Understanding how we measure company responsiveness and resolution behavior
The Trust Score is a numerical indicator (0–100) that reflects how consistently a company responds to and resolves reports on the platform.
It is not a review score, not a satisfaction rating, and not an endorsement. It measures observable behavior over time.
The Trust Score is calculated using three categories of data:
These metrics reflect whether and how a company engages when a report is filed.
Percentage of reports that receive a company response.
Median time (in hours) to the first company response.
Percentage of reports that reach a resolved status through the platform process.
These metrics are based on timestamps and system events, not opinions.
After a company responds and a report is resolved, the reporting user may provide one-time feedback using a simple 1–5 scale.
This feedback serves as a confirmation signal, not a primary driver.
To prevent distortion from low volume or sudden spikes, the score includes a stability adjustment based on:
This ensures fairness for both small and large companies.
Each component is normalized to a 0–100 scale and combined using fixed weights.
The final score is rounded to a whole number between 0 and 100.
To maintain neutrality and prevent abuse, the Trust Score does not consider:
All companies are measured using the same criteria.
The goal of the Trust Score is to:
It is designed to reflect process quality, not personal experience.
The Trust Score answers one question only:
"How reliably does this company respond and work toward resolution when an issue is reported?"
Nothing more. Nothing less.
Note: Trust Score reflects observed behavior on this platform. It does not represent legal findings, fault, or endorsements.