Listing Quality Score


Each listing is assigned a Listing Quality Score (LQS). This score determines a listing’s placement in the Best Available sort within its category. LQS is also the base metric used for the Featured Advisors sort when bidding to feature a listing. Visit our Featured Listings article to learn more about featuring your listings. 

To view your current listing position within the Featured Advisors sort, view the Quality Score page. 


How Listing Quality Score is measured

Retention Rate is an algorithm created by Keen that influences both the rank position and cost to bid in Featured Listings. This is the only metric that influences your LQS ranking. Rankings are updated daily, and exclude readings with customers using the introductory offer. Your listing quality score is calculated daily and covers activity over a rolling 90-day period. 


Default sorts for customers

There are two main sorts on either the homepage or category pages when a customer browses advisors on Keen: Best Available (LQS) and Featured Advisors (LQS plus bidding). Customers land on different sorts when viewing Keen based on tenure.

New-to-Keen customers are shown the Best Available sort first. Since new customers come to Keen with an introductory promotion, advisors opted into promos will be highlighted as the default view for customers until their new offer has been fully redeemed. Returning Keen customers are shown the Featured Advisors sort first. 

Regardless of what sort shows up first for a customer, other sorts and filters can be utilized by any customer looking for an advisor to speak with. Some of the most popular filters customers use to find an advisor to speak with are price, star rating, and conversation type (Call or Chat).

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