Feedback System

 

Our improved feedback system has been collecting feedback since October 2008.  We are receiving in excess of 3,000 accounts of feedback per month.  This includes positive, negative and neutral feedback. The ability to leave feedback scoring how other members have performed has proved to be very popular and allows you to make an informed decision as to whether you want to work with any given member. The data is easily accessible and available from many areas of the site.

Our unique feedback system helps combat many concerns companies in this industry have.  As long as feedback is left for all jobs between members then it will provide the most up-to-date reference possible

Delivery Performance
&
Payment Issues

 

Download the Feedback System User Guide

 

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.

 

		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.
		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

Our old star rating system is now redundant.  There arestill references to stars accrued in members' accreditation pages.  However, this will soon be removed to allow the new feedback system to run exclusively.

The Transport Exchange Group Team