Transparency
How a company earns its score
Published, not a black box. A company can't buy or game a high score; it has to actually respond, resolve, and rebuild trust.
The four weighted metrics
- Response RateDid they reply?20%
- Consumer RatingHow satisfied were you?30%
- Resolution RateWas it fixed?30%
- Would Buy AgainWould you go back?20%
Only completed and evaluated complaints count toward Consumer Rating, Resolution Rate, and Would Buy Again. Response Rate counts only the company's first response.
Worked example: Kopi Telco
A hypothetical company's real month of numbers, run through the exact same formula.
12 evaluated complaints this month
| The four weighted metrics | Total score |
|---|---|
| Response Rate | 1.80 / 2 |
| Consumer Rating | 2.25 / 3 |
| Resolution Rate | 2.40 / 3 |
| Would Buy Again | 1.40 / 2 |
| Total score | 7.85 / 10 |
So close to Excellent. Resolving three more cases a month would get them there.
Try it yourself
Move the sliders — the score and band update live, computed by the same formula as every real company on uRate.
Good
Reputation bands
Two override rules
Response rate below 50% → automatically Not Recommended, regardless of every other metric. Ghosting customers is disqualifying on its own.
Fewer than 10 evaluated complaints → Reputation forming. Not enough data yet to be a fair signal.
Score independence — can a company pay for a better score?
No. The reputation score is completely independent from any commercial relationship with a company. A brand paying for a verified profile or an enterprise dashboard (future revenue stages — see For Service Providers) does not receive a better ranking, a score adjustment, complaint removal, or negative-review suppression. The scoring engine and every commercial product are strictly separated — that's a policy commitment, not just a technical detail.
Why this model, not a simple star rating
| Dimension | Traditional CSAT / star rating | uRate |
|---|---|---|
| Satisfaction | Yes | Yes — Consumer Rating |
| Resolution | Sometimes | Yes — Resolution Rate |
| Loyalty | Rarely | Yes — Would Buy Again |
| Responsiveness | Rarely | Yes — Response Rate |
| Public accountability | No | Yes — published score, open methodology |
A company can't achieve a high reputation just by collecting favorable reviews — it has to respond consistently, resolve issues effectively, and rebuild enough trust that customers say they'd return.