Feedback Overview

Feedback is a valuable tool for growth. It helps highlight what customers appreciate and where there may be opportunities to improve. That said, it’s important not to get too caught up in any one review, especially a negative one.

Customers recognize that the occasional low rating is normal and tend to focus on the bigger picture: an overall pattern of feedback. Keep perspective, stay focused on your progress, and remember: one review doesn’t define your success. You're building something meaningful with every connection you make. 🌟

When is a Reading Eligible for Feedback? 📞

Customers are invited to leave feedback after any conversation that lasts at least four paid minutes. This does not include free minutes offered by Advisors or time covered by promotional credits.

For calls, customers can rate the session (1–5 stars) using their phone keypad.
For chats, a pop-up appears asking for feedback right after the session ends.

Key things to know:

Customers can leave one Star Rating and Review per Advisor per day. So, if they have multiple readings with you in a day, only one will be eligible for feedback that day. Another session will become eligible the following day.
Customers have up to 7 days after a reading to leave feedback. After that, the option expires.
Blocking a customer does not prevent them from submitting feedback if the session still qualifies and falls within the 7-day window.

What are Endorsed Strengths? 💪

When a customer rates a conversation 4 stars or higher, they’ll have the option to select up to five strengths that reflect what they appreciated most about the reading. These Endorsed Strengths will appear alongside their written feedback on your profile.

No matter the star rating, all customers are encouraged to leave written comments about their experience. Each selected strength represents a key quality that customers value in an Advisor, helping showcase what makes you stand out.

Honest = Advisor was truthful and sincere in their advice.
Accurate = Advisor shared personal details that the customer hadn’t provided or correctly predicted future events.
Kind = The Advisor was polite and considerate, even when delivering difficult advice.
Helpful = Advisor was attentive and addressed the specific questions the customer needed clarity on.
Detailed = Advisor provided a thorough, in-depth reading with specific and meaningful feedback.

Search Reviews 🔍

The feedback system now includes a search bar, making it easier to find specific keywords in your written reviews from the past year. To return to the full view, simply click the “X” in the search bar.

You’ll also find new filter options that let you sort reviews by:

Most Recent
Most Helpful (based on votes from other customers)
Highest Rating
Lowest Rating
My Reviews

The Histogram

The histogram gives both you and your customers a quick snapshot of all the Star Ratings you’ve received over the listing's lifetime. Each bar is clickable, allowing you to easily filter and view reviews by rating level. The Histogram encompasses all historical Star Ratings data, while Reviews specifically refer to written feedback submitted within the past 12 months.

Keep in mind: success doesn’t require a perfect 5.0 rating. A mix of ratings can build more trust with potential customers. Most people understand that no one is perfect; seeing a range of honest, thoughtful feedback often makes your profile feel more genuine and relatable. A flawless 5.00 across the board can sometimes feel too polished and even raise doubts.

So if you have a few lower-rated reviews, don’t stress. What matters most is your consistency, the quality of your connections, and the overall strength of your feedback over time.

What Other Customers Say 🗣️

This AI-generated summary provides a quick overview of the most common themes and sentiments shared by customers over the past year. It’s designed to highlight what makes your readings stand out, based on actual feedback you’ve received. Any mentions of "ran out of funds," "got cut off," and "tech issues" will be excluded from the summary. Please note that Advisor Support cannot manually regenerate this summary, but it will automatically refresh once a week.

More Precise Star Ratings ⭐

Star Ratings now include an extra decimal place (e.g., 4.6 → 4.63) to provide a more accurate and transparent view of customer feedback. This helps better distinguish between Advisors across the site. Note: This is a display change only! There are no changes to how Star Ratings are calculated.

To understand how your star rating is determined, we recommend reviewing our Calculating Your Star Rating page. A few key reminders:

Written reviews and endorsed strengths expire 12 months after they’re posted.
It’s normal to see small changes in your overall rating over time. In many cases, this is due to older feedback expiring.
Once feedback or ratings expire, they cannot be restored by Advisor Support.

This offers a more accurate reflection of your performance and helps customers make confident connections.

Highlight a Review with the Pinned Feedback Feature 📌

Each listing allows Advisors to pin one review to the top of their feedback section. This lets you highlight a comment that best reflects your reading style or the experience you provide, making it the first review potential customers see.

Your pinned review will stay at the top of your listing until you choose to unpin it or it expires. Feedback expires after 12 months or if the customer’s account becomes inactive on Keen.

We recommend selecting a review that provides new customers with a clear and authentic sense of what they can expect when connecting with you.

How to Highlight Feedback

To pin a specific review:

Go to your Feedback Summary and select a listing from the drop-down menu.
Next to each written review for that listing, you’ll see a pin icon in the far-right column.
Click the pin icon beside the feedback you want to highlight.

Once pinned, the selected feedback will be highlighted in blue and moved to the top of your Feedback Summary for that listing. You can pin reviews for any of your listings to showcase the feedback that best represents your style.

Keeping Feedback Fair and Constructive

To maintain a fair and constructive feedback system, we adhere to clear guidelines. Feedback that doesn’t meet these standards may be removed. Please note that Advisors may not leave feedback for one another.

Review our Feedback Policy to understand which types of feedback may be eligible for removal. If you need to request removal, Advisors can do so through our Customer Support form.