Brand Trust
0–10Measures whether communities consider the brand credible, dependable and likely to act in customers' interests.
Current methodology
The Community Intelligence Scorecard
The Community Intelligence Scorecard is a structured framework for measuring how a brand is understood, experienced and discussed across public online communities.
It goes beyond general sentiment by examining nine distinct dimensions of the relationship between a brand and the communities around it.
Scoring formula
Each criterion is scored from 0 to 10. The nine scores create a maximum raw total of 90.
Overall score = round((sum of nine criterion scores ÷ 90) × 100)
Pillar scores are calculated from their three criteria and shown for readability. They are not counted a second time.
Pillar 1
Perception
Measures what communities believe about the brand, its products and its ability to move forward.
Product Satisfaction
0–10Measures how positively communities describe the experience, quality and usefulness of the company's products or services.
Innovation Perception
0–10Measures whether communities believe the brand is progressing, adapting and providing meaningful innovation.
Pillar 2
Participation
Measures how communities interact with the brand, recommend it and shape its public narrative.
Community Engagement
0–10Measures the volume, depth and continuity of organic participation surrounding the brand.
Advocacy
0–10Measures the willingness of customers and community members to recommend, defend or promote the brand without being asked.
Narrative Consistency
0–10Measures whether different communities describe the brand in a coherent way or whether fragmented and conflicting narratives are developing.
Pillar 3
Strategic Value
Measures how community conversations affect competitive decisions, customer experience and visibility within AI generated recommendations.
Competitive Position
0–10Measures how the brand is compared with alternatives and where communities believe it wins or loses.
Customer Support
0–10Measures community experiences with support, issue resolution, account recovery, refunds and post-purchase service.
AI Search Readiness
0–10Measures the strength, credibility and accessibility of the public evidence layer available to AI answer engines.
Editorial methodology note
Community Intelligence Scorecards are based on publicly available community conversations, customer reviews, forum discussions, social content, public brand signals and relevant editorial evidence. The score represents an evidence led assessment at a particular point in time and may change as community narratives evolve.
The score is an analytical assessment rather than an official company rating and should be read alongside the written report, not in isolation.