Zillow Reputation Management
Zillow displays agent ratings and reviews directly alongside property listings, putting an agent’s reputation in front of nearly every buyer and seller browsing the platform.
How Zillow’s 1–5 agent rating is actually calculated
An agent’s overall Zillow rating is a direct average of the "likelihood to recommend" scores left by reviewers, on a 1–5 scale, where 5 means very likely to recommend and 1 means very unlikely. It is not weighted toward a neutral baseline the way some platforms’ scores are — each new review simply becomes part of the average.
Reviewers can also rate an agent on four sub-categories — local knowledge, process expertise, responsiveness, and negotiation skills — plus leave a free-form written review. Those sub-ratings display alongside each review rather than being folded into the single headline number.
Every review is screened through Zillow Group’s fraud filters and then evaluated by a trained human moderation team against Zillow’s Good Neighbor Policy and Review Guidelines before it publishes to the profile. Zillow’s own guidance also notes that review count, not just the star rating, drives how often an agent gets contacted — a profile with more reviews at a strong-but-imperfect average routinely outperforms a thin profile with a perfect score.
What actually shapes an agent’s Zillow rating
- Simple averaging — the headline rating is a direct average of "likelihood to recommend" scores across all published reviews, with no recency or Bayesian weighting.
- Eligibility — only buyers and sellers who communicated with or worked with the agent (including documented "attempted contact") can submit a review.
- Moderation — every review passes through Zillow Group’s fraud filters and a trained human moderation team before it publishes.
- Review volume — Zillow’s own guidance notes that the number of reviews on a profile influences contact volume independent of the rating itself, so a thin five-star profile isn’t necessarily an advantage over a larger, slightly lower-rated one.
How we approach Zillow
- Agent profile monitoring and response
- Guidance on Zillow’s review and verification policies
- Coordination with your Realtor.com and Google presence
- Rating trend tracking over time
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