Hi all,
Just got my Marvin test print reviewed. Got 5 stars. But, the graph showing my average hub rating versus everyone else’s average rating shows up as 4.39%. So, yeah, how do you get a 5 Star rating, but an average of 4.39% from 1 review? Math was not my strongest subject, but that doesn’t seem to add up.
LOL, not sure about your Math skills, but Reading comprehension… well, um…
I wonder if these numbers work through up to hub recommendation on the order page?
When I make a dummy order, I see a list of hubs, where hubs who are closer to my place, have a higher rating, lower lead time and within the country, are lower in the recommended list than other hubs?!? Why?
Because we look at number of other metrics as well. For example accept rate or retention.
Adam, 3D Hubs
Well, then this is an insight that is completely missing.
So how does it actually work?
Retention: customers returning to your hub
What if I have customers not returning:
- Because they are simply not interested in more 3D-prints at all?
- Because they need a total different process like FDM and rarely use SLA?
Does this affect my rating?
Accept rate: Orders accepted
- What if the customer does not respond to your requests and archives an order?
- What if they placed the same order at 5 hubs simultaneously and asked to archive the order from 4 of 5 hubs?
- What if they see a certain price, still place an order, then decide they don’t want to pay it?
Does this affect my rating?
There are so many factors that influence above two metrics and do not say _anything_ about the quality and work of the hub that it seems unfair if they affect your rating.
I honestly do not see why some nearby hubs with good ratings, reviews, response time and pictures are rated lower than one 400km away somewhere in another country. Or hubs with only 3 reviews which are almost in the top of the list(So I guess they have 5 star metrics on everything).
Being recommended is about the most important rating for a hub… But there is no way for us to understand how and why.
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Referring to your point about customers placing mass numbers of orders: I actually created a thread about this a long time ago when I started seeing it more. No resolution was ever given. I said that I felt customers need to be more informed about how to properly manage the system and to place orders.
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Can’t agree more. Same goes for active orders being archived by 3DHubs or the customer: you don’t receive any notification at all and there is never an explanation why it was archived. Customers are asked why they want to cancel an order, but we don’t get to see it.
It’s annoying to see a drop in customers without knowing or understanding why. Is the market quiet? Have a bad rating? Something else?
I hope these comments don’t affect my rating 
Retention will be in the insights shortly, we are working on that this week.
I already answered this before but we made sure that a couple of customers that won’t come back will not influence your ranking. We only look at people with statistically low or high retention.
Declining orders affects your ranking, as it does for everyone else. It may seem a bit unfair at certain cases and we are working on making the system better, but everyone gets a bad order from time to time.
Hubs with few ratings may rank higher as we want to give them a chance to get their first orders. This is still hard for them as they are competing with Hubs that have potentially hundreds of reviews. In this case being in the first place doesn’t necessarily mean you get the order.
The Hub ranking may seem as a simple problem, but trust me it is very hard to get it right for thousands of Hubs. For example reviews are not the best indicator as they are public and people give more positive reviews to avoid potential conflict. There is a caveat like this for almost every metric.
We will continue to improve the insights in a way that they will give you an overview of all the metrics we use.
I hope I answered at least some of your question.
Adam, 3D Hubs
This is a good point. I will put this on our todo list.
Adam, 3D Hubs
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@adamhayek which part lol, hopefully not that his comments would affect the hub rankings 
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Haha 
The part that we should inform you about the reason why we canceled or archived the order.
I was just looking at this. My average rating on my dashboard is 5/5 yet the graph says it’s 4.74 sooo yeah… I say there’s something wrong here.
