Feedback System
This has been developed after a great deal of thought and consultation with you, our members, and will provide better visibility of two of the major concerns when it comes to working with other members:
Delivery Performance
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Payment Issues
Viewing Feedback
All feedback will be available against the Directory entry and from journey listings. There is a mechanism for challenging any ratings submitted if members feel they are unfair.
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Delivery performance allows the member who has posted work to submit their feedback about a sub-contractor – the key aspects covered are 'on-time' completion, courtesy and communication during the delivery but most importantly, whether you would use the member again.
Selecting a negative option i.e. 'Unacceptable delivery time' will enable you to submit a formal complaint. |
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Payment performance allows the sub-contractor to submit their feedback about the member they have worked for, add a payment comment and say whether they would work for this member again.
Selecting a negative option i.e., you state that you wouldn't work for this company again, will enable you to submit a formal complaint. |
In both cases members can leave extra details and comments.
Handling Complaints
If feedback is sufficiently negative, members can now submit a formal complaint online through the exchange - this includes the ability to upload supporting documentation if required. The complaint is automatically forwarded to the other member, and one of our Account Managers will be assigned to the case. You can track the progress of the complaint through the exchange at any time. This part of the project actually formalises a part of our service which we have provided to our members over the years.
Star Ratings
It is our future intention to also develop a new statistically-based rating system which will give an 'at a glance' rating to accompany the feedback. The existing star ratings will continue to be displayed during the transition period.
We look forward to the release of the new system which we feel sure will improve the overall experience for our customers.
The Transport Exchange Group Team