Four years feedback function on Krypton: Three results, three insights

In spring 2018 we introduced the feedback function. If you had a meeting with an advertiser, you will receive a link where you can rate the experience and also leave a comment, either public or private.

After several thousand feedbacks received it is time for a little review.

Three insights

1. The percentage of those who leave feedback after the meeting is significantly higher than expected. Usually in the service sector you expect values in the single-digit percentage range. The response rate of feedback on Krypton is much higher - although there will certainly always be users who do not want to give a rating on principle.
2. The average of all date ratings is currently 4.8, which is a high value. Does this realistically reflect the average value of all experiences on a date? Ratings are personal and therefore always distorted. Anyone who is a little familiar with the psychology of client feedback heard the following rule of thumb: "Only 5% of satisfied clients give positive feedback. But 100% of dissatisfied clients leave a negative feedback." We believe that this old wisdom does not apply to Krypton. In our estimation, moderately dissatisfied users in some cases either leave no feedback at all or still give a good grade. Indications of this are occasional emails from users who indicate that they were not completely satisfied but still left a good rating because they do not want to compromise the profile of the advertiser by giving a bad rating. This attitude is very honorable! But please remember: If you leave a rating that does not do justice to the experience on the date, you may have done the advertiser a favor, but not other users who get a wrong impression based on your rating.
3. When the feature was introduced, some advertisers were concerned that some users might leave inappropriate comments. Therefore, the platform has reserved the right to moderate comments in individual cases, for example if a comment could be perceived as offensive and is not compatible with our netiquette. In this case, however, the corresponding star rating still will be published, so that the overall rating deteriorates accordingly. The moderation of comments has turned out to be a more theoretical footnote. In practice, less than 1% of comments have to be moderated afterwards. The vast majority of users know how to express their satisfaction or dissatisfaction in a sophisticated and appropriate way.

Three recommendations

1. Ratings and comments have a high significance - if you read them correctly. A single 5-star rating is a good indication, but not much more. If you want to be on the safe side, focus on advertisers who have at least three, better five and more top ratings. Also pay attention to the comments. Does it simply say that it was "a nice evening" or that "Anna is an extremely passionate girl whom I had the best night with I`ve had in a long time"? Of course it is not everyone`s style to lapse into praise. But if you find a disproportionately high number of exuberant comments on a profile, that is a strong indication.
2. Meeting a new advertiser and possibly being the "first date" is an exciting experience for many. This is understandable. Keep in mind that due to lack of feedback, the risk of an imperfect experience is naturally increased.
3. Be fair - refrain from using the feedback as a way for "revenge" when maybe the two of you just did not have good chemistry. But at the same time: Be fair to yourself and other users. You do not lose your status as a gentleman because you mark a mediocre or bad date accordingly. Which ratings and comments would you have liked to read on a profile before your request in order to make a better decision? Maybe this is exactly the rating, exactly the comment you should leave.