combined V1 score in your KPIs or budget, we recommend tracking the two separately from now on:
1. PRS for your public reputation
2. Survey Score for direct guest feedback.
Because the method has changed, the V2 numbers won't line up exactly with your old combined V1 score.
Questions? Your Customer Success Manager is happy to walk you through it.