Rating system... numbers don't add up

[zuiko]

How does Rock Auto have an overall rating above 9 when not a single one of the subcategories are rated that high? Apparently the overall is not an average of the 6 subcategories... so what is it?

[dbe2003]

Good question. I am curious to know the answer, too.

More specifically:

 	7.92  	Pricing of Products and Services
	8.79 	Likelihood of Future Purchases
	8.86 	Shipping and Packaging
	8.44 	Customer Service
	7.28 	Return or Replacement
       ====   ========================
        8.34    Simple Average of the 5 categories

This is clearly not 9.43. There must be something else resellerratings.com is using.

[Atomic Rooster]

Have a look at RockAuto.com's Performance Over Past Six Months. If you look at the first graph, Overall customer satisfaction, you will see their ratings for the past six months are mostly over 9.

[zuiko]

Some of those are over 9, but I wouldn't say they are mostly over 9 and I'm sure they don't average out to 9.43 when weighted by responses... but anyway, even if they did, that still doesn't explain the lifetime number of 9.2 with no lifetime subcategories even at 9.

[nomaxim]

There are six total categories;
1. Overall customer satisfaction
2. Pricing of products and services
3. Likelihood of customers making future purchases
4. Overall product shipping and delivery process
5. Overall customer service
6. Product Returns/Refunds/Exchanges

Number 1 "Overall customer satisfaction" is a rating in itself, not a combination of the other five ratings.

10 October 28 8.75
9 September 22 9.66
8 August 24 9.58
7 July 17 8.68
6 June 29 9.57
5 May 28 9.91
4 April 19 9.74

Originally Posted by zuiko

I wouldn't say they are mostly over 9

There are only two below 9 in the last seven months, where are you looking?

Originally Posted by zuiko

that still doesn't explain the lifetime number of 9.2 with no lifetime subcategories even at 9.

You can only see the numbers for the last seven months in all the categories. This company's first rating was;

4/6/03 11:00 PM

42 months ago.

[zuiko]

Ahh OK I missed the fact that the overall satisfaction was its own category.

[Admin RR]

Ahh OK I missed the fact that the overall satisfaction was its own category.

Exactly.

[zuiko]

Why is there no way to respond to a merchant response? They can just outright lie about something in their response and there's nothing you can do to call them on it.

[nomaxim]

Just go back to the review page and click-on "Rate This Store" again.
You can then log-in and edit your review.