How we calculate customer ratings

How we calculate customer ratings

This explains how the number on your Ratings screen is worked out, what goes into it, and what does not. It describes how the SHYNIT platform behaves today. Where a figure below can be changed without an app release, the current value is served by the app's configuration and is the one that applies.

Your overall rating

After every completed job, the customer may rate you from 1 to 5 stars. Your overall rating is the mean of your most recent 100 ratings, rounded to two decimal places.

Only the last 100 count. A rating from your first month stops affecting your average once a hundred more have arrived, so a bad early job does not follow you indefinitely.

Before you have five ratings

Your rating is shown as no data, not as a number. It is not shown as 0.00, and it is not shown as 5.00.

We need at least five ratings before an average says anything about a person. Below that, one unusual customer moves the figure further than your work does. Until you reach five, your Ratings screen will say there is nothing to show yet, and customers browsing for a Shyner see the same.

The same rule applies to everything else measured on that screen. A rate calculated over nothing — no offers yet, so no acceptance rate — is reported as no data rather than as nought per cent. Counts are different: zero jobs completed is a true zero and is shown as one.

Which ratings are left out

A rating is excluded from your average when:

• it has been hidden by moderation, because the review broke our content rules; or
• it was left on a booking that was later reversed in full.

Your Ratings screen shows how many of your ratings have been excluded. Excluded ratings are left out of your average, your rating count, the star distribution and the aspect breakdown alike — so the figures always agree with each other.

We do not remove a rating because it is low. A low rating from a job that happened is information, and hiding it would make the average meaningless for everyone.

The aspect breakdown

Customers may also rate four specific things about the visit. Each is optional, and many customers rate the job overall without touching them, so an aspect average is usually based on fewer ratings than your overall one. An aspect nobody has rated shows as no data.

Aspect ratings do not feed into your overall rating. They exist to tell you where the overall number is coming from.

Disputing a rating

If you believe a rating is unfair — the customer rated the wrong job, the review describes something that did not happen, or it breaks our content rules — you can report it from the review itself. A person reviews every report. [To be confirmed: response time for rating disputes.]

What your rating affects

Your rating is one of the signals used to decide which offers reach you. It also gates the Top Rated badge, which needs a rating of 4.8 or above across at least 50 completed jobs.

A rating that falls below our published standard makes your account eligible for review by a person. Nothing is deactivated automatically on a rating. The Deactivation policy explains what that review involves.

Questions

If a figure on your Ratings screen looks wrong, contact support from the app with the job reference. We can see the same numbers you can, and we would rather check than have you guess.