ClearSay uses a 0–5 star rating scale so customers can express a wider range of experiences, including a zero-star rating where appropriate.
Step 1: Understand the scale
The rating scale provides a simple summary.
- 0 stars: an extremely poor experience
- 1 star: a very poor experience
- 2 stars: below expectations
- 3 stars: an acceptable or mixed experience
- 4 stars: a good experience
- 5 stars: an excellent experience
Step 2: Read the written review
A number alone cannot explain what happened. Read the review title, details and any business response before reaching a conclusion.
Step 3: Check the number of reviews
An average based on a small number of reviews can change quickly. A larger review history normally provides more context.
Step 4: Look at the rating distribution
Where available, check how many reviews appear at each level. Two businesses can have the same average rating but very different patterns.
Step 5: Consider recency
Recent reviews may show whether the customer experience has changed, but older reviews can still provide useful history.
Step 6: Use ratings fairly
Reviewers should not use a low rating as a threat, and businesses should not pressure customers to choose a high rating.
Why the rating can change
A business’s displayed score may change when new reviews are published, existing reviews are updated or content is removed following a valid moderation decision.
A rating is not a guarantee
ClearSay ratings represent submitted customer experiences. Customers should also consider the review details, business information and their own requirements.
Need help?
Contact ClearSay if a rating appears connected to the wrong business or the displayed score does not match the published reviews.