The issue with the rating system is whether it provides a complete picture of the reasons a customer rates bad service.
The issue with the rating system is whether it provides a complete picture of the reasons a customer rates bad service.
Solution: provide a drop down menu with a choice of
poor interaction with expert
answer does not fit with problem
difficulty with site
prior negative experience with billing issues, ect
That pinpoints who is accountable for the poor rating
and provides a path to a targeted solution ...more cost effective
I posted this in the forum on the My Immunity scorecard thread and someone asked that I post it here.
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Paul commented
I totally agree with this suggestion. If someone is going to rate an Expert as Bad or Poor then some form of comment should be mandatory. If we as professionals try to solicit a reason for the Bad/Poor rating the customer can either ignore us (normal) or complain we are badgering/harassing them. So we have no way of knowing what it was that caused the Bad/Poor thus we have no way of avoiding a repeat.
The problem with offering just a comments section would be that the customer could state something like "Go F*&% Yourself" and the system would accept it. Similarly, a menu of choices would not be able to provide every possible scenario. A good compromise would be a series of 5 or 6 radio button choices with the last one being an "Other" with the option of leaving a comment.
Regardless, some method of feedback to the Experts needs to be provided if we are to ensure we are able to provide the highest level of service to the customer.
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jadedangel57 commented
Some categories get bad rating because the customer thinks they are getting a Vet rather than another animal health expert which wouldn't be reflected with the above situation. Require a comment be made. It would be better.
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Richard G commented
Agreed !
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Jason commented
Yes, that is a grand idea that has been suggested a few hundred times on the forums.
I am glad to hear that our voices have been heard.
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Aric Kimball commented
This is a great idea! Having some accountability prior to selecting Bad or Poor gives all of us a great way to track specifically "why" the service was less than favorable. For instance, if it's simply to get out of paying (customers have told me "Well I know you tried, but the thing is broken, and I thought the site said you'd fix it. I don't want to pay, so I selected BAD service"), or because they're getting irritated that us Pros don't have knowledge of their Subscriptions, or lack thereof, or billing information.....or they simply didn't like the pop up asking them to sign for a scrip. This would give great clarity and resolve to those of us wondering why the customer slaps a bad rating, instead of leading to further frustration. Bravo to this idea!
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TechnicallySupportive commented
Whether this receives votes or not. A dropdown menu with these choices, the results of which displayed on the "expert facing " page immediately. Would definitely help provide a much clearer picture of whats going on in the clients mind when they rate.
This is beyond a good suggestion, this needs to be factored into the next release asap.