Hi all,
I've noticed the developer response rate % stat that now shows up on our stores doesn't really give accurate information to the customers and may be misleading.Of all the messages I have received, I have responded to every question or issue.  However, there are many messages that do not need a response (gratitude, well wishes, general comments).  As a result I currently have a 50% response rate which makes one think I do not respond to customer issues.

I'm not so sure this is an appropriate measure of effectiveness.

Thinks? 

Thanks for the feedback. I will pass this on to the Marketplace team and will update again when I have more information to share.

                                                                

Peter
Forum Administrator

www.reallusion.com

Thanks for posting about this biz - I've noticed this also and it definitely is misleading as most developers do respond to just about everything.

Alley

DITTO - my sentiments exactly.  Not only is this misleading, but the "review" system is, as well.  Many developers have experienced having a customer who A-can't or doesn't bother to read pack instructions or B- does not have the technical knowledge about the functionality of the software or C- a combination of both; leave terrible product reviews that mar the developers "score" when the issue was & is user error or user ignorance.  There is no way for the developer to combat this.  In yesteryear, we could point out such a review to the RL Team & it would be removed.  When recently this situation occurred, the developer was informed by Miranda that there was nothing the RL team could do about it.  (Several developers have documentation that supports this premise).
RL should either be willing to eradicate the "false" reviews that are made due to user error or ignorance - or eliminate the system entirely as it does not accurately reflect the product value.

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Peter
Forum Administrator

www.reallusion.com

As to item 2 above, that seems a tall order that not even RL is able to achieve (given the posting date of the OP). A developer may be on vacation, it may be the holidays,  or there may be personal reasons that an immediate response is not possible.

Also, there should be some allowance for free items, where I believe it is reasonable that there will be no customer support.

My feeling is that this has been introduced without much thought or input from developers.

As a user I see the no value in adding responsiveness as a factor. Frankly, initially it wasn't even clear what this was for until I saw this discussion...:unsure:

Also, a flawed rating system as has been pointed out is of no use. I rather see a reporting system where issues can be sorted out between user and developer before negative ratings.

On-line reviews in general are a mixed blessing as indeed users do not always inform themselves of what they are buying.

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