How is my review rating calculated?

Here’s how it works:

1. Overall satisfaction is doubled: this question usually represents your guests’ general experience at your property, so it carries extra weight.
2. All of your other main KPIs (excluding overall satisfaction) are added together to give a total percentage. (if you don’t have any other KPIs within your survey, your review rating will be based on your overall satisfaction question only)
3. Count the total number of rating questions (excluding overall satisfaction)
4. Divide the total percentage by the number of questions to get an average rating percentage for all the individual main KPIs.
5. Finally, your total review rating is calculated as follows: (Average rating percentage + Overall satisfaction) / 3 - The score is divided by 3 to ensure your rating is balanced across all KPIs, so that a single low score doesn't disproportionately affect the overall average.

Please see the example below of how to calculate this for your individual questionnaire review:

Questionnaire Review Received  

Overall Satisfaction 4/5 = 80%

Room 4/5 = 80%

Cleanliness 5/5 = 100%

Location 5/5 = 100%

Service 4/5 = 80%

Value 4/5 = 80%

Your Primary Service Ratings (PSR) will provide you with a total percentage (PSR (excluding overall satisfaction) total / no. of PSR questions excluding the overall satisfaction question) = 440 / 5 = 88%

Now, double your Overall Satisfaction (4/5 = 80%) x 2 = 160%

Review Rating = (Total percentage + Overall Satisfaction x2)  / by 3 : (88% + 160%) / 3 = 82.67% rounded up to 83%.

We then work out your GRR by calculating the average score from all of your Overall Ratings received for each indivdual online (Eg. Tripadvisor) and questionnaire review. This gives you a true overall score of how your property is doing, which you can easily track in the GuestRevu Trend Analysis graph lower down.

(Please note: the calculations may differ based on what questions you have in your questionnaire and the rating scale used)