Thumbtack Forums/FAQs for consumers/Safety
How are Thumbtack's reviews different than those on other websites?
Sander Daniels
posted this on October 03, 2010 12:19
Thumbtack reviews are very different from our competitors in five ways, and as a result they are more accurate.
First, Thumbtack does not receive any advertising money from service professionals, so we have no conflicts of interest.
Second, all reviewers are treated equally and displayed to all users, meaning that no one class of reviewers has more power than any other.
Third, once a review is written it cannot be changed for any reason.
Fourth, we give you the ability to comment on all reviews.
Finally, customers are asked to review each transaction, so our reviews are more than just rants and raves.
Comments
Hi Heather,
You mention above that "all reviewers are treated equally and displayed to all users, meaning that no one class of reviewers has more power than any other". Where are these reviews displayed?
Thanks,
Raul
Hi Raul,
The reviews are displayed on the listings of the users of our site.
There are two kinds of reviews: 1. 'testimonials' from friends, and 2. 'job reviews' from confirmed customers.
Those who list on our site can manage 'testimonials' at will - but 'job reviews' automatically appear on a profile and cannot be managed.
Here is an example of how the testimonials and reviews appear on a person's listing: http://www.thumbtack.com/md/rockville/window-cleaning/cleaning-service
Hope this helps!
Heather
I'm a service provider. I agree that reviews are helpful to potential customers searching for a trustworthy provider. The initial FAQ states that reviews cannot be changed once they are posted. I am concerned that a "bad egg" customer could unjustly ruin my reputation and business by claiming improper treatment by me, when in fact, I bent over backward to satisfy her. I am now engaged in small claims court (costly) to seek payment for work done competently, to high professional standards, in January. What a headache! Are you going to mediate, investigate independently, provide a balanced statement in defense of the (wronged) provider if/when such a wants-something-for-nothing-rip-off customer viciously denigrates the service provider?
I'm coming at this from the opposite place as Kaleopono. I had a terrible experience with one of the businesses listed on your site. I wrote a lengthy review so that other potential customers might be aware o f the quality o f service that we received. I understand that a business wouldn't want to be smeared. But it seems you can't have it both ways - you either want your name "out there" or you don't. Customers also have a right to know what they're getting into.
Now, I didn't realize that my testimonial was going to be approved by the business. This seems unfair, because there's nothing stopping them from keeping all the best testimonials, thereby making them biased. It seems they should or should not be allowed, but not determined by the business. I realize that service reviews are treated diferently, but maybe those should be the only reviews that get put up.