The feedback system is for genuine interactions between members and to share experiences with other parties. Members use the feedback information on a member’s profile to make an informed decision on who they want to do business with.
Feedback is considered as the ‘currency’ of the Exchange. Successful member businesses on the platform are the ones with the strongest reputations – and your reputation is all dependent on the feedback you receive after a completed transaction.
Leaving feedback must not be confused with raising a complaint – each is different and serves a unique purpose
Receiving good feedback on a completed booking will promote your credibility and make other members eager to do business with you. To maximise your chances of receiving good feedback, you should do your best to meet expectations, be professional and courteous, communicate often and follow instructions.
Our approach to feedback on the Exchange
To ensure the Exchange operates on the foundation of trust and transparency, we need to ensure that feedback left on a member’s profile is useful, informative and fair. To support this aim, all feedback must adhere to the following requirements:
- Feedback must be relevant
Keep your feedback relevant to your experience. Other members are reading your feedback to inform their choices, and for this reason, your submission should focus on your experience associated with that completed booking. The feedback should not include any information relating to previous experiences.
Feedback that includes, offensive language, threats, slurs, or general abuse towards Exchange staff or fellow members will be removed. This will also lead to reviews for possible suspensions or revocations.
Feedback must be submitted within one calendar month of the load allocation.
- Feedback should be unbiased
Feedback is most helpful when it provides unbiased information. Therefore, we do not allow members to incentivise positive feedback, include feedback that manipulates the desired outcome or influence another member with the promise of compensation. Please see the examples of good and bad feedback below and avoid using terms that could directly influence the decisions made by other members on the Exchange.
- Transport Exchange Group will not mediate disputes concerning truth or fairness
While we encourage and expect all members to post feedback that contains objective and accurate information, Transport Exchange Group will not mediate between members who disagree with each other’s version of events. We expect the member to leave feedback purely based on the facts of their submission.
Should any disputes arise between members either during a load booking or after, it is best practice for members to try to resolve issues together before raising/receiving feedback, this is to avoid relationships and reputations being damaged on the Exchange.
- Feedback can be left for both completed and cancelled load bookings
You are still able to leave feedback on a cancelled booking whether the experience was positive or negative if it is for the purpose of clarifying why it was cancelled and the events leading up to it.
- Feedback should not be left as retaliation to a complaint raised against you.
If a complaint has been upheld against you based on evidence, we will remove any feedback left in retaliation.
If feedback has been submitted against you, feedback can be left but must be a true version of events and not retaliation.
- Feedback will be considered as complaints if reported
We will consider the following list to be classified as solely complaints and will be actioned as such if reported to us . Please see our complaints policy for more information.
What we consider to be complaints: (Please do not raise these as feedback)
- Late/Non-Payments (Drivers can still leave feedback if non-payment related)
- Co-loading
- Poaching or contacting customers directly in general
- Goods for ransom
- Missing goods
- Criminal activity
- Discrimination as per the equality act
Any other types of feedback will not be moved to a complaint and vice versa.
How we moderate feedback left by members
If a member believes the feedback they’ve received breaches our policy, they have the option to report it as 'abuse'. We will review whether it complies with our policy and take the following actions:
- Feedback that complies with policy
If the feedback received complies with our policy, no further action will be taken, and the abuse claim will be dismissed. We strongly recommend all members review the policy and make a thorough evaluation prior to reporting it as abuse.
- Feedback that breaches policy
If we are presented with a feedback abuse claim and our team agrees that it breaches our policy, it will be removed immediately, and a warning issued against the member who left the feedback. Members will not be provided with the opportunity to edit or replace feedback that breaches policy. Repeated breaches of the feedback policy may result in membership suspension and/or revocation.
- Editing Feedback
Whilst the Exchange will not edit any feedback on your behalf, you will have an opportunity via the system to adjust the feedback within 12 hours of submission, ensuring it meets the feedback policy above, to avoid it being removed later.
Examples of good and bad feedback
Below are a range of examples to help support members when posting feedback on your experiences.
Please use them to ensure your feedback complies with policy and isn’t removed.
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Example feedbacks |
Subjective |
Why would this be dismissed or upheld |
|
Bad Example 1 |
This driver should be kicked off the Exchange as he did not turn up for a job and did not communicate throughout. They have done this multiple times according to other feedbacks. Stay clear if you value your customers
|
Alluding to jobs not associated with the experience. Could prevent the member from obtaining future work.
|
|
Good Example 1 |
The driver did not turn up for the job. I attempted to call but did not receive a response, |
Experience and version of events described. |
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Bad Example 2 |
DO NOT WORK FOR THIS COMPANY UNLESS YOU CAN WORK FOR NOTHING. One of 17 payments still outstanding £1188 owing DISGRACEFUL. |
Could prevent the member from obtaining future work. Advising the said company will not pay for work completed.
|
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Good Example 2 |
1 of 17 payments still outstanding. I am owed £1188. |
Providing members with their experience working with the company Comments in line with our policy |
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Bad Example 3 |
Driver has STOLEN GOODS from one of our customers then refuses to correct his error, would not use. Attitude is disgraceful and should not be on CX |
Should be submitted as a complaint. Could prevent the member from obtaining future work. Speaking on behalf of the Exchange |
|
Good Example 3 |
My customer has contacted me regarding a serious matter. I tried to resolve this with the carrier who has declined to assist, I find this unprofessional. |
Providing members with their experience. The wording will not damage the carrier. The Exchange would not need to assist with this feedback as in line with our policy
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To learn more about how feedback works, please visit this article.
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