How SEI Scores Work

What an SEI Score Is

An SEI score is a verified average across all customer conversations collected for a company, expressed on a 1–10 scale. It is not a single rating left by one customer — it represents the aggregated experience of every verified customer who was interviewed.

Each score is accompanied by a sample size (the number of interviews) and a date range, so readers can judge the reliability and recency of the data for themselves.

Score Dimensions

Every customer is asked the same four questions, each scored on a 1–10 scale:

• Product Satisfaction — How satisfied was the customer with the quality of the product or materials installed?
• Installation Satisfaction — How satisfied were they with how the work was carried out?
• Process & Communication — How well did the company communicate throughout the project?
• Likelihood to Recommend — Would the customer recommend this company to a friend or family member?

The overall SEI score is an average across all four dimensions and all verified interviews.

How Data Is Collected

Customer interviews are conducted by Syncara, an AI-powered customer aftercare platform. After a project is completed, Syncara contacts the customer on behalf of the company and conducts a structured follow-up conversation.

Conversations follow a consistent question framework across all companies and trades. Customers are not asked to fill in a form or leave a public review — they are contacted directly and guided through a structured conversation.

All participation is voluntary. Customers can decline at any point. Conversations are conducted with explicit consent and processed in accordance with applicable data protection regulations.

Response Rates

SEI achieves customer response rates of 70–80%. The industry norm for review platforms is 1–5%.

This difference is significant. On traditional review platforms, published scores reflect the small minority of customers who chose to leave a review — typically those with strong positive or negative experiences. The silent majority are not represented.

SEI's post-project follow-up approach captures the full range of customer experiences. A score of 8.4/10 based on 60 interviews reflects the typical experience far more accurately than a 4.8/5 based on 12 self-selected reviews.

What Consistency Signals Are

Each profile includes two consistency signals:

• High score rate — The percentage of interviews where the overall score was 8 or above. A high percentage indicates consistent performance, not just a good average driven by a few exceptional scores.
• Recommendation rate — The percentage of customers who said they would recommend the company. This is a direct signal of customer confidence.

Manipulation Prevention

Because customers are contacted by Syncara rather than invited by the company to leave a review, companies cannot selectively solicit positive reviews or suppress negative ones. The interview pool is determined by the company's completed project records, not by company choice.

Companies cannot edit, filter, or remove customer feedback once collected. They may request corrections where factual errors are identified, which are reviewed independently.

Data Freshness

Profiles are updated automatically as new verified interviews are added. Each profile displays the date range of the interviews it covers, so the recency of the data is always visible. Profile scores reflect the full history of collected data, weighted equally across all interviews.