The rating is 4.9. The newest review is eighteen months old.

A high star average can stop working without ever falling. What buyers actually read is not the number, and the repair sits in operations, not marketing.

By Steve 5 min read
Abstract bridge artwork for The rating is 4.9. The newest review is eighteen months old.

A 4.9 average across sixty reviews looks like a settled asset. On an internal dashboard it behaves like one: a number that only ever moves up, sitting in the brand section of the board pack, reported annually because nothing much happens to it. But if the newest review carries a date eighteen months old, the asset has been depreciating the whole time, and nobody noticed, because the metric being watched was the one that doesn’t move. This matters more than most reputation questions because it sits directly on the conversion…

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