How is the TrustScore calculated?
Short answer
The TrustScore is a weighted average that starts at a neutral 3.5 and moves as reviews arrive. Recent reviews count more, and paying or claiming never changes it.
The basics
The TrustScore is a weighted average of a business's reviews, on a scale from 1 to 5.
- It starts at a neutral 3.5. A few reviews move it only a little, so one early review can't push a business to the top or the bottom.
- Recent reviews count more than old ones, so the score reflects how the business is doing now.
- Reviews from brand-new accounts count a little less.
- Reviews with a conflict of interest are shown, but not counted.
When a business has very few reviews, its page says there aren't enough reviews for a TrustScore yet.
Every business page explains how its TrustScore is calculated, so anyone can check it.
What never changes it
- Paying. The AI plan gives you tools, not a better score.
- Claiming your page.
- Replying to reviews.
The same rules apply to every business. See How does OKReviews stay neutral?
TrustScore and average rating
Your business page also shows a simple average rating from all reviews. It can differ from the TrustScore, because the TrustScore weighs reviews by age and other factors.
How to improve your score
Never buy reviews, write your own or ask only happy customers. These break our rules and can lead to warnings, removed reviews or paused reviews on your page.