Rating Points is a figure that combines three essential advisor attributes:
Quality how many stars (on a 1-to-5 scale) customers
give this advisor after each live conversation (for more information see
Giving Feedback).
Reliability the number of live conversations this
advisor has missed.
Service how often customers choose to have extended
conversations with this advisor.
The listings you see when you visit a topic appear in order of their overall rating,
from highest to lowest. This makes it easier for customers to find our most popular and
successful advisors — and for advisors to be rewarded for their hard work and success
with more prominent placement on the site!
How does the Rating Points system work?
Each listing's Rating Points will rise or fall according to the following formula:
Event
Rating Result
Each missed live conversation*
minus 2 points
Each 15 minutes**
plus 2 points
Each 5-star rating
plus 2 points
Each 4-star rating
plus 1 point
Each 3-star rating
0 points
Each 2-star rating
minus 1 point
Each 1-star rating
minus 2 points
Each customer acquired***
plus 3 points
* While an advisor is listed as Available. Note: If you press "2" to not accept a call, that
call is regarded as a missed call and receives a minus 2 point rating. Similarly, if you
decline a chat session, that is regarded as a missed chat and receives a minus 2 point rating.
** Applicable to live conversations costing at least $.25 per minute more than the basic
connection rate. Note: "Free minutes" do not count toward 15-minute rating bonuses.
*** Each user who enters a valid payment method and puts money into his or her account for
the first time during a live conversation to this listing.
Your Rating Points appear next to the listing itself and on your personal home page. All
listings are rated as "New" for the first three months they're on the site, or until they
receive their first live conversation (a listing that goes three months without receiving a
live conversation will be given a "0" rating).
The number of stars you see by an advisor's listing indicates the average rating (on the
1-to-5 scale described above) that he or she has received from customers who have contacted
this listing in the past.
Stars help customers choose which advisor to contact for advice -- and reward advisors
for their number of satisfied customers.
Comments
In addition to a star rating, customers may also leave written feedback of their experience with
the advisor. This review of their experience, also helps customers choose which advisor to
contact for advice. Written comments will be displayed with the listing for 12 months.