Rating Points

What are Rating Points?
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).
What about Mail?
Paid Mail can also be rated. See Giving Feedback.
What about Recorded Listings?
Your Recorded Listings are available 24 hours a day to anyone who want to listen to them. Their overall rating will consist of the points they gain or lose, according to the above formula, when customers rate them after the call.
Stars
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.