KPI (key performance indicator)
Measurement and monitoringA KPI is a metric chosen to track progress toward a specific outcome, such as improved trust, reduced churn, or faster response time. Reputation KPIs often include average rating, review recency, response rate, sentiment by topic, and brand SERP composition. The best KPIs are tied to owners and actions, so the metric changing triggers clear next steps rather than reporting alone.
KPIs turn reputation work into measurable operations rather than vague activity.
You set a KPI to respond to 95% of reviews within 24 hours and to reduce negative refund mentions by 30% quarter-over-quarter.
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