Average Review Rating for previous review period was calculated wrong.

[TJsCustomFurniture]

My average customer service review for the last review period when calculated we had 87 - 5 star and 4 star reviews combined with only 8 reviews 3 star or less combined which should put us less than 10 percent of reviews 3 or less and award us with the customer service badge but it did not for the previous review period causing us to lose the star seller badge and customer service page.  Can anyone assist in clarification on this or check into our service matrix as we would love to stay a star seller every month!  Thank you for the assistance!

[NanaLetha]

Add the number of stars and divide by number of reviews for the 3 months 

[CatsWhiskersCurios]

It sounds like you are confusing the customer service standards with the star seller requirements. Read the criteria for both and make sure you understand the difference. Reaching only the custom service standards alone will not get you the star seller badges. 

[BagmakerSupply]

@TJsCustomFurniture: "... we had 87 - 5 star and 4 star reviews combined with only 8 reviews 3 star or less ..." How are you looking at the calculation? Add up the total number of stars and divide by the number of reviews, during the applicable period. That will give you the Star Seller percentage. Etsy truncates the decimals after calculating.

[TJsCustomFurniture]

Thank you and yes that is correct so in my case the simple is 8 reviews 3 or less divided by 87 reviews 5 star gets you to 9.1 percent.  Even etsy Truncating the decimal place the star seller service badge is less than 10 percent of the reviews in the review period are 3 star or less.  My shop is at 9 percent so I we should have been awarded the customer service badge along with the star seller. 

[WitticismsRus]

The info in shop manager >Customer service stats says-

Service standard: No more than 4 reviews have a rating of 3 or lower

Star Seller target: 4.8 or higher 

They are 2 different things with 2 different qualifiers/criteria or whatever. The Star Seller target is basic math averages that you can do the math to check. 

It doesn't appear that you met either the Service Standard or the Star Seller target this review period.

Quick glance and math it looks like you had 8 reviews with a rating of 3 or lower with an average review rating of 4.7. 

[TJsCustomFurniture]

Thank you and yes that is correct so in my case the simple is 8 reviews 3 or less divided by 87 reviews 5 star gets you to 9.1 percent.  Even etsy Truncating the decimal place the star seller service badge is less than 10 percent of the reviews in the review period are 3 star or less.  My shop is at 9 percent so I we should have been awarded the customer service badge along with the star seller.  

[WitticismsRus · Accepted solution]

No, I think you are confusing the 2 things. To find the average star rating you add up the total number of all stars received then divide that by the total number of reviews received. 

Give me a minute to total everything

Ok for average review rating-

July-Sept you received a total of 92 reviews with the following stars (if I counted correctly, no guarantee hehe)

5 star - 80

4 star - 4

3 star - 4

2 star - 2

1 star - 2

The total of the stars-

80 x 5 = 400

4 x 4 = 16

3 x 4 = 12

2 x 2 = 4

1 x 2 = 2

Add those numbers all up 400+16+12+4+2 = 434 total stars received.

To find the average you divide that number by the total number of reviews you received so 434 total stars received divided by 92 total reviews received

434/92= 4.7

Your review average for the previous review period is below the minimum of 4.8 so you aren't eligible for the star.

Now for the Service Standard bit. It says Service standard: No more than 4 reviews have a rating of 3 or lower. You have 8 that are 3 star or lower which means you have double what etsy says is the basic standard. I have no idea what that means or how that impacts a shop since that part is new on the star seller bits so can't offer any input there. 

Bottom line, you didn't meet either of the criteria this time around.

[BagmakerSupply]

@TJsCustomFurniture: You are confusing the Star Seller Target with the Customer Service Standard - each is calculated differently.

[TJsCustomFurniture]

Thank you for breaking that down as I was clearly thinking wrong with how that was calculated!  I appreciate you taking the time to do so!