Inaccurate sleep score - customer service unhelpful

[JuliaInTheCity]

What does it take to get a 50 out of 50 for Time Asleep? I understand there are 3 factors that make up your overall sleep score: Time Asleep, Deep and REM (aka sleep stages), and Restoration. My question is specifically about how the score is determined for the Time Asleep portion, which I understand is 50% of the score. 

Just as an example, last night my app shows that I was asleep for 9 hr and 18 minutes (and awake 1 hr and 38 minutes). But my Time Asleep score is only 42/50! This happens all the time. What does one have to do in order to get a 50/50 for Time Asleep on this thing?? 

FWIW I spent 45 minutes on chat with customer service and got nothing but a run-around. His ultimate answer was that I'm probably doing something wrong (I'm not), and that's resulting in inaccurate sleep stages. He never was able to understand that I'm not asking about sleep stages, I'm asking about Time Asleep. And if in fact he's right and the sleep stages (REM, light, deep) are a factor in the score for Time Asleep, then THE FREAKING APP SHOULD SAY SO!! 

I'm deeply annoyed and hope someone in the community can shed some light. 

[JohnnyRow]

Here's one possibility:

"Time asleep is 50% of the score.  It measures how close you are to hitting your sleep goal, which is different for everyone."

What is your sleep goal?  It is a parameter you input.  Maybe if your goal is 8 hours sleep, you lost points for too much sleep, just like for too little. 

[LZeeW]

@JuliaInTheCity  I checked several records with my highest sleep scores.  My best Time Asleep score was 47/50.  I had 8 hr 11 min asleep (one hour over my goal), but only 38 min awake.  Fitbit's explanation, "Keep in mind, it's normal to wake up a few times during the night, but waking up too often or being awake for long periods of time may impact your score."  My Time Asleep score goes down as my awake time goes up.

I'm not convinced that sleeping more than 9 hours is the culprit.  I have a few of those, but never have 1 hr 38 min awake.  I'm leaning towards your time awake time.

I'm very convinced that meeting/not meeting a sleep goal doesn't affect the score..  I've turned mine off, then back on, off again, currently on and it doesn't make a difference.  The sleep goal was available on my very first Fitbit.  Sleep scores came years later.