Versioned and explainable metrics
Scoring methodology.
Brand rating, user stars, and operational metrics remain separate, with low-sample effects balanced through a transparent method.
Raw user rating
The arithmetic mean of eligible users’ 1–5 star ratings is displayed separately. Its 100-point equivalent is average stars / 5 × 100.
Weighted brand score
Bayesian weighting reduces the outsized impact of very small samples. The prior average, weight, and active formula version are recorded.
Separate operational metrics
Response rate, average first-response time, and user-confirmed resolution rate are not added to the brand score; they are displayed as separate KPIs.
Trend 100
Trend 100 is not a “best brand” list. It measures unique experience owners, supporters, commenters, brand responses, and confirmed resolutions over 24-hour or 7-day windows.