Week in Review - April 7, 2017

By Anh Nguyen |

Every Friday, the Expert Ops team will recap the latest enhancements, contributions from the Expert community, highlight the week's outstanding Experts, and preview the week ahead.

Let's Get Our Spring On!

Spring is in the air, the days are getting longer, and we're 3 months into 2017! The first quarter of the year has been exciting to say the least. We launched several programs to better incentivize Experts, introduced Peak Time to meet customer demand, improved the performance of Expert Mobile so Experts can respond to questions on-the-go, and shared advanced rating data to let Experts see how they compare with their peers. But most exciting of all is the progress Experts have made to elevate customer satisfaction. As a result, more customers are publicly talking about their repeat experiences.

Thank you for the consistent effort you've put into delivering excellent customer experiences. You inspire us every day to work harder for you. As we spring into second quarter of the year, we will continue to collaborate with Experts and prioritize improvements that matter to you. Here are some of the things we're excited to work with you on:

  • More feature parity for Expert Mobile
  • More clarity to question and request types on the Request Center
  • Better communications to customers
  • Improved feedback loop for customer ratings for both Q&A and premium services
  • Annual Expert persona survey

Spring on!

Get Ready For 2017 Expert Persona Survey!


Every year, we conduct a comprehensive Expert Persona survey to better understand YOU - who you are, why you use the site, and how you work on JustAnswer. Through your responses, we'll gain a better understanding of how to build incentives and tools for you and how to champion for your needs.

We are still putting the finishing touches on this year's survey and will let you know once it's ready!

This Week's Top Performers

Most 5-Star Ratings Received from Members

Expert Category Trending
1. rayanswers Law +1 (Last week: 2)
2. levr Tax -1 (Last week: 1)
3. Dr. Ravoof Health +11 (Last week: 14)
4. fordguy4u Cars +5 (Last week: 9)
5. TaxRobin Tax +12 (Last week: 17)

Most 5-Star Ratings Received from ALL Customers

Expert Category Trending
1. rayanswers Law +3 (Last week: 4)
2. TaxRobin Tax +7 (Last week: 9)
3. nekovet Pets +15 (Last week: 18)
4. md20/20 Appliance -3 (Last week: 1)
5. levr Tax -2 (Last week: 3)

Most Member Questions Responded To in 30 Minutes or Less

Expert Category Trending
1. peterpete190 Cars +3 (Last week: 4)
2. levr Tax +5 (Last week: 7)
3. RichieMe Tech -1 (Last week: 2)
4. jhook1398 Cars +10 (Last week: 14)
5. nyclawyer Law -- (Last week: 5)

Most Auto Phone Call Requests Fulfilled

Expert Category Trending
1. Joyce Stevens Law +1 (Last week: 2)
2. LawTalk Law +7 (Last week: 9)
3. DrCaptain Health +5 (Last week: 8)
4. MasterFixIt Tech -3 (Last week: 1)
5. rplmoreci Cars -1 (Last week: 4)

Coming Up Next Week

More enhancements and announcements
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