A five-star rating isn't enough: what else to check

Star ratings are easy to compare.

But a single average can't tell you everything about the work behind it.

Two Pros can have similar ratings based on very different numbers of reviews, different types of jobs and feedback written at different times.

Rather than choosing from the headline number alone, look at the information underneath it.

Start with the rating, then look deeper

A rating can be a useful starting point.

Before drawing conclusions from it, look at:

• how many reviews contribute to it;
• when the reviews were written;
• what types of services the reviewers describe;
• whether the feedback is relevant to the work you need;
• whether similar themes appear across several reviews; and
• what other information is available on the Pro's profile.

None of these factors proves quality by itself.

The aim is to understand the context behind the number.

How many reviews sit behind the rating?

A 5.0 based on a few reviews and a 5.0 based on many reviews don't contain the same amount of customer feedback.

The review count therefore gives useful context to the average.

But don't turn that into another automatic rule.

More reviews don't necessarily mean a provider is better, more trustworthy or more suitable for your job.

A newer business or someone who has only recently joined a platform may simply have fewer reviews.

Treat rating + review count as two pieces of information rather than using either one alone.

Look at when reviews were written

Review dates can help you understand when customers had the experiences they're describing.

Recent feedback may give you information about more recent jobs.

Older reviews can still be useful, particularly when they show a longer history of customer experiences.

Don't assume an old review is irrelevant or a recent review is automatically more accurate.

Instead, look at the timeline as part of the overall picture.

Read what the reviews actually say

The written review can provide context that an average rating cannot.

Depending on the service, reviews might discuss:

• communication;
• punctuality;
• pricing clarity;
• organisation;
• workmanship;
• cleanliness;
• responsiveness;
• how changes were handled; or
• whether the service matched what the customer expected.

Focus especially on feedback relevant to your type of job.

A positive review for one service doesn't necessarily tell you how the provider will perform a different type of work.

Specific reviews can provide more context

A review that explains the type of work performed and the customer's experience may give you more information to consider than a very short comment.

That doesn't mean a detailed review is automatically more truthful or accurate.

It simply gives you more context to evaluate.

Look for themes, not perfection

One review shouldn't automatically determine your decision.

Look across the available feedback and consider whether themes appear repeatedly.

For example, several customers might independently mention:

• clear communication;
• delays;
• tidy work;
• pricing changes;
• punctuality; or
• responsiveness.

Repeated themes can be useful information, but they still aren't proof or a guarantee of your future experience.

What about a negative review?

A less-than-perfect review doesn't automatically mean you should reject a provider.

Consider:

• what happened;
• what type of job was involved;
• whether the complaint is relevant to your needs;
• whether enough detail is provided to understand the issue;
• whether the provider responded, if responses are available; and
• how the review fits with the rest of the available feedback.

Likewise, don't assume the customer's account or the provider's response tells you every fact about a dispute.

Reviews are accounts of experiences, not formal findings.

Read provider responses in context

Where a provider has responded to feedback, the response may give you additional context.

Look at what is actually said rather than assuming that replying, or not replying, proves professionalism.

A response may explain:

• a misunderstanding;
• what was agreed;
• how an issue was addressed; or
• the provider's perspective.

You still won't necessarily have every fact.

Look at whether the review matches the service you need

Relevance matters.

If you're considering a Pro for a major renovation, a review about a very small repair doesn't tell you everything about their ability to manage a large project.

Likewise, a photographer may offer several types of shoots, or a beauty professional may offer several different treatments.

Look for feedback connected to work reasonably similar to what you're considering.

Photos and portfolios add another piece of context

For visual services, photographs or portfolios can help you understand:

• style;
• type of work;
• scale of previous projects; and
• whether the examples resemble what you need.

Where previous work matters to your decision, you can ask whether the provider performed the work shown and what part of the project they were responsible for.

A portfolio isn't proof of future quality and shouldn't be treated as a guarantee.

Check what the profile actually tells you

Don't stop at reviews.

Read the rest of the Pro's profile.

Depending on what they have provided, look for information about:

• services;
• service area;
• experience;
• photographs;
• pricing approach;
• contact details;
• availability information where provided; and
• relevant credentials they claim to hold.

A clear profile can help you decide what questions you still need to ask.

It doesn't prove the provider is suitable for your job.

ID Verified tells you something different

On Know a Pro, South African Pros complete identity verification as part of signup before their profile can go live.

Once completed, their profile can display the ID Verified badge.

ID Verified and reviews answer different questions.

ID Verified means the Pro completed Know a Pro's required identity-verification process.

Reviews describe customer experiences.

Neither one proves qualifications, workmanship, trustworthiness, safety or future service quality.

Don't combine them into a broader claim that a provider has been fully vetted.

Check qualifications or registrations separately

For services where qualifications, licences, professional registrations or other credentials matter, verify those separately where appropriate.

Don't assume:

• a high rating proves someone is qualified;
• positive reviews prove regulatory compliance; or
• ID Verified covers professional registration.

Use the relevant official issuing body or regulator where applicable.

Compare the information with the job you're hiring for

The most useful profile isn't necessarily the one with the highest number.

Consider how the available information relates to your actual job.

Depending on the service, you might compare:

• relevant experience;
• service offered;
• examples of similar work;
• reviews relating to similar jobs;
• applicable credentials;
• scope;
• quote;
• payment terms;
• timing; and
• communication.

Different jobs deserve different checks.

Don't chase a perfect score

A perfect rating isn't a guarantee.

Neither is a slightly lower rating automatically a reason to avoid someone.

Ratings are summaries of the reviews available at that point in time.

Use them to decide what you want to read more closely, not as the entire hiring decision.

A quick review-reading checklist

Before deciding based on the stars, ask:

• How many reviews contribute to this rating?
• When were they written?
• Are any reviews relevant to the service I need?
• What do the written reviews actually say?
• Do any themes appear repeatedly?
• Is there useful context in any provider responses?
• Does the profile explain the service clearly?
• Are there examples of relevant previous work?
• Are there credentials I should check independently?
• Have I looked beyond the rating before making my decision?

The bigger picture

Stars can help you scan your options.

The useful information is in the context around them.

Read the reviews, consider the number and timing of those reviews, look at the Pro's profile, check relevant credentials where appropriate and ask questions about your particular job.

No rating, review, badge or profile can guarantee how a future service will turn out.

This article provides general consumer information and was reviewed in September 2026. Ratings and reviews reflect submitted customer feedback and don't guarantee qualifications, safety, reliability, workmanship or future service quality.