Review Score
The weighted average of user ratings on a directory or platform. Key component of the ranking formula.
Review score is the numerical expression of user feedback on a care directory (such as Carehome.co.uk or Homecare.co.uk) or a platform like Google Business Profile. On most directories, the review score is a weighted average of recent ratings across several categories — typically care/support, management, facilities, and value for money.
For care home directories, the review score is a primary ranking factor. In the Carehome.co.uk ranking formula, for example, your subscription tier determines your maximum potential visibility, but your review score (along with review velocity) determines your actual position within that tier. A home with a 10.0 score will consistently outrank a home with a 9.2 in the same category and area.
Improving a review score requires more than just asking for feedback; it requires high-quality feedback. Because directory scores are often weighted by the proximity of the reviewer to the resident, a review from a close family member or the resident themselves carries more weight than one from a professional or a distant relative.
The "stale review" problem is the most common cause of falling review scores. Most directories devalue reviews as they age — a review from three years ago carries almost no weight compared to a review from three months ago. Consequently, a home that received twenty perfect reviews two years ago but none since will see its review score and ranking position decline as those reviews lose their weighting.