Generous “five star” behind the evaluation concerns: the user can no longer enjoy the 5 star service

cloud network hunting note: in some applications, such as Uber yao five star is perfect, but some practices of the company, five star into the baseline. The user also none miserly to the five-star evaluation. This leads to the same high scores, the status of the service quality is uneven. For a long time in the past, will be to the company. Sincere “five-star”, is the customer’s needs!

last night, I sit a stranger’s car back home. Climb up the car seat, after the driver in the rearview mirror glanced at me in a hurry, also didn’t say hello. The next 13 minutes, he is with a hands-free car phone chat leisurely leisurely to the days, and I was afraid to look at the car seven twisting took to travel from the obstacles.

a: oh, that’s really memorable “five-star” experience!

maybe I should complain about the Uber requirement evaluation? But paradoxically, I was safe and sound back to the house in a more convenient way than buses, the price is only half of the taxi! So, I seem to have no captious. So what the hell am I to blame? Not to mention the guy know my address.

as confused as I never check a reviewer. “Perfect” has now become a lot of online trading default rating. The majority of consumers will give a five-star evaluation, unless you hit a bad things, otherwise don’t usually give evaluation after a week. The five-star or a week, there is no middle ground.

to a completely rely on trust between strangers and established industry, this is not a good thing. Approved rating represents the “housekeeping seal”. P2P platform tend to consumers’ ratings as indicates the fail-safe safety coefficient and the degree of satisfaction. And we, often based on the evaluation of these platforms strangers, would have no qualms about opening the door, ride, or let our pets follow people had never left.

however, in spite of the popular now open and transparent, these companies did not fully support the honest feedback. Lyft, for example, can clearly tell consumers: “evaluation under the five-star, means you are not satisfied to the service.” Pursuit of perfection is nothing wrong, but in fact, a four-star evaluation can become you to work hard, so even lower. No pressure, really like this?

another taxi application Uber pay more attention to the five-star rating. Low score is said to be the driver needs to go to expensive remedial class, where they can not only learn about safe driving skills, also can learn such as to provide bottled water or clean and, helps them get good evaluation details. If they don’t look for ways to improve their score, will face the risk of suspension or never hire.

look, punishment so severe, it is no wonder that so many passengers would heart attacks are given such a high rating. At the same time, the evaluation is a two-way street. Ratings from both parties in general. Even if it is said that feedback is anonymous, consumers feel necessary to exaggerate the rhetoric, they also hope I can get the evaluation of generosity, especially they don’t know whether these data will be collected for other purposes in the future. The worst interaction (imagine that you were recorded, become a pile of customer data in the data, was sold to airlines, hotel or other companies, how to do?)

of course, that doesn’t mean that the rating system is nothing. From the front view, Uber and Lyft will require users to evaluate after enjoying the service, otherwise unable to reserve the next journey. This effectively avoid a lot of online evaluation system bigger problem troubled cycle and selection bias. At the same time, the simple way is obviously much better than the current industry practice. , for example, New York yellow taxi event requires provoked complaints in a taxi and car committee hearing and produce the formal report, solid evidence witness to testify to solve, time consuming.

but when it comes to my personal experience, the lack of hierarchy that passengers are difficult to distinguish what is excellent service, what is barely acceptable service. I will take a few times a week Uber and Lyft taxi. Same driver 4.7 points evaluation, some can do wear gloves, for passenger car doors, some even can’t pass the road test. It may be tiny difference, but in some cases, false exaggeration rating would threaten the passengers’ safety.

the real perfect service should be what kind of? To be honest I don’t know, probably is a lot of companies want to keep it. If scoring system can do more fine it, surely can paint a more lively, but it is not so optimistic consumer experience. The company to have a large number of loyal users, won universal praise of the brand benefit is far more important than the cost of the occasional terrorist event.

however, the public feedback is an important mechanism, adjust the P2P economy but in some cases, the pace of the regulatory environment but couldn’t keep up with technology. So enterprises have an obligation to continually assess grading system, to ensure that they are able to accurately reflect the factor of safety and satisfaction. Do to build trust between consumer and enterprise operation when the city is also helpful. For them, it is necessary to think about both sides give and consumers trust rating of what it means, especially on the car started a journey of strangers.

Source: Wired

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