Listening …
Published methodology · MM-MET-01
Our metrics are built on objective measures — never a legal judgment. Payment never affects a score. Here's the entire method, including what's deliberately left out.
The basis is events we can actually produce: a request sent, a reply received, a missing reply, contact after a registered opt-out. Opinions, reviews, and anonymous reports without evidence don't enter the calculation.
A large company gets more events simply because it has more customers. The count is therefore weighed against company size, so the score measures behavior, not revenue.
The weighting order is fixed and published below. It doesn't change for a single company, and it never changes retroactively to move a score.
The calculation uses a rolling window. A company that changes how it operates sees that reflected, without having to ask anyone.
Below a minimum number of documented events, no number is published at all — the text reads insufficient evidence instead. A thin record shouldn't look like a bad score.
Heaviest first
Contact that comes after a company has confirmed the opt-out weighs heaviest of all.
Whether the company replies, and whether the reply arrived within the required time.
Whether the reply actually answers the request or just confirms receipt.
Contact through a hired sales partner counts as the company's own contact.
Weighs lightest, and can never lift a score on its own.
In the calculation
Out of scope
An error in the record should be correctable without anyone buying anything. We don't quote a promised turnaround time here — instead every request gets a case number you can follow, and we confirm it's been received.