We can make customers happy if the experts knew why the few were not happy
There is a relist inaccurate, incomplete, to long, etc... Why. The word alone is rude and gains no ground in getting the problem solved. Opt outs I can see but we need to know why they did it. Refunds are ok but we still need a reason why. We cant learn from our mistakes if we are not told about them.
Relist will not be an option on Pearl.com questions, so that’s a start – but, with the new feedback systems we’re testing out, we should be able to get you immediate feedback on how happy the customer is – and we’ll do everything we can to help them talk to you to sort it out before just leaving.
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Pete G. commented
It seems to me we need more than one measure of a customer's happiness with an expert's answer -- the happy face thing. That is too blunt of a measure and does not contain nearly enough info for someone (the expert) to know where to improve. Seems to me we should have customer ratings of an answer along multiple dimensions of what makes for a good answer. Ideally those dimensions would be orthogonal. If so many happy faces might discourage customers from using it, then just show the current one and if the customer engages with it then show the rest.
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Kevin Kappler Ph.D. commented
When my wife used your service I was amazed that there was no way for her to rate the response of the attorney she contacted. She could give that person a bonus.
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dccg commented
I agree, for customers that don't accept - I'd sure like to know why. If you want pre-set answers for analysis, that's fine, but a freeform "other" field would be mandatory...
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George Malhiot commented
Allow us to satisfy the customer to the best of our ability, it may have a great positive effect on the customer's outlook on JA
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Skye commented
I get fired up every time a customer with a high school education tells me that the answer in my field is "inaccurate." They have no idea whether a complicated medical or biochemical answer is inaccurate or not. I didn't spend 13 years on post-graduate education to be insulted. I really fault the programmers for this, not the customer.