In what ways can SweepSouth's rating system be refined to provide more accurate and helpful feedback for both customers and cleaners?

Introduction

SweepSouth's rating system is a critical component of their platform, directly impacting trust, quality assurance, and user satisfaction for both customers and cleaners. To refine this system, we need to consider the unique dynamics of the home cleaning market, the diverse needs of our user base, and the potential for leveraging data to create more meaningful feedback loops. I'll approach this challenge by first clarifying our current position, then analyzing key user segments and their pain points, before proposing and evaluating solutions to enhance the rating system's accuracy and utility.

Step 1

Clarifying Questions

• Looking at the product context, I'm thinking about the current structure of the rating system. Could you provide more details on the existing rating criteria and how they're currently presented to users?

Why it matters: Understanding the current system is crucial for identifying improvement areas. Expected answer: A 5-star system with general categories like cleanliness, punctuality, and communication. Impact on approach: Would focus on refining existing categories or introducing new, more specific criteria.

• Considering user behavior, I'm curious about the rating submission rates. What percentage of customers typically leave ratings after a cleaning service, and how does this compare to cleaner feedback rates?

Why it matters: Helps identify if we have a data volume issue or an engagement problem. Expected answer: 60% of customers leave ratings, while 80% of cleaners provide feedback. Impact on approach: Lower rates might lead us to focus on increasing rating submissions, while high rates would shift focus to improving rating quality.

• Thinking about pain points and market position, how does SweepSouth's rating system compare to competitors, and what are the most common complaints from both customers and cleaners about the current system?

Why it matters: Identifies competitive gaps and primary areas for improvement. Expected answer: Competitors offer more detailed feedback options; common complaints include lack of specificity and perceived bias. Impact on approach: Would prioritize addressing these specific pain points and differentiating our system from competitors.

• Regarding company alignment, what are the key business metrics that the rating system is expected to influence, and how does this tie into SweepSouth's broader strategic goals?

Why it matters: Ensures our improvements align with overall business objectives. Expected answer: Key metrics include customer retention, cleaner retention, and matching efficiency. Strategic goals include market expansion and service quality improvement. Impact on approach: Would focus on solutions that directly impact these metrics and support strategic goals.