Don't Understand Your Visibility Score?
Your visibility score is 0, lower than expected, or does not match the per-platform numbers. How to understand what the score is telling you.
The number on your dashboard doesn't match what you see in the answers. It may be 0 although AI says nice things about you, low although you appear on every platform, or lower than every per-platform score. Each of these has a specific reason.
Why it looks wrong
The score is 0
No platform in the audit named your brand. The score multiplies its average by how much of the audit mentioned you, so zero mentions means zero. Accuracy and sentiment can't lift it, because there is nothing for them to describe.
You're named everywhere, but the score is low
The score is a weighted average of Mention Rate (40%), Accuracy (30%), Sentiment (15%) and Citation Rate (15%). Mention Rate counts answers, not platforms: every keyword on every platform is one answer. If 30 keywords ran on five platforms and you appear in 20 of the 150 answers, your mention rate is about 13%, even though every platform named you once.
The overall score is lower than each platform's
Per-platform scores skip the coverage multiplier; the overall score applies it (0.2 + 0.8 × coverage). A platform that never named you can still show a score from accuracy and sentiment, so read its mention rate first.
Citations are near 0 on ChatGPT and Claude
We ask ChatGPT and Claude without web search, so they rarely link anything. That is expected. Perplexity, Gemini and Google AI Overviews cite sources, so look at citations there.
Accuracy says "Not checked"
Your brand has no facts on file, so there was nothing to compare answers against. Add your founding year and starting price under Brands → Edit → Brand Facts.
"No comparison: your last audit was scored with different platform weights"
The weights behind the score changed between your two audits, so their scores can't be compared. Your next audit compares normally.
Read your score in four steps
- Open the latest audit from Audits. The score card splits the score into Mentions, Accuracy, Sentiment and Citations.
- Find the weakest part. Mention Rate is 40% of the average, so a low mention rate usually explains most of a low score.
- In Query Insights, click Missing to list the keywords where no platform named you. Click a row to read the answer and the exact prompt sent.
- Open Insights in the sidebar for the fixes this audit produced, most urgent first.
The dashboard colours your score in four bands, changing at 40, 60 and 80. The colour is a reading aid, not a separate grade.
Ask V on the V tab of the assistant panel to "Explain my score". It reads your latest audit and names the changes that would move it most.
How it works: Visibility score reference has the full formula, the platform weights and worked examples.
Still stuck?
Still think the number is wrong? Send us the audit link and the part of the score you think is off.
In the dashboard, click the Help icon in the top bar and choose Ask support. It appears once you have set up a brand. The Help tab answers from these articles and from your own account.
Press Talk to a person and the conversation so far becomes a ticket. We reply by email to the address on your account.
Can't get into the dashboard? Email hello@99visibility.com or use the contact form. We don't promise a reply time on any plan; Pro tickets are answered first.
Didn't find your answer?
Use Ask support in your dashboard, or email hello@99visibility.com. We reply by email; Pro tickets are answered first.