Learn how member feedback scores and feedback rates are calculated, including the impact of positive, neutral, and negative ratings on your overall metrics.
Feedback Score
The Feedback Score is the cumulative total of all rating values received by a member:
- Positive Rating (5 or 4 Stars): +1 point
- Neutral Rating (3 Stars): 0 points
- Negative Rating (2 or 1 Star): -1 point
Feedback Score = (Number of Positives) - (Number of Negatives)
Feedback Rate
The Feedback Rate represents the percentage of positive feedback relative to all feedback received. In this system, Neutral ratings are included in the denominator.
| Feedback Rate = | Positive | × 100% |
| Positive + Neutral + Negative |
Star Rating System
The Score represents the weighted average of all evaluation ratings. It is calculated by multiplying each star rating by its corresponding number of reviews, summing them up, and then dividing by the total number of reviews received by the system.
| Score = | ∑ (Star Rating × Number of Reviews for this Star) |
| Total Number of Reviews |