ServiceLive gives you the tools to let your customers rate their experience with Providers, and Providers can also rate their experience with Buyers. We strongly suggest activating your customer survey(s) so you can get clear feedback from your customers. We have a lesson on how to configure email notifications and customer surveys.
You’ll see a Provider’s ratings when you create an order, or open their profile when you use the Explore the Marketplace tab on your Dashboard. This helps you choose the right Providers for the job. You’ll see two types of Provider ratings – ServiceLive Rating, and My Rating.
- ServiceLive Rating is a combined score from all customers that have rated their Provider (automatically collected from every Buyer).
- My Rating is the combined score from all of your customers that have rated their Provider.
How are Providers rated?
In the past, Buyers would need to collect customer feedback and manually enter it in the Service Order, after they’ve closed (paid) the order. Today, you have the option to activate customer survey(s) that automatically collect and upload feedback into the order.
How are Buyers rated?
After a Provider is paid (and the order is closed), the Provider sees a Rate Buyer tab in the order – where they can rate Buyers on quality (of the order’s scope of work), communication, timeliness (of response), professionalism, and value (amount paid relative to the work they performed). These satisfaction scores are collected (and averaged) into an overall star rating.
What kind of surveys can I configure?
Choose a Customer Satisfaction (CSAT), and/or a Net Promoter Score (NPS) survey. CSAT surveys are used to track how satisfied customers are with your services (by the Provider). NPS surveys are used to gauge customer loyalty, and how likely they’ll recommend your services (by the Provider) to a friend or relative.
How will Customers receive my survey(s)?
Survey(s) are sent via email, and you can set them to go out after the Provider has completed the order for payment, or after you’ve closed (paid) the order.
Where can I see how my Customer rated the Provider?
Inside the order (when a Provider completes it for payment), you’ll see the Close and Pay tab. After you close out the order (pay the Provider), this tab changes to View Ratings – where you can see how your customer rated the Provider. However, this tab will remain blank if you don’t activate your survey(s), or the customer does not submit their feedback.
Where can I see my ratings?
On your Dashboard, take a look at the Vital Statistics window – you’ll see star ratings (next to your current orders), broken up by how many you’ve received and how many your Customers have given.