Display a notification to the customer when rating an answer/Expert in a question page that contains answers from multiple Experts
I have noticed that some customers, especially new ones, tend to rate the first answer/Expert in the conversation, regardless or other answers/Experts.
For example, an Expert provides several answers and then opts-out. Another Expert continues to work with the customer and helps them. The customer then uses the first rating box available to rate the service they received at JustAnswer and then leaves. The Expert who opted-out receives a full credit!
That happens because the customers think they are rating the overall experience they have received at JustAnswer, without knowing that the ratings are specific to Experts; therefore, I suggest a change.
A notification can be displayed when a customer chooses one of the rating faces on the rating box and clicks Submit. They should be asked to confirm the rating, so a message like this will explain everything:
“You are about to rate Expert X. Since there are other Experts in the conversation, please review all Experts’ answers before providing the final rating since ratings are specific to Experts. To rate Expert X, click OK. To rate another Expert, click Cancel and use the rating box below another Expert’s answer.”
Furthermore, most customers don’t care which answer to rate when only one Expert is involved. I have witnessed this several times while using remote desktop assistance. After I have solved the problem, the customer goes to the page to rate me. Even though there are several answers from me, they scroll down and stop when they find the FIRST rating box. They just don’t want to scroll all the way to the bottom, or they don’t know they should rate an answer that actually helped them.
So, I suggest either adding a notification to inform the customers how to properly rate an answer/Expert, or all ratings at JustAnswer should use the Pearl.com model where the rating box is always on the top of the page near the Expert’s name which customers can easily access when they are done, without the need to scroll down to find the first rating box or the one below an answer that helped them.
I am sure such implementations would help everyone - the customers, Experts and the administration.
Thank you!