Your stats, explained

Two numbers on your profile matter most: your response time and your completion rate. Both count towards your badges and your Mytherapist.ng Prime qualification, and both are calculated in specific ways. Here's what they measure.

Response time

• It measures how quickly you respond to booking requests.
• It's refreshed by a background update roughly every 6 hours, not live. If you've just started replying faster, the number moves at the next refresh.
• Bookings paid through an HMO and in-person bookings are excluded, because they confirm automatically.
• No value means there's no data yet. A 0 means under a minute. They can look similar, but they're opposites.
• Prime qualification needs an average of 30 minutes or less.

Completion rate

• It's your completed sessions as a share of the sessions that should have happened.
• Declined requests don't count against it.
• Sessions lost to a platform fault shouldn't count against it either. If one has, contact support with the session's date and time, not just the percentage.
• Prime qualification needs 90%.

Other numbers that count

• Completed sessions. Prime needs 20, and your total also sets your commission: it drops from 20% to 15% after 100 completed sessions, and to 12.5% after 500. See Earnings and commission.
• Ratings. Prime needs 10 ratings with a 4.8 average. Users are prompted to rate a session once you mark it complete.

See Prime therapist status for the full checklist.

If a number looks wrong

Contact support and name the sessions you think are missing or wrongly counted. In the Caregiver App, open Support, or use the support chat in the web dashboard. A person replies Mon–Sat, 9am–5pm WAT.