Customer Care Index

How the index works

• Anonymous if you like. No account or phone number. You can add a first name or nickname to a written review, or leave it out. Names aren't checked. One rating per place a day from each connection.
• A fair ranking. Ratings are out of 5, the average of everyone's stars, shown once a place has 5 ratings. Rankings and “Top rated” use a fairer score: every place starts as if it had 5 average ratings, so a handful of reviews can't push it to the top or bottom.
• A few short questions. Every rating asks for the overall stars, whether you got what you came for and how long you waited. Then it asks two of five questions that public-service surveys use around the world: helpful staff, clear information, how easy it was, fairness and the waiting area. They take turns in a fixed order, so every question is asked equally often and rating takes about a minute.
• Words that help. A written review is optional. Names of staff, ID numbers, phone numbers and links are taken out.
• Kept honest. Anyone can report a review. A few reports hide it until we look at it. Abusive reviews aren't shown.
• Independent. Hello, Zimbabwe is not part of government. Scores show how people found a place, not an official measure.