Oh, come on Miriam. Here is the TOTAL wording of that announcement (copy-n-pasted):
We will base the Positive Feedback Percentage on the past 12 months of activity (and include neutral Feedback in the calculation)
Seriously, does this one sentence convey the IMPACT that including neutrals had on some of our scores?
I went from a 99.8% feedback to 96.1% overnight because of a string of neutrals I had six months ago due to extenuating circumstances. I would have had a lot more if I hadn't communicated with a lot of those people and asked them to remove the neutral because it negatively impacted my business, and how little I knew what was coming.
"include neutral Feedback in the calculation" can mean many things, like each neutral will count as a negative for the purposes of calculation (crazy and highly unstabilizing to the score), or each neutral will have 1/10 the weight of a negative.
Both could've been done, but the WORST POSSIBLE inclusion was used.
Despite this announcement, we were not informed of the true impact, in my humble opinion.
John