Every matchmaking platform suggests users to assign a note to the delivery he received. . A virtuous system at the base but can turn into unbearable and arbitrary pressure to the one who suffers
Boris (changed name), host on Airbnb, is furious: “ After 5 ratings 100% positive I suddenly lost two stars because of one disgruntled vacationer ‘. Deemed “too narrow” and “uncomfortable” by its last occupant, its housing has been degraded “unjustly” he said. Jules (name changed), a driver for Uber X, failed him lose his job because of “technical problems” site. “ The application rowed for several weeks, and dissatisfied customers retaliated by putting bad marks to the driver ‘. Not to mention the bad bedfellows: “ Some passengers downright give orders: turn right, go straight, etc. It’s hard to drive serenely in these conditions and we can be sure of being badly noted on arrival. We can not do anything, we suffer, and I find it unfair ‘.
A suspended Uber account a bad note
Seller on eBay, host on Airbnb, restaurateur on LaFourchette, partner’s Drivy or gardener on Youpijob: there are thousands in France live in fear of the “wrong note”. Internet is certainly not the only one responsible, because scoring is finally pervasive in society and in business. But linking platforms have facilitated and virtually imposed practice. 53% of Internet users consult the reviews and comments before making a purchase or choosing a service, according to Fevad / Médiamétrie survey of June 2015. Excluding the consequences can sometimes be dramatic. “ There are only two notes Uber: good (5/5) and bad … those below 4.5 ” quips Jules. “ Once we fall below, you begin to receive warning messages Uber and we are no longer asked to racing “.
‘ the notes make us slaves customer ‘
Ahmed, Uber driver
After a dispute with a client who had insulted him, his account was suspended four days.
the other complaint is the lack of reciprocity. On Hopwork for example, which connects freelance with customers, the customer can leave a comment on a benefit but the reverse is not possible. “ There is always the customer who will look at the least expensive price. It is precisely this one will bother you for insignificant details, overflowing the duration of the project, and take for ages to pay you ‘, complained Adrian, freelance developer .
the platforms are trying to frame the notation
the websites begin to address these criticisms. April 22, Uber has published a “guide” to clarify in particular the system of rating drivers. The latter will for example automatically removed most of the site when they refuse too many races. On Airbnb, notes the lessor and the lessee are hidden and simultaneously published 14 days after the end of a stay, without leave to amend, to avoid “retaliation” ( “Tu m ‘have put a dirty comment, I rot your profile you “). Hopwork claims to have implemented a reciprocal system for a year. “ We collect reviews on customers and we take into account ‘, provides the platform. But these assessments are not yet publicly visible.
Do not get destabilize
above all, we must learn to relativize recommends Thierry Poupard. The consultant, head of the consulting company Service Attitude, receives daily restaurateurs panicked by one bad review on TripAdvisor or a bad mark on Cityvox. “ You can not expect to have 100% customer satisfaction ‘ he says . “ Everyone has different tastes. ‘ He said the negative reviews may even be useful to improve its service. “ When 4 or 5 customers report such a service too slow, you have to ask questions ‘, he said. His best advice: go check reviews at least twice a week and consistently meet all the reviews, even the positive. “ So the restorer shows it is listening to its customers ,” he says, “the response neutralizes the impact of notice negative . “
” conservators not stop no bitching against the tyranny of TripAdvisor … But it is the first to display the site logo on their store and to encourage customers to evaluate “
Thierry Poupard
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