No-Click Ratings (NCR): Expert Requesting Payment

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8 comments

  • TimCoons

    Is there any plan on having experts paid for more questions than they are? From what i see many, many customers knowingly abuse the service we provide, it can be very frustrating.

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  • Anh Nguyen

    Hi Noland, we are exploring a few alternatives in the coming months. We do send customers several reminders to rate their Experts if they haven't done so. And you're in the right section for when a customer has expressed satisfaction with your answer but did not rate, you can submit a NCR request and our Expert Moderators will make the necessary adjustments for you.

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  • TimCoons

    Anh,

    Right, i am aware of that and have been doing this on and off for years, but am starting to spend more time now. The additional services offering is the only thing added in the last few years that does let us get more ratings, and i like it and I'm sure other professionals do too, however at least for myself, i see many questions go unrated - ones I have fielded all by my self and ones that many others have worked on. Correct me if i am wrong, but it seems like there is a fair amount of customers who either do not know how or to rate us, or simply do not care enough to do so / may be abusing the system.

    Am i seeing things incorrectly?

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  • camerontech

    I think a "thank you" should be enough to be entitled to a no click rating request.
    this shows to me that a customer is satisfied with your answer.
    there is nothing worse than spending time with a customer, having them thank you than not being paid for your time.

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  • Eclayton4

    Hello Anh, can you post exactly what you do send the customer that doesn't come back to rate, but gives us a "I appreciate so much you helping me find the problem" and "thank you so much" Instead of us asking them to rate the question, which for me just doesn't seem right asking them to rate the question. I would like to see exactly what is sent to the customer that doesn't come back to rate a question, Can you can send it to me at XXXXXXXXXXX or post it here? Thank you!

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  • jngrizzaffi

    I agree. I get so many customers that just read the answer and never come back to rate. Even a negative rating would be better than no rating. At least we know that the customer knows what to do or does care enough to rate. My thoughts on this matter is that if the customer doesn't give any rating in a specified time period, the expert should get an automatic 5 star rating. I personally get so frustrated, that I won't even answer anymore questions or avoid certain questions altogether. I am sure that other experts do the same. I think automatic ratings when we don't hear anything else from the customer would fix a lot of that and get many more questions answered or responded to that otherwise wouldn't be.

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  • Anh Nguyen

    Hi John, thank you for your suggestion. I agree that non-raters are a problem and we are actively looking at different things we can test to combat this. If you haven't done so, try sending a follow-up message to customers (72 hours after your answer) to ask if the customer needs any other information. It's a good chance to remind customers that you're still there.

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  • ASAPAttorney

    Hello, a few of my questions were closed by moderators. What does that mean?

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