How the company score works
Every company with enough complaints has a score from 0 to 100. It is calculated automatically, every night, only from what happened on the platform. Consumers, companies and moderators all see the same number.
The four parts of the score
- Response rate (30%): how many complaints the company answered in public.
- Response speed (20%): the average time to the first answer. An average of 24 hours or less earns full points, an average of seven days or more earns none, and anything in between counts proportionally. The time is measured from publication, because that is when the company can see the complaint.
- Resolution rate (30%): how many complaints their authors marked as resolved. Only the person who wrote a complaint can mark it resolved, not the company.
- Satisfaction (20%): the authors' average rating from 1 to 5. An average of 5 earns full points, an average of 1 earns none.
At least 10 complaints
A company with fewer than 10 complaints has no score yet. That way one or two complaints cannot unfairly push a company down or up.
What does not affect the score
The score cannot be bought. A corporate membership gives a company tools (a team, templates, analytics) but changes neither its score nor its place in a ranking. Paid promotion is always kept apart from rankings and clearly labelled.
The monthly award
Every month, in every category, the award for the best customer service goes to the company with the best result for the complaints published that month. It must have had at least 5 complaints that month and answered at least half of them. A category without such a company has no winner that month.
How a company can improve its score
No tricks: answer quickly, really solve the problems, and ask the customer to confirm the solution on the complaint's page. Every resolved complaint and every good rating counts.