Where to check rating and reviews
We've changed the way we calculate restaurant ratings. Now it's more objective and transparent for users, and even more convenient for restaurants to monitor performance quality.
What's changed
Most importantly:
- Now the restaurant rating is affected by order ratings and by the percentage of orders canceled by the restaurant. The fewer orders you cancel, the higher your rating and more likely you are to receive new orders.
- The newer the order rating, the more it affects the restaurant's overall rating. Older ratings are also taken into account, but they have less influence.
- After activation, restaurants get 10 welcome ratings. They're taken into account in the overall rating but aren't displayed in your account. This helps new restaurants maintain a decent rating if they get negative user ratings when they're just getting started.
- For a restaurant's rating to be displayed, now all the restaurant needs is ten user ratings (not counting welcome ratings). This means that new restaurants can earn their rating faster.
- We check all reviews and delete suspicious and unfair ratings.
You can get expert advice on your performance indicators in your account → Support → Partnership and promotion → Questions about performance indicators. If you think that a rating or cancellation isn't related to the quality of the restaurant, you can request to exclude it from the restaurant's rating in your account → Support → Question about order → Delete rating or cancellation.
How to monitor the rating
You can monitor the restaurant's performance in the Restaurants section. The green arrow means that your rating has recently increased, and the red arrow means that it's decreased.
Click any restaurant to open its rating page. The rating page has several sections:
Restaurant rating
-
Here you can view the restaurant's current rating and how it's changed over the last 24 hours. Below is a comparison of two performance indicators that affect the restaurant's rating:
- User rating: The average based on the last 200 order ratings. New ratings have a bigger impact on the overall rating.
- Cancellation rating: The percentage of orders canceled by the restaurant on a five-point scale. The fewer orders you cancel, the higher the rating.
Rating dynamics
- A graph that shows how your rating changed this week and last week.
User rating
- The graph shows the restaurant's last 200 user ratings. You can see how many of each ratings the restaurant got with the same number of stars. The ratings on the right are the newest.
How to get higher ratings
-
Here you can see the most common users complaints with negative ratings, and get recommendations on how to get higher ratings and keep your customers happy.
To view reviews of your restaurant, click View feedback.
Cancellation rating
- A graph of your current cancellation rating and the dynamics of orders canceled by the restaurant.
How to cancel orders less often
-
On the right, you can see the most frequent reason why orders get canceled and recommendations on reducing the number of orders with problems.
To view all orders canceled by the restaurant, click Cancellation history.
Restaurant reviews
Click Reviews and View feedback to see the last 200 comments from users about their orders from your restaurant.
Here you can view order ratings, comments, and reviews from users.
You can sort reviews by rating or rating comment.
The Included in the rating mark means that this order rating affects the restaurant's current overall rating. If there's no mark, the restaurant's overall rating isn't affected.
You can view the weight of each review in the overall rating: new ratings have a greater impact on the restaurant's overall rating.
FAQ
Here are the answers to some common questions about the new rating system:
Where can I view order ratings and reviews?
To view ratings and reviews, go to the Reviews section.
How can a restaurant's rating change?
Restaurant ratings are affected by two performance indicators: the last 200 order ratings, and the number of orders canceled by the restaurant. The higher the ratings you receive and the fewer orders you cancel, the higher your overall rating is. The more recent the order rating, the more it affects your overall rating.
Do orders that weren't canceled by the restaurant affect the rating?
No. If an order is canceled by the user, courier, or our team, it doesn't affect the rating.
Do ratings related to order delivery affect the overall rating?
These ratings aren't taken into account. We understand that late delivery, courier behavior, and food temperature aren't the restaurant's fault.
What are suspicious ratings?
We check all order ratings using special algorithms. Suspicious or unfair ratings don't affect the restaurant's overall rating and aren't displayed in your account.
What are welcome ratings from Yandex Eats?
After activation in Yandex Eats, your restaurant is awarded ten welcome 5-star ratings. They are taken into account in the overall rating, but not displayed in your account. This helps new restaurants maintain a decent rating if they get negative user ratings when they're just getting started.
If you have any questions, please contact Support. We'll do our best to help.