How to Improve ORI Coverage and Understand Total Coverage
Coverage depends on the type of metric: Online Reputation Index (ORI) Coverage evaluates all respondable reviews while placing greater weight on detractor reviews; Total Coverage evaluates respondable reviews without penalizing detractor reviews.
What is ORI Coverage and how is it calculated?
ORI Coverage: Calculated by taking all reviews eligible for a response and applying a higher weight or penalty to detractor reviews. As a result, negative reviews have a stronger impact on this metric.
What is Total Coverage and how is it calculated?
Total Coverage: Calculated by taking all respondable reviews without applying any penalty for detractor reviews.
Why might coverage fail to increase?
Coverage may not increase if there is at least one detractor review pending approval or left unanswered, as ORI Coverage penalizes detractor reviews and requires them to be answered to count fully toward the score.
What actions should I take to increase coverage?
- Identify reviews pending approval and unanswered detractor reviews.
- Prioritize responding to detractor reviews before addressing other reviews.
What outcome is expected after publishing pending responses?
Once the response to a pending detractor review is published, the ORI Coverage will increase and can reach 100% provided no other unanswered detractors remain.
The key difference between both metrics lies in how detractor reviews are handled: ORR Coverage penalizes them and requires responses to achieve full coverage, whereas Total Coverage simply counts all respondable reviews without penalty. Prioritizing responses to detractor reviews is the recommended approach to boost ORI Coverage.