How Is It Possible for a Rating to Drop After Receiving a 5-Star Review?
Hey everyone,I’m encountering a strange issue with my product rating, and I’d appreciate any insights you might have.
My product had 51 reviews with an overall rating of 4.3.I recently received a new 5-star review, bringing the total number of reviews to 52.Strangely, instead of the rating improving or at least staying the same, it actually dropped to 4.2.
I’m really confused about how this is possible. From what I understand, a 5-star review should boost or maintain the rating, not cause a decrease.Has anyone else experienced this before? Could this be due to how the algorithm weighs reviews? I’ve heard that not all reviews are treated equally, but I’m not sure why a positive review would lead to a rating drop.Any thoughts or similar experiences? Should I contact support, or is this just a quirk in the system?Thanks for your help!
2 replies
Seller_QuM1AZgzfU9x4
Edit - removed my response and added Amazon's own words:
How we calculate overall star ratings
Amazon calculates a product's star rating using machine-learned models instead of a simple average.
These models consider factors such as how recent the rating or review is and verified purchase status. They use multiple criteria that establish the authenticity of the feedback. The system continues to learn and improve over time.
We do not consider customer ratings without an Amazon Verified Purchase status in a product's overall star rating until a customer adds more details in the form of text, image, or video.
Roberto_Amazon
Hello! @Seller_jWnt7Mrt2saMS
This is Roberto. Thank you for using the forums.
The information provided by @Seller_QuM1AZgzfU9x4 is accurate and this is how we calculate customer reviews ratings. This is outlined in the article below:
Understanding Customer Reviews and Ratings
If you need additional clarification, please contact our Selling Partner support.
Regards,
Roberto
