HL
Hamish L
1 reviews | Active since Jun 2016
24 Oct 2016, 12:17
How do you work your star rating?
<p>I did a review on DSTV and i noticed thay had a rateing of 2.9. After browsing 10 pages to see if there where any simlar complaints to mine, i noticed every single complaint was 1 star except for one mistaken 5 Star and one that changed from 1 to 5 stars.</p> <p>Your rating said there was a total of 9446 reviews</p> <p>2 star was 7611</p> <p>1 star was 1352</p> <p> </p> <p>Over the 10 pages i saw not one 2 star, surley on average i should have seen at least one if not the majority of them.</p> <p>I am worrying about the validity of your star rating, Should i choose one big company and count the reviews and see if the correspond to your figures? </p>
Helpful (0)
Replies (2)0
Replies (2)
Hellopeter's replyOfficial
24 Oct 2016, 12:29The Hpi rating is not an average of the review star ratings.
Hpi - stands for Hellopeter.com Index, this is our industry standard barometer for measuring the health of an organisation’s customer service.
The Hpi is controlled by a proprietary set of algorithms that measures a wide range of corporate activities (number of reviews, sentiment, rating, response time and conversions).
Regards, HP
Best regards,
Hellopeter's reply24 Oct 2016, 12:29
Official
The Hpi rating is not an average of the review star ratings.
Hpi - stands for Hellopeter.com Index, this is our industry standard barometer for measuring the health of an organisation’s customer service.
The Hpi is controlled by a proprietary set of algorithms that measures a wide range of corporate activities (number of reviews, sentiment, rating, response time and conversions).
Regards, HP
Best regards,
HL
Hamish L's updateReviewer Update
24 Oct 2016, 13:08I am sorry but i am calling bull on this. It's your index so how can it be industry standard, unless its an industry standard algorithym, If so then what is its name? I want to check up on it and see if it's the case.
I still don't understand how you can claim all those two stars, you should ethicaly only show what people have put down and not what some algorithym bumps up the figures to be.
If you wanted to be fair then have a star rating that can be adjusted after the reviewer has been contacted. If the first response was 1 star and the after service was even worse, then you should be alowed to rank them even worse than one star, not bump them up because the responded to the complaint.
This whole algorithym business it just a way to make the companies feel better about themselves because they respond, hence them feeling better about continuing to support you.
Don't get me wrong, i think you offer a valuable service, it's sometimes the only way to get a response from these companies, it's just that someday this algorithym might come around bite you in the back. Hellopeter is know as a fair service, and if people start to feel they been duped, that reputation can be lost, as i am sure you are all to well aware.
HL
Hamish L's update24 Oct 2016, 13:08
Reviewer Update
I am sorry but i am calling bull on this. It's your index so how can it be industry standard, unless its an industry standard algorithym, If so then what is its name? I want to check up on it and see if it's the case.
I still don't understand how you can claim all those two stars, you should ethicaly only show what people have put down and not what some algorithym bumps up the figures to be.
If you wanted to be fair then have a star rating that can be adjusted after the reviewer has been contacted. If the first response was 1 star and the after service was even worse, then you should be alowed to rank them even worse than one star, not bump them up because the responded to the complaint.
This whole algorithym business it just a way to make the companies feel better about themselves because they respond, hence them feeling better about continuing to support you.
Don't get me wrong, i think you offer a valuable service, it's sometimes the only way to get a response from these companies, it's just that someday this algorithym might come around bite you in the back. Hellopeter is know as a fair service, and if people start to feel they been duped, that reputation can be lost, as i am sure you are all to well aware.