ServiceScore™ Methodology & Terms
Service Quality Indicators, Calculation Methods & Terms
Plain-Language Summary
ServiceScore™ is ClinicBooking's proprietary service indicator—focused on responsiveness, professionalism, follow-through, and verified feedback from interactions that occur on ClinicBooking. It is not medical advice, not a clinical quality score, and not a recommendation. Use it as one input when researching providers.
Owner & Contact
Owner/Operator
Spyface Tech Company, LLC (d/b/a "ClinicBooking")
Address
30 N Gould St Ste N, Sheridan, WY 82801, USA
Support
care@clinicbooking.comLegal
hello@spyface.comOn This Page
What ServiceScore™ Is (and Isn't)
ServiceScore™ is ClinicBooking's proprietary customer-service indicator for listed providers and clinics. It reflects how a provider interacts with prospective patients on and through ClinicBooking (responsiveness, professionalism, follow-through) and verified feedback captured on our platform.
It does not measure clinical quality, outcomes, safety, or medical efficacy, and is not medical advice, recommendation, referral, certification, or accreditation.
Data Inputs (Signals)
- Responsiveness & timeliness: median first-reply time; reply completion rate; follow-up within 3 business days.
- Professionalism & courtesy: user-reported courtesy; clarity and usefulness of information; avoidance of template spam.
- Follow-through: answering questions asked; sending estimates when requested; offering appointment windows.
- Verified feedback: ratings and narrative feedback tied to a verified ClinicBooking interaction (weighted higher than unverified).
- Profile transparency: completeness and freshness of disclosures (pricing ranges, languages, payment types, cancellation policy).
- Issue signals (downward only): substantiated complaints for non-response or misleading information; trust/safety policy violations.
Excluded from ServiceScore™: operative success rates, complications, clinical photos/videos quality, treatment efficacy, or any proxy for medical judgment.
Formula & Weights
We normalize metrics by category and market, apply minimum-sample requirements, and compute a 0–100 score. We may apply decay to stale data and caps to outliers. Scores are updated at least monthly.
Input
Responsiveness & timeliness (first-reply time, completion rate, follow-up)
Weight
35%
Notes
Category & region normalized
Input
Verified feedback quality & consistency (last 12–18 months)
Weight
30%
Notes
Min. sample threshold applies
Input
Follow-through & resolution
Weight
10%
Notes
Task completion signals
Input
Professionalism & courtesy markers
Weight
10%
Notes
Evaluated from user feedback
Input
Profile transparency & freshness
Weight
10%
Notes
Declared info + last updated
Input
Issue/violation adjustments
Weight
Up to −5 pts
Notes
Downward only
| Input | Weight | Notes |
|---|---|---|
| Responsiveness & timeliness (first-reply time, completion rate, follow-up) | 35% | Category & region normalized |
| Verified feedback quality & consistency (last 12–18 months) | 30% | Min. sample threshold applies |
| Follow-through & resolution | 10% | Task completion signals |
| Professionalism & courtesy markers | 10% | Evaluated from user feedback |
| Profile transparency & freshness | 10% | Declared info + last updated |
| Issue/violation adjustments | Up to −5 pts | Downward only |
Inputs and default weights. Subject to change; see Section 13 for methodology updates.
Sample Thresholds & Update Cadence
To ensure fairness across specialties and markets, listings must meet (and maintain) minimum interaction volume and recency. We also group locations into market tiers to avoid penalizing low-volume geographies.
Market tiers (for normalization):
Tier 1 = major metro (pop. ≥ 1M or ≥ 50 active providers); Tier 2 = mid-market (pop. 250k–999k or 10–49 providers); Tier 3 = local/rural (pop. < 250k or < 10 providers). Internal geo files determine assignment.
Aesthetic Surgery
e.g., rhinoplasty, facelift, abdominoplasty
Tier 1 (Major Metro)
≥ 30 verified interactions / 18 mo
Tier 2 (Mid-Market)
≥ 18 / 18 mo
Tier 3 (Local/Rural)
≥ 10 / 24 mo
Freshness Window & Update Cadence
Use last 18–24 mo; monthly refresh; decay after 12 mo
Medaesthetic Injectables
neuromodulators, fillers
Tier 1 (Major Metro)
≥ 50 verified / 12 mo
Tier 2 (Mid-Market)
≥ 30 / 12 mo
Tier 3 (Local/Rural)
≥ 15 / 18 mo
Freshness Window & Update Cadence
Use last 12–18 mo; monthly refresh; strong decay after 9 mo
Laser/Device Treatments
laser resurfacing, IPL, RF microneedling
Tier 1 (Major Metro)
≥ 35 verified / 12 mo
Tier 2 (Mid-Market)
≥ 20 / 12 mo
Tier 3 (Local/Rural)
≥ 10 / 18 mo
Freshness Window & Update Cadence
Use last 12–18 mo; monthly refresh; decay after 9–12 mo
Dental & Orthodontics
veneers, aligners, implants
Tier 1 (Major Metro)
≥ 40 verified / 18 mo
Tier 2 (Mid-Market)
≥ 24 / 18 mo
Tier 3 (Local/Rural)
≥ 12 / 24 mo
Freshness Window & Update Cadence
Use last 18–24 mo; monthly refresh; decay after 12 mo
Hair Restoration
FUE/FUT, PRP
Tier 1 (Major Metro)
≥ 25 verified / 18 mo
Tier 2 (Mid-Market)
≥ 15 / 18 mo
Tier 3 (Local/Rural)
≥ 8 / 24 mo
Freshness Window & Update Cadence
Use last 18–24 mo; monthly refresh; decay after 12 mo
Women's Health & Wellness
pelvic health, menopause, weight mgmt.
Tier 1 (Major Metro)
≥ 30 verified / 12 mo
Tier 2 (Mid-Market)
≥ 18 / 12 mo
Tier 3 (Local/Rural)
≥ 10 / 18 mo
Freshness Window & Update Cadence
Use last 12–18 mo; monthly refresh; decay after 9–12 mo
Other Specialties
where listed on ClinicBooking
Tier 1 (Major Metro)
≥ 20 verified / 18 mo
Tier 2 (Mid-Market)
≥ 12 / 18 mo
Tier 3 (Local/Rural)
≥ 6 / 24 mo
Freshness Window & Update Cadence
Window tuned per volume; monthly refresh
| Category | Tier 1 Major Metro | Tier 2 Mid-Market | Tier 3 Local/Rural | Freshness Window & Update Cadence |
|---|---|---|---|---|
Aesthetic Surgery e.g., rhinoplasty, facelift, abdominoplasty | ≥ 30 verified interactions / 18 mo | ≥ 18 / 18 mo | ≥ 10 / 24 mo | Use last 18–24 mo; monthly refresh; decay after 12 mo |
Medaesthetic Injectables neuromodulators, fillers | ≥ 50 verified / 12 mo | ≥ 30 / 12 mo | ≥ 15 / 18 mo | Use last 12–18 mo; monthly refresh; strong decay after 9 mo |
Laser/Device Treatments laser resurfacing, IPL, RF microneedling | ≥ 35 verified / 12 mo | ≥ 20 / 12 mo | ≥ 10 / 18 mo | Use last 12–18 mo; monthly refresh; decay after 9–12 mo |
Dental & Orthodontics veneers, aligners, implants | ≥ 40 verified / 18 mo | ≥ 24 / 18 mo | ≥ 12 / 24 mo | Use last 18–24 mo; monthly refresh; decay after 12 mo |
Hair Restoration FUE/FUT, PRP | ≥ 25 verified / 18 mo | ≥ 15 / 18 mo | ≥ 8 / 24 mo | Use last 18–24 mo; monthly refresh; decay after 12 mo |
Women's Health & Wellness pelvic health, menopause, weight mgmt. | ≥ 30 verified / 12 mo | ≥ 18 / 12 mo | ≥ 10 / 18 mo | Use last 12–18 mo; monthly refresh; decay after 9–12 mo |
Other Specialties where listed on ClinicBooking | ≥ 20 verified / 18 mo | ≥ 12 / 18 mo | ≥ 6 / 24 mo | Window tuned per volume; monthly refresh |
Notes: (i) "Verified interactions" are engagements traceable to ClinicBooking (e.g., messages, calls via our bridge, appointment requests) with sufficient metadata for validation. (ii) If a listing does not meet thresholds, we may show "Provisional," pause scoring, or limit badge display. (iii) We may apply market-tier relaxations where data is seasonally sparse.
Display & Badges
- Score range: 0–100 with one decimal; may be accompanied by short context labels.
- Badges (optional, may be shown or withdrawn):
- Exceptional Service (≥90 and sample threshold met)
- Highly Responsive (top 10% responsiveness; threshold met)
- Rising Provider (new listing with rapidly improving service signals; provisional)
- Off-site use of badges/logos must follow our Brand/Widget Terms and may be revoked.
Minimum Eligibility & Provisional Status
- New listings may show "Provisional" until minimum verified interactions are met.
- Dormant listings (no recent interactions) may be paused from scoring or labeled as stale.
- Category/market normalization is applied where feasible to avoid unfair cross-market comparisons.
Data Integrity, Anti-Gaming & Enforcement
Manipulation is strictly prohibited, including: fabricated leads, purchased or incentivized feedback, coordinated voting, automated reply spam, astroturfing, or suppression of legitimate feedback.
Remedies (non-exhaustive): score suppression or removal; listing demotion/suspension/removal; badge revocation; takedown of inauthentic content; reporting to authorities where legally required; contractual and legal remedies.
Providers must not condition pricing, service, or benefits on removing, altering, or discouraging legitimate feedback.
Appeals & Corrections
- Submit a detailed appeal (ticket references, timestamps, redacted screenshots).
- We review interaction logs and adjust inputs if warranted; corrections propagate to the next refresh.
- We may request substantiation (e.g., CRM exports). Remove any non-ClinicBooking PII/PHI before sending.
- Bad-faith or repetitive appeals may be limited.
No Medical Advice; Not a Medical Device
ServiceScore™ is an opinionated service-quality indicator. It is not medical advice, and it is not a diagnostic or clinical decision support tool or any device under the U.S. Federal Food, Drug, and Cosmetic Act or related FDA regulations. Do not use it to select treatments or judge medical competence.
Conflicts, Endorsements & Paid Influence
- No incentives, discounts, or compensation in exchange for positive feedback or higher scores.
- Disclose any material connections when posting content (FTC Endorsement Guides).
- Paid advertising on ClinicBooking does not influence ServiceScore™.
Privacy, PHI Boundary & Data Use
- Scores use interaction metadata and verified feedback created on ClinicBooking—no clinical records are required.
- We aggregate/normalize inputs and avoid displaying Protected Health Information.
- We may use de-identified analytics to improve systems per our Privacy Policy and applicable laws.
- Underlying logs may be retained for up to 24 months for audit/appeal, then deleted or de-identified.
Intellectual Property & License to Display
ServiceScore™, its methodology, and any related marks, graphics, and text are proprietary to ClinicBooking. By listing on ClinicBooking, you grant us a non-exclusive, worldwide, royalty-free license to calculate, display, and reference your ServiceScore™ and related badges on and off ClinicBooking (emails, search snippets, educational material) and to describe our methodology.
Reservation of Rights; Methodology Changes
We may refine or rebalance inputs/weights; impose new minimums; or pause scoring for categories where data is unreliable. Material changes will be reflected in this page, and we may label scores as "updated methodology" for a reasonable period.
Disclaimers & Limitation of Liability
ServiceScore™ and related badges are provided "AS IS" and "AS AVAILABLE." To the maximum extent permitted by law, ClinicBooking disclaims all warranties (express, implied, statutory), including merchantability, fitness for a particular purpose, non-infringement, and accuracy.
Neither ClinicBooking nor its affiliates are liable for indirect, incidental, special, consequential, exemplary, or punitive damages. Our aggregate liability related to ServiceScore™ shall not exceed USD $100.
Governing Law; Dispute Resolution
These terms are governed by the laws of the State of Wyoming, USA, without regard to conflict-of-laws rules. Disputes are handled under the ClinicBooking Terms of Service dispute-resolution/arbitration clause. If inapplicable, exclusive venue is in state or federal courts located in Wyoming.
Modifications
We may update these ServiceScore™ terms at any time. Continued use of ClinicBooking after updates constitutes acceptance.
Contact
Support
care@clinicbooking.comLegal
hello@spyface.comAddress
Spyface Tech Company, LLC
30 N Gould St Ste N
Sheridan, WY 82801, USA