You can now track a facility’s star rating over time and compare it with the average star ratings of nearby facilities!
What is a star rating?
Star ratings are an important customer satisfaction metric and provide valuable insight into your customers' experiences. We have seen that facilities with higher star ratings on SpotHero are more likely to attract new customers as well as retain existing ones, ultimately generating more revenue.
How are star ratings collected?
Once a reservation ends, SpotHero customers are asked to rate their parking experience on a scale from 1 to 5, with one star representing a very unsatisfactory and poor quality experience, and five stars representing a very satisfactory and high quality experience. Drivers are given a 30-day window to submit their review, starting after the reservation ends.
Review Your Facility’s Star Rating
Step 1 : Log in to the SpotHero Control Panel and select a facility from the sidebar. | Step 2: Select the Star Ratings page within the Facility Information drop-down menu in the top bar. | Step 3: Review the facility’s current rating snapshot and star rating snapshot over time. |
On the page you will see a high level breakdown of your current star rating. A facility’s star rating is based on a weighted average of driver ratings from the past 24 months. Recent reviews carry more weight, ensuring the rating reflects the current customer experience. Ratings update on a rolling basis as new reviews are submitted.
We have also created a graph of your star rating snapshot over time, providing you with a historical view of changes in customer satisfaction within a given time frame (30, 60, or 90 days). This graph includes star rating data from other locations within your facility’s city and microclimate (facilities within a 0.5 mile radius), allowing you to compare the quality of your customers’ parking experiences to those at surrounding facilities.
On April 7, 2026, we updated the rating methodology to weigh recent reviews more heavily so ratings better reflect the current customer experience. Ratings prior to this date use our old methodology and reflect what customers saw on our platform when searching and booking parking at the time. This change may explain a noticeable shift in your facility’s rating when viewing trends over time.
Please note, a facility must receive at least 10 star ratings within the past 24 months to see data on this page.
Questions?
Contact your SpotHero Rep or sellersupport@spothero.com