The Brand Excellence Criteria, Explained

The Review Mark Brand Excellence Certificate is awarded only to brands that meet our Excellence Criteria in an independent assessment. The criteria are designed around one question: what does a customer experience from the first visit to after-sales support?

1. Product or service quality

Does the product or service match what is promised, consistently? We look at quality, durability and whether customers receive what they paid for. Tip: fix the most common quality complaint before applying.

2. Packaging and delivery

Safe, clean, professional packaging; accurate orders; and delivery that arrives on time and as described. Tip: track your on-time delivery rate and choose couriers accordingly.

3. Customer service

How quickly and politely customers are helped before, during and after the sale. We contact brands with real questions. Tip: set a reply-time target and measure it.

4. Public reputation

What customers say on Google, Facebook, marketplaces and Review Mark — and how the brand responds. Tip: reply to every review, especially the critical ones.

5. Honesty and transparency

Clear prices, honest product information and fair, easy-to-find return, exchange and refund policies. Tip: publish your policies where customers can see them before buying.

6. Complaint handling

Problems happen to every brand. We check whether complaints are taken seriously and resolved fairly. Tip: keep a complaint log and review it monthly.

7. Brand professionalism

A consistent, trustworthy presence across website, social media, store and communication. Tip: make sure your name, logo, contact details and tone match everywhere.

How scoring works

Each area is scored from 1 to 5. To qualify, a brand needs a strong overall score and no weak area. The overall assessment score is printed on the certificate and shown on the brand’s certified profile.

What certified brands receive

• The Certificate of Excellence with a unique Certificate ID and QR code.
• A certified profile on Review Mark.
• A certificate anyone can verify at reviewmark.com/verify.

The certificate cannot be bought, and applying never guarantees a result. Brands that do not qualify receive feedback and can apply again once they have improved.