Do Not Stop at the Stars
An agent's rating can tell you something about how previous merchants viewed their experience. It is useful information, but it should not be the only thing you consider.
A profile should help you understand the person behind the rating: their experience, the businesses they have supported and whether the relationships they build appear to last.
Why Retention Tells a Deeper Story
A good interaction can earn a positive rating. A lasting merchant relationship requires more. It requires the agent to remain useful after onboarding, respond when help is needed and continue supporting the business over time.
That is why retention matters. Merchants staying with an agent is stronger evidence of an ongoing working relationship than a single score viewed on its own.
What to Look for in an Agent Profile
Start with the basics. Is the profile clear? Does it show who the agent is and what they do? Look at their experience and any available evidence of the merchant relationships they have built.
Then look beyond presentation. A polished profile can attract attention, but the real question is whether the agent can support a merchant after the signup. The strongest signal is consistent service that gives businesses a reason to continue.
Ratings Still Have a Place
This is not an argument to ignore ratings. They can help you understand how previous interactions were experienced. The point is to put them in context.
Think of the rating as one piece of evidence and retention as a question about the relationship behind that evidence: Do merchants stay?
Choose the relationship, not just the number. When reading an agent's profile, use ratings as a signal—but give greater weight to evidence that the agent can build and maintain useful merchant relationships.
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