Removal of IR Test Starting on 8/13!

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3 comments

  • Bluegorilla

    So if Just Answer is not using negative ratings, or the negative ratings are not being counted against us and are meant to encourage us to continue working with the customer Why not get rid of the negative rating aspect and change it to something easier to process. For one star put "I have not yet received an answer" and two stars, " I would like more information for my answer". Personally when I see a NEGATIVE, its a slap in the face and I get on the defensive. It puts me in a negative mindset to even want to work with the customers to turn it around.

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  • Anh Nguyen

    Hi @Bluegorilla, thanks for the suggestion. We are still exploring how to use rating to encourage Experts to deliver better service while still allowing customers to express satisfaction or dissatisfaction.

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  • MichaelHannigan

    "JustAnswer is not currently using negative ratings"
    This is HUGE. I agree with the negative mindset of a negative rating, but what is really important is whether it affects me directly. And if it doesn't, then I'm happy to let the customer leave a negative rating if it makes them feel better. Knowing that negative ratings are no longer used to make us look bad by bringing down our satisfaction rating, the only thing that remains to be fixed is the customer's perception that there is a financial benefit to a negative rating. But this change in policy takes most of that concern away - we know that negative ratings seldom reflect the performance of the Expert, so this is a big step.

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