How We Collect User Feedback

After their paper is returned, the author of the document you just edited has the opportunity to send feedback on your review. Kibin has two ways that you can currently receive feedback from a user: our internal feedback system and our Trustpilot page. 

If you were part of the Kibinverse in 2018, you know that we used to solicit editing feedback exclusively through our own internal system (the one tied to your editor stats feedback percentage). We partnered with Trustpilot at the end of 2018 to help promote trust -- we can’t fake reviews on a third-party system, after all -- and solicited reviews exclusively through their platform. Now, however, we solicit feedback on *all* edits via the internal feedback system. 

Kibin's Internal Feedback System

Using the internal system, the author can either rate your edit positively (thumbs up - I liked it!), neutrally (I felt neutral about this review.), or negatively (thumbs down -  I didn't like it.). If the author leaves feedback this way, we send you an automated email with the rating and the author's comments, which will also be publicly posted on your Kibin editor profile after 24 hours. 

Your editor feedback percentage is based on this system. Here's how we calculate it: 

Positive feedback - Negative Feedback / Total Feedback (except neutral) = Feedback Rating

We definitely expect far, far more positive reviews than negative ones, and honestly, we don't get many user complaints because we hire quality editors who know their stuff. If you start receiving an increased number of negative reviews or complaints from users, however, this will alert us that something may be going on with the quality of your edits, and we'll look into it right away. Also, a high proportion of negative reviews skews your feedback rating and could prevent you from leveling up and earning more money

It's important to note that negative feedback via the internal system will only "stick" -- meaning the feedback is truly justified (sometimes users can be flat-out mean and we know that's not your fault!) -- if you did not meet the quality criteria noted in the Quality Assurance Guidelines and Processes. 

Sometimes authors will use the feedback form to report problems, such as an inability to view the tracked changes or difficulty opening the file (although this is not ideal, it does happen). If you ever receive one of these types of feedback messages, please alert an Admin or a CHC. 

Trustpilot

Trustpilot is a third-party site that collects reviews on Kibin's behalf. Using Trustpilot allows us to showcase testimonials on a separate platform, which can help new users feel more secure when trying out our service. As of January 13, 2021, only first- and second-time Kibin users are sent invitations to review those specific edits. We have a limited number of automatic review invitations, so we felt that targeting these specific users was best. That said, anyone can leave an "unverified" review on our Trustpilot page, but we can petition for reviews without proof of purchase to be removed by Trustpilot. 

All reviews are shown on our Trustpilot page as they were submitted by the user, and we do not have the ability to edit them. The CHCs and Kibin Admins do respond publicly to every review we receive on Trustpilot -- good, bad, or otherwise. But honestly, who wouldn't click "purchase" after seeing so many 5-star ratings?! 

If your edit is stellar enough to sway the user to leave us a 5-star Trustpilot review, a CHC will personally send you a congratulatory email that shouts hip-hip hooray and probably (definitely) includes lame jokes or puns. Oh, and we'll let you know what the user thought about their experience with you, of course! 

If a user leaves a less than stellar review for an edit you completed and a Kibin Admin finds their complaint justified, you'll be notified with feedback about what might have prevented that reaction, how to address similar situations in the future, and whether or not the author would like you to re-edit the document. 

Note: A poor Trustpilot review may be logged as an incident per the QA criteria, but it does not count against your feedback percentage.