Detailed description describing how I am not meeting you 'high quality standards'
Last Friday I received a very vague email about me "falling beneath our current quality standards" of JA. I would like to see a detailed description outlining HOW I am not meeting these standards. Especially in light of the fact that I have 98% feedback rating. No peer reports filed on me and maybe 1 refund a month if that. We cannot improve if we don't know what we are doing wrong. I have to admit I found this email pretty ironic by virtue of the fact that there are experts that are beyond rude to customers, post links to their personal business websites and continually bully, degrade and disparage other experts in their category. I love constructive criticism but vague links do nothing for me.
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Paul Mattern commented
What about peer reports???? I had a complex question, asked my customer if she could stay w/ me LIVE - and was on Westlaw and explaining that I needed to research her question in detail because it varies so much from state to state. I handle appeals for a living. I do three **** things at once. While I was literally spending far more money on Westlaw to research her question than I made, to make sure she got the correct answer, I just chatted with her on the computer I had her online w/ and gave an example about my state - and explained THAT IS WHY I NEEDED EXTRA TIME BECAUSE EVERY STATE IS DIFFERENT AND I HAD TO RESEARCH HER STATE. And . . . so I wanted to do the research.
i GET THAT FAR, AND I GET A PEER REPORT WHICH INCLUDED THIS:
"that is what makes JA different from those other **** sites, we direct their legal issue with state specifics not with garbage based on the law of the state you happen to be in. I know you are new here, but please avoid that in the future."
That peer report was COMPLETED AND FILED AT THE END OF THAT COMMENT and you keep it and rate me on it. So, you review me - and the moderator reads it and files it. If the moderator went back and read the entire thread, I NEVER cited the law from my state, and actually spent 45 minutes going back and forth - cited to her state law as well as the ramifications of an expungement in her state and and how it would still be seen in federal NCIC database, etc., etc., etc., and went above and beyond. I got seven comments from customer thanking me along the way for "not being like a robot," got an excellent rating, and got a bonus. And then I got ANOTHER BONUS. I cited the exact state law, showed compassion, and kept her chatting while I was on Westlaw.
You have examples of people who show compassion on the Pearl cite and they get rewards, and I praise this customer simultaneously for completing her probation and cleaning up her act . . . and then get ripped in a peer report WHEN YOU DON'T EVEN READ THE ENTIRE THREAD as if I cited the law from my own state. You filed it and I guess it will be how I'm reviewed someday - when you have no idea how the end resulted.
So, is this how you will rate me and not tell me why? I think this peer report should be withdrawn - but I guess you wouldn't tell me that.
I may be new, but I'm 5 for 5 w/ 100% excellent customer feedback. I take this seriously. I treat each customer as if they were my mother.
And then a partial peer report that is incorrect gets put in my file? Do I just forget about it, and wonder later why I get a bad eval from you or get benched? Now I understand why some can be frustrated. I think you should pull that one from my file, or you will lose the newer experts who really care, really have devotion for their customers, but get scared off by some of these complaints and start to wonder . . . I've been paid well so far - and would never participate in a group I didn't believe in. But this is a perfect example of Michelle's comment above dated 3/13/12. Do you later review a peer review and have no idea that it is dead wrong?
Your peer report you are going to rate me on never gets to this part:
Crim. Lawyer ONLY : First, I am assuming that you are talking about LA STATE COURTS and not federal courts?
JACUSTOMER-4lbe92y3- : yes sir
Crim. Lawyer ONLY : Call me Paul - I'm a person just like you. I just have a degree. No more "sir" for me. I'm a person, neighbor, parent, friend, etc - not a "lawyer." No labels - just call me Paul. My job doesn't define me - just like I don't believe your record defines who you are.
And the peer report never shows the legal answer I gave w/ all the ramifications it could have in HER state. So . . . are we rated on incomplete peer reports?
Some of these posts are starting to scare me and the devotion I brought, and want to give to JA.
I can't access my JA email address because your server is still having problems - so I guess I'll use my personal one.
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Robert H. Patterson commented
Unless the benchmarks are published for "quality" and the experts are given data to support measurement of their performance, how can anyone perform adequately?
The whole point of performance management is to set a clear expectation, describe how it will be measured (type, quantity, and frequency), then publish the measurement with feedback and improvement mechanisms. This has to be completely transparent, otherwise it's one way and leaves JustAnswer holding all the cards (or data, as it were).
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Nalosin commented
More info about this will certainly get Experts to improve their skills. But would like to mention that JA will have to consider that some questions are impossible to answer, and therefore cannot affect the Expert rating.
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Eric M. Bright commented
The feedback rating we see in our profile is highly skewed because it only takes into consideration the opinions of customers who have already accepted our answer. The odds are greatly stacked in our favor that if the customer was willing to accept and pay for our answer to start with, that they will be wiling to give us positive feedback.
Pearl.com however sends an email survey to EVERY SINGLE ONE of our customers whether they accept our answer or not. It is the results of these surveys on which our true "Customer Satisfaction Rating" is based. Pearl.com is looking to maintain experts with at least an "8" = 80% positive Customer Satisfaction Rating.
I Myself, Have a 100% perfect feedback rating with no negetives in over 1,350 accepted answers and pehaps 2 refunds in the 2.5 years I have been here. My "Customer Satisfaction Rating" however, is indeed well below the 100% mark of my feedback rating.
It is the Customer Satisfaction Rating (amongst other things) on which the decision to terminate any particular professional's access to the site are based.
The ability to review our true customer satisfaction rating I have been told, will be offered to us amongst some new options in our accounts/tools page once the new Pearl.com site has been up and rolling for just little while.
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RK commented
Yes you are right.
I received a similar email and I was removed from the category though I was doing a good job.
I wrote to the "quality control" section and they replied that they take several parameters in to consideration. But they didnt tell what are all those parameters.