Negative Rating Removal
The current reasons for removing negative ratings don't go far enough. If the problem can't be traced to a site problem, and the expert feels that the negative rating is unjustified, then there should be a technical review by one of the assisting experts in the appropriate category (I forget what you call them at the moment) to recommend that the negative rating either be removed or let it stand. There are some customers that blame the expert for an answer they don't like (not necessarily bad news) even if the expert has given a quality answer and has had an extensive interchange with the customer. Perhaps this could be limited to 1 or 2 reviews a month or some other appropriate limitation; most experts don't receive "poor service" reviews on a regular basis.
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Steve Grizey commented
Once in a great while, we all experience unjustified negative ratings. We should be able to submit those ratings, possibly limited to 2 a month as an example, to anonymous Peer Review for a chance to have the negative rating removed; I don't care if I don't get paid for the question, but as professionals, giving professional service, I do care if I am unjustly given a negative rating. It's a matter of maintaining professional service; you make a mistake, an error, whatever, you accept the consequences and deal with them; you give quality service to a customer and receive a negative rating, you should have some professional recourse; I think the site would find that at least in the tax category, the professionals would be more willing to take on "tough customers" if there were some reasonable recourse for professional evaluation of ratings that the answering professional felt were unjustified. Often, the customer has other reasons for giving a negative rating, unrelated to the professional's answers. I'm not afraid of Peer Review & it doesn't have to be a big deal with commentary, etc. Just a vote to either let the rating stand or remove it. It doesn't have to impact the compensation, just the rating.
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Anonymous commented
I had a customer who gave me a negative rating, when I asked why, she responded that she is sorry, but that she basically do not have money to pay for the advice, and she decided beforehand that she will ask the question, get the answer, then rate negatively (after receiving the solution to her problem) in order to get her money back. She wrote this much on the thread. I believe this should qualify for a removal of the negative rating. Admin does not agree.
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Anonymous commented
The process should be automatic, defined by specific criteria of what constitutes the correct answer.
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Michael Hannigan commented
Since customers supposedly don't see this, then the whole game of immunity and ratings removal seems a bit silly. To get a reply back saying that the rating "doesn't qualify" is even more silly. Why in the world does this matter? If it's only seen by quality, then why is it up to me to "outsmart" them by strategically clicking an immunity checkbox? It's absolute nonsense. Is this just being kept around to use as ammunition? Beyond it wasting a lot of time and focus, I don't understand what this does.