Guru.com's Next Generation Feedback Advances Marketplace Reliability

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Performance Leveraged to Bolster Predictability

Guru.com

Current feedback standards create an assumption of validity predicated on transparency

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Guru.com, the world's largest online marketplace for freelance talent, announced today a proprietary Feedback Management methodology to improve the value of subjective comments or rankings on its site. For the first time in any online marketplace, subjective feedback will be validated against actual performance metrics to provide greater assurances of quality while limiting misuse.

A common Web convention, feedback is traditionally posted for public review with minimal intervention or modification. The practice typically entails the submission of remarks or rankings by one party in a transaction to capture, share, and guide public opinion about the other party.

Feedback Management preserves the natural order and use of feedback as a decision-making tool while neutralizing its tendencies to illogically bias choice or to inhibit honesty. Users are invited to block some unwarranted feedback but only in proportion to their prior, proven success. Negative feedback is not fully suppressed; rather its exposure is made more reliably predictive. Objective performance metrics determine a variable blocking rate, or 'Blocking Power,' which is calculated for each user in real-time. A seven day review-and-approval period is allowed for assessment of individual feedback records prior to public disclosure.

"Current feedback standards create an assumption of validity predicated on transparency," explained Inder Guglani, CEO and Founder of Guru.com. "But as incomplete information and fear of retaliation are introduced into the feedback process, transparency requires objective verification."

Why Manage Feedback?
Feedback Management addresses well-known shortcomings of the traditional feedback model, such as those involved in the Feedback Policy adjustments announced by eBay last May. Feedback can be inaccurate and misleading in cases where transaction details are unavailable, retaliation is feared, or there is a general disagreement between two parties. As business relationships break down, the parties involved may become prone to questionable motivations, poor judgment, and unethical or predatory behavior, such as blackmail or libel. Global markets face these concerns more often as differences in language, culture, and work style may directly contribute to failed transactions.

About Feedback Management on Guru.com
Guru.com invites both transaction parties to submit feedback within 60 days of a closed transaction. Feedback may be managed at any time during or after the 60 days provided the user has sufficient Blocking Power. Users may not modify feedback content at any time.

Blocking Power is calculated dynamically on an ongoing basis from user performance data including current marketplace earnings or expenditures; a Quality Score (for Freelancers only); and recent use of the Feedback Management feature. The Quality Score measures each Freelancer's overall rate of customer acquisition, customer retention, and earnings. User accountability and empowerment were key factors in the new methodology.

"Even borderline peer-to-peer defamation is a serious issue for any online marketplace," said Guglani. "If proven performers cannot adequately protect and leverage their hard-earned reputations, their ability to secure future transactions is threatened--as is the vitality of the marketplace itself."

About Guru.com:
Guru.com (http://www.guru.com) is the world's largest online marketplace for freelance talent. Founded in 1998, Guru.com connects businesses with freelancers specializing in over 160 professional categories including the following: website design, programming, graphic design, business consulting, and administrative support. Employers seeking professional expertise locally, nationally, or globally get quotes from Freelancers on their contract work for free.

Contact:
Kristen Sabol
Communications Specialist
Guru.com
412-687-2228 x837
pr(at)guru.com

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Kristen Sabol
Guru.com
412-687-2228+837
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