Why Resolution Rate is the only metric that matters

Every public review platform built since 2010 has chased the same broken metric: a weighted average of star ratings. It's easy to compute, easy to show, and structurally unhelpful — because a 4.3-star average over 50,000 reviews tells you almost nothing about whether your complaint will be resolved.

We picked a harder metric on purpose. Resolution Rate moves only when a consumer comes back, after the company replied, and confirms the issue was actually fixed. No star-rating gaming. No review-quantity inflation. No paid badges.

Why a 7-day window?

Long enough that a refund clears, a replacement ships, a support callback happens. Short enough that a consumer still remembers what was promised. After day seven we ask one question — did they fix it? — and the answer is binary. The headline number on every company page is the rolling 30-day rate over those binary answers.

What it isn't

It isn't a customer satisfaction survey. It isn't an NPS. It isn't a quality score. It is a precise measure of one thing — whether companies that say they will fix problems actually do. That's the only thing a complaint platform should be measuring, and we don't measure anything else on the front page.

If you're a company rep reading this: the way to move your number up is to actually resolve complaints, in public, on a timeline you commit to. We can't be paid to remove anything, and we don't sell badge subscriptions. Make it right.