Understand Review Health
Why is my Review Health not 100 when my rating is perfect?
Review Health is not a rating. It scores what you did with your reviews as much as what they said.
Your star rating is worth 45% of it. The other 55% is your response rate and how much of your feedback is positive — and unreplied negative reviews subtract on top of that.
That is why a location can sit at a perfect 5.0 and still not be near 100.
A 5.0 location scoring 70
This is a real location. Every review it has is five stars, and its Health is 70.
Health lives in the last column of the Reputation table, on the all-locations view. The three boxed numbers are the whole story: the rating is perfect, the response rate is 0%, and the score lands at 70.
Look at the same location's own page and the reason is obvious.
Three five-star reviews, and nobody has answered any of them. The rating earned every point it could. The response rate earned nothing.
Where the 70 comes from
Four things go in, and only one of them is your rating.
Average rating
- Share of the score
- 45%
- What it measures
- Your star average, out of 5
- This location
- 5.0 — full marks
Response rate
- Share of the score
- 30%
- What it measures
- How many reviews you replied to
- This location
- 0% — nothing earned
Positive share
- Share of the score
- 25%
- What it measures
- How much feedback reads as positive
- This location
- 100% — full marks
Unreplied negatives
- Share of the score
- subtracts up to 25 points
- What it measures
- Negative reviews still waiting on you
- This location
- none — no penalty
So this location banks 45 for its rating and 25 for its positive share, loses nothing to the penalty, and forfeits the entire 30 available for replying. That is 70.
Replying to all three reviews would take it to 100 — without a single new review arriving.
The three bands
The legend above the table names them, and the filters use the same words:
- Healthy — 70 and above
- Watch — 40 to 69
- At risk — below 40
This location scrapes into Healthy on rating alone. A location with a good rating that never replies and carries a few unanswered complaints drops through the bands quickly, because the response-rate term is empty and the penalty is working against it at the same time.
What actually moves the number
Reply to the unanswered negatives first. It is the only action that improves two terms at once: it lifts your response rate and it removes the penalty those reviews were applying.
After that, reply to everything else. Response rate is the largest slice of the score you have direct control over on any given day — your star average moves slowly and only as new reviews arrive, but the reply you send this afternoon counts immediately.
Chasing new five-star reviews to fix a low Health score usually disappoints, because rating is capped at 45% and a location in trouble is rarely in trouble because of its rating.
Questions people ask
My rating went up but Health did not move. Why?
Rating is under half the score, and it is already close to its ceiling on most locations. If your response rate is low, that is where the missing points are.
Does Health count reviews I answered outside Synup?
No. It counts replies Synup knows about. If someone answered a review directly on Google or Yelp, Synup has no record of it and the review still counts as unreplied here.
Why do two locations with the same rating have different Health?
Because the other 55% differs. Compare their Response column first — that is usually the entire explanation.