Understanding your trust score

Your trust score is a number between 0 and 100 that reflects your reliability and quality as a tradesperson on TruePro. It is calculated entirely from real job data — not from how you fill out your profile. Homeowners use it to compare tradespeople when reviewing quotes, so a strong trust score directly affects how much work you win.

What the trust score measures

• Completion rate — the percentage of accepted jobs you have completed. Cancelling jobs after acceptance hurts this metric significantly.
• Resolution rate — the percentage of completed jobs that resulted in a reported issue. Even cases you win affect this metric, though wins have a smaller impact than losses.
• Response time — how quickly you respond to new leads with a quote. Faster responses improve your score.
• Cancellation rate — how often you cancel after accepting a job. This is tracked separately from completion rate because late cancellations are particularly damaging to customers.
• Customer ratings — the average of all your star ratings across quality, communication, punctuality, and value for money.

Building trust before you have completed jobs

Before your first three paid jobs, your score is based on how established your business is rather than job performance: points for years trading (based on the founded year you declare, verified by our team), plus bonuses for verified insurance, verified banking details, verified ID, and each verified professional accreditation (e.g. Master Builders, IOPSA) you hold. These bonuses are deliberately generous while you're building a track record — a helping hand for new pros. A score built this way is capped at 99 — once you complete three paid jobs, your score switches to being based on real job performance (with smaller versions of the same verification bonuses on top, so a proven track record stays what matters most), and 100 becomes achievable.

Score range and display

Scores run from 0 to 100. A score of 80 or above is considered excellent. Below 50 may result in a review of your account by the TruePro team.

Your score is not displayed to homeowners until you have completed at least three jobs on the platform. This prevents a single poor review or reported issue from defining a new pro who is otherwise excellent. Until then, your profile shows "Building trust score".

How to improve your trust score

• Respond to leads quickly. Aim to send a quote within two hours of a lead arriving.
• Only accept jobs you can complete. Do not accept work and then cancel — this is the fastest way to damage your score.
• Communicate clearly with customers. Many reported issues stem from poor communication, not poor workmanship.
• Upload thorough completion evidence. Photos and notes protect you if a customer reports an issue on a completed job.
• Ask satisfied customers to leave a review. You cannot write the review for them, but you can remind them it helps your business.

Can scores go down?

Yes. Your score is recalculated continuously as new job data comes in. A run of cancellations, reported issues, or poor ratings will lower your score over time. Consistently excellent performance will raise it.