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Index validity & compliance

The Service Hero Index employs the following to ensure results which are statistically relevant and reliable:

Reviewer authentication

A number of measures ensures only authentic ratings are included in the Index. These include identity confirmation as well as IP and phone number cross-referencing, among others.

Statistical rigor

A minimum of 300 assessments per service category is required for a category to be included in the Index.

Independent Advisory Council

The Council is comprised of leading academic institutions and neutral business professionals with no commercial interests in the Index findings. Its function is to supervise the assessment and to ensure fair and empirical results that adhere to international procedures and norms.

The American Customer Satisfaction Index Partnership

Our methodology adheres to the ACSI in terms of what is measured, how it is measured, what is reported and how it is scored.

Procedural standards

Service Hero is a member of ESOMAR, adhering to international market research protocols.

Star ratings & trend calculation

Star ratings are based on a minimum number of validated assessments. They are calculated using a standard deviation of the annual Service Hero National Customer Satisfaction Index. Trend lines are based on a rolling one month assessment period. All data is subject to periodic cleanup and authentication procedures and may vary slightly with time. Legal disclaimer

Security

Our database is backed by 256-bit SSL encryption which is referenced against a backup database.

Service Hero is a partner of the American Customer Satisfaction Index

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