Introduction
Ratings are a two-way quality measurement system at Dolly. Customers are able to rate their Helper or Hand and vice versa. A Helper or Hand's overall rating is an average score of the ratings on each completed Dolly. Ratings can also help understand how satisfied customers are based on their experiences with their Helpers and Hands. Rating and reviewing is optional.
Dolly monitors ratings and reviews to ensure a consistent and great experience for everyone who engages with our platform. Higher ratings indicate ideal customer experiences which can lead to better tips for Helpers and Hands.
Improving Ratings & Reviews
Ratings are subjective to each customer, however there are certain factors that will help get achieve a higher rating.
Factors can include:
- World class customer service
- Great communication
- Handling items with care
- Arriving on time
- Good vehicle condition (Helpers only)
- Attention to detail and efficient
- Having the necessary equipment
Rating Scale
Customers, Helpers, and Hands are rated on a scale of 1 to 5. A rating of 5 indicates an excellent experience whereas a rating of 1 indicates an unsatisfactory experience.
Rating a Customer
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Once work on a Dolly is fully completed, the Dolly needs to be stopped and marked complete in the Helper app.
Note: Depending on the Dolly type, a Hand will need to wait until the Lead Helper marks the Dolly complete. - Once a Dolly is marked complete, each Helper and / or Hand will get a notification through the Helper app with an option to submit a review of the customer.
- Helpers & Hands can then rate the customer and submit in the Helper app. If there is no option in the app, contact Dolly support and include the review so that we can add it for you.
- Ratings should reflect within 24 hours.
Frequently Asked Questions
Dolly Helper Weekly Report
Each week, Helpers will receive a weekly report via email with an overall rating of Dollys completed as well as reviews from customers.
What if a customer provides an unsatisfactory review of a Helper and / or Hand?
If a customer provides less than a 5-star review for a Helper or Hand, the customer is then prompted to answer additional questions so we gain a better understanding of why their experience was less than ideal.
Can I remove a low rating or review?
Although lower scores may be received, we are unable to remove ratings or content from reviews. As a reminder, ratings are an average score for Dollys completed, so one lower rating is not likely to negatively impact the overall rating.
How often do ratings update?
Ratings are updated daily. As soon as a Dolly is completed in the app, allow 24 hours for the review to reflect in the app. Additionally, feedback is provided to Helpers & Hands in the Weekly Helper Scorecard.
Where can I see my rating?
In the Dolly Helper app, an overall rating can be viewed in a Helper or Hand's profile. Specific reviews, if any, can be viewed in weekly Helper email when you complete Dollys.
Are Assistants eligible to receive ratings?
An Assistant's reviews or ratings are included in their Lead Helper's overall rating.
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