DIREKT Review and Reputation Model¶

Eligibility¶

A standard review requires a platform-tracked interaction with a provider. Eligibility does not mean DIREKT endorses the review’s truth.

Review structure¶

• overall experience;
• optional dimensions such as communication, timeliness and service alignment;
• text;
• date/service category;
• disclosure if service did not proceed;
• provider response;
• moderation/status.

Do not ask customers to rate regulated technical competence unless the question is meaningful and fair.

Integrity controls¶

• one eligible review per defined interaction;
• no provider self-review;
• anomaly detection for linked accounts/devices/timing;
• report and moderation;
• no reward conditioned on positive rating;
• preserve removed review audit;
• minimum sample before aggregate prominence.

Provider response¶

One controlled response, editable with history for a limited window. No exposure of customer private information.

Moderation¶

Remove or restrict content containing personal data, threats, hate, unrelated allegations, extortion, spam or prohibited material. Negative but relevant opinions are not removed merely because a provider disagrees.

Appeals¶

Reviewer and provider can report decisions. Trust team records reason and resolution.

Ranking¶

Review data is only one signal. Paid plan cannot increase review weight.