1
J M

New guest scoring system

  The new guest scoring system defies all logic of basic mathematics. We have had reviews under this new system with all 6 categories over 9 and ended up with a overall score of 7.5! It just makes no sense at all. Past guest review scores are very important to a motels future guest bookings. All this new system is doing is giving a false overall score. If guest scores are not calculated fairly and accurately, what is the point of having them at all?


8
pibomarco

7,5? With new scoring system overall score should be either 7 or 8. 

-1
1 year ago
1
Miranda Sea Vi…

Hi Sergei,

What exactly is the purpose of the rating system? Is it solely to tell searchers how good the property is or is it also to let hosts know where they need to improve? The overall score does not help us improve anything when they score 10 on everything else and give a perfect review saying how wonderful everything was and then give a 8 overall. Are you able to enlighten me on how you would know what issues caused them to put an 8. 

The issue with the lever is that it is on 0 to start with. The guests are then obligated to move the lever. The problem in many cases is that their overall score often isn't based on the accommodation itself but how their holiday was in general including everything else they did during the day while away from the accommodation. 

Some thoughts: First you should put "Overall score of the accommodation" above the lever. Then you should move the Overall score lever each time they click on Location, Cleanliness, Comfort, Value, Facilities, and Staff to the average score they clicked on. e.g. if they click on 2x7.5 and 4x10 the lever would sit on 9. If the click on 10 for everything the lever sits on 10. If they decide to move the lever to a lower or higher score they can. This way the overall is more about the accommodation itself.

+8
1 year ago
1
J M

Now that would be a very logical approach Miranda

+3
1 year ago
8
pibomarco

When guest scored with emoji ":D" You received a score 10 (this is a range between 8 and 10 with the new system). 

 

With other words if overall score would be rated with emoji, the score would be 10 and not a 8 in this particular case. 

 

If categories would be also scored as 1-10 (replacing the emojis), I am pretty sure we wouldn't see that many 10s as we do now.

 

Your suggestion about the moving lever makes sense and it's a good suggestion. 

1 year ago
2
Karen

I've just found myself in exactly the position Miranda mentioned and I'd love to hear what Sergei thinks.

I received my first review with the new system. The guest scored 10 for each category and gave wonderful comments. They said our location is perfect, we're lovely hosts, the room was clean, the bed comfortable, the towels soft and the bathroom nightlight a great idea. The only negative was that they'd like a larger shower cubicle. Then they used the new sliding scale to give me an overall score of 8. With the old system it would automatically have been calculated as a 10/10 but now the guest is challenged to think about whether this is the right score to give. I assume that my guests believe they're scoring fairly, and are probably comparing us to other places they've stayed in. They told me that they travel a lot so have been to expensive hotels and on lots of cruises. However, we're a small B&B, one of the lowest priced in town. It feels like a clear case of not comparing apples with apples, and I'm so disappointed. Our current review score is 9.4 and I work hard to maintain it but feel like I now don't stand a chance. When their only negative was about something that's not an easy fix (and something that's only been mentioned once before in 233 reviews) I just can't see this as an opportunity to improve. 

Please, please tell me how this is better because I just can't see it. 

+4
1 year ago
8
pibomarco

If you have 233 reviews, your score is pretty solid. You will also probably receive some reviews where you will receive a lower score in categories but a higher overall score, which is a positive side of the new system. 

 

Just keep up the good work and everything will be fine. There is no review system that can damage our reputation or business performance if we provide good and quality service. 

+1
1 year ago
2
Karen

Lovely sentiment, and I guess we'll all be in the same position. Doesn't ease my frustration though, because this system doesn't give me any useful information about why the guest scored me 10 for all categories and then a 9 overall. I'm only guessing as to the reason. Having read other conversations here about the same theme there are lots of theories, but sadly we'll never know.

+1
1 year ago
8
pibomarco

There is no particular reason.

 

The categories are still rated with smileys (not a 1 - 10 slider) so the comparisment (why all 10s and why overall a 9) is basicly out of place. 

When guest scored a ":D" you received a 10 (This is a range between 8 - 10 with the new system). 

 

If BDC will replace smileys with 1 - 10 slider also in categories, it is more likely that we will receive "less" 10's and "more" 9s.

 

-1
1 year ago
1
Miranda Sea Vi…

That's all fine but have you reviewed places you have stayed at lately. In most cases doing a review is an inconvenience so you don't think about your score but CLICK on the easiest to make everyone feel good. It is only if you really have a problem with the stay that you engage your brain to vent your displeasure. Again the problem with the slider being on 0 is that it makes people analyze their stay and start seeing little flaws. 

You're probably right it won't really affect our score as we tie people hand and foot and don't let them leave until they give us a 10. It's just the people that leave too early for us to trap them. LOL.

1 year ago
8
pibomarco

For me it is not inconvenient, I'm a easy going person. I generally don't review places because I either forget or I don't care that much about that. But if I do I give it a 10 if I enjoyed my stay (even though it doesn't "deserve" a 10 if I would go into micro details and put a really "fair" score). It's all about different perspectives. Based on my experiences those guests who see little flaws will always see them - regardless.

 

About the scoring system.. I have cca 900 reviews and overal score 9,4. 

With the new review system I received only three scores (from 1.10.2019) out of 70 reviews:

 

Overall 9 (categories 8,75)

Overall 8 (categories 7,50)

Overall 9 (categories 8,75)

 

Other reviews were scored by the old system. I also scored quite many 10s but I can't tell were those scored under the old or new system.

 

But I didn't yet receive a score where categories were higher then an overall score. But I am ready for them :)   

 

-2
1 year ago
2
Karen

You're right Miranda, and lots of people do see it as an inconvenience. It doesn't help that in today's world we're expected to review EVERYTHING! I can't even get a coffee or buy some socks without someone asking about 'how was your experience today?'.

 

1 year ago
2
Karen

Thanks pibomarco but I do understand the system. My guest gave me all :D which would have give me a 10/10 with the old system. They used the slider to give me an overall of 8/10. And I've just seen that the 9.4 that I've maintained for almost two years has dropped to a 9.3. 

I'm really just here to express my disappointment, and hopefully get some feedback from booking.com, but once again that seems unlikely to happen. For an easy going person you seem very argumentative and unable to listen. I don't usually contribute to these forums for fear of being trampled, and I think this is going to be my last one. 

+1
1 year ago
8
pibomarco

I am an easy going person when I'm on a vacation. ;)

 

Otherwise yes I am quite argumentative - thanks, I infact do listen, I'm just pointing out different perspectives, not everything is so black & white.

But unfortunately many people hear only what they want to hear. :)

 

 

-1
1 year ago
2
Karen

As I said, I came here for feedback, but not from you pibomarco. A bit of support would have been nice too, to converse with people who understand what we do and the challenges we face. I I find my job can be very isolating and I suffer with anxiety. While I love what I do, sometimes remaining positive, cheerful and full of energy when dealing with guests requires huge amounts of effort. Clearly I'm in the wrong place for support or a listening ear, but it's fine as I've learnt my lesson. It must be lovely for you to have it all together and have all the answers but you should walk in another person's shoes before you judge. I won't be back to read your response so save your breath.

+1
1 year ago
8
pibomarco

Interesting, if you didn't see support in my posts - too bad. As I said, many people hear only what they want to hear.

I am on Booking.com since 2009 and I've faced the amount of challenges and hosted the amount of guests that you probably never will. Almost every struggle that a host had experienced here I am able to relate, because I've already been there and done that. Life gets easier once you're able see the bigger picture of the whole system.

Take care Karen, everything will be fine.   

 

-1
1 year ago
1
Miranda Sea Vi…

The amount of reviews we have and the score we have only reveals we know what we are doing regarding hosting. That was not the point of the thread. My issue is that the slider concept is inherently flawed. Because guests are obligated to move the slider from 0 they move it no matter where it ends up. Why not start the slider on 10 and let them move it down if they are not so happy. Then they are not obligated to move it if they are happy where it is. Or like the smiley faces, don't use a slider, just let the guest click on one of the ten blue dots.  The issue is having to engage your brain to negotiate the slider in the first place.

+2
1 year ago
2
Karen

I see what you mean Miranda. The start position of the slider makes guests overthink it, especially when it starts at 0. This really was a half-arsed attempt at listening to us on booking.com's part :(

1 year ago
1
Ulrich Havemann

we also think that the new scoring system is not helpful - an emotional overall judgment stands in a higher rank than 6 important details of the rating - this it absurd ...

We as hosts must know and trust defined criteria and we cannot interpertate an emotional rating of a gust. The 6 point must be the basis of the overall score. 

We hope that booking is reviewing the system !!!!

 

 

10 months ago
8
pibomarco

Well my recent scores are:

10 (8,75)

10 (9,16)

9 (8,3)

9 (9,16)

7 (6,6)

Other scores more or less 10s. 

 

So the new score system is not that all bad as everyone feared.

10 months ago