We recently conducted a customer satisfaction survey, which has provided us some valuable insight and information about our customer experiences, their preferences and behavior.
The customer feedback survey was done over varied parameters, asking the customers about how they visualize an ideal marketplace to work and how we, as an online services marketplace, cater to different needs of our users.
Convenience Matters
When it comes to the interface and outlay of an online services marketplace, users are on the lookout for the following as indicators of a quality marketplace:
• ‘User-Friendly’, ‘clean’, ‘clutter-free’, ‘simplified’ navigation
• Pleasing and simple themes, color schemes and optimal font size
• Wide range of notifications and information
89% of the total respondents think that LimeExchange’s ‘New look is even better as it is simple, attractive and user-friendly.
Buyers view on online services marketplace
Exchange of services online inherently involves a greater degree of trust and security considerations. A Buyer considers trust/ reputation and security to be the key aspects of an online services marketplace. Here are some important points:
1. Trust/reputation of marketplace- The most important factor for choosing a platform is trust/ reputation of a marketplace. In our survey, 67% of the buyers rated it to be the most important as this ensures that the marketplace is credible, secure and efficient.
Being the latest venture of LimeLabs (a part of Lime group of companies), LimeExchange endeavors to be a community-driven marketplace minimizing risks and optimizing performance of its users.
2. Security- 62% buyers confirm that a marketplace where they are working should be secure and protect their privacy while sharing some confidential information. And also, it provides safe transaction of payments once the project gets completed.
Such needs of buyers are important to us as we provide Escrow-based payment service, and have incorporated some globally accepted payment systems like Credit Card, PayPal and Bank/Wire Transfers.
Plus, buyers can conduct a sample/ pilot project before awarding the project to a shortlisted bidder.
3. Quality of Service Providers: Before selecting any online services marketplace buyers expect to hire the provider with top notch qualities, who they think can carry out project efficiently.57% of buyers agreed to this.
As a marketplace, we understand this requirement of buyers and this is the reason we have partnered with ExpertRating (Online Certification and Employment Testing services) and Justifacts (educational verification services).
ExpertRating provides an array of online skill tests for providers, so that buyers can select certified providers for their project requirements. Similarly, justifacts verify educational credentials of a provider and empowers the buyer to select the genuine provider.
4. Customer Support: The quality of post sale services is as important as the quality of the product itself. 57% of the buyers feel the marketplace should offer adequate support and prompt problem solving services to its users.
81% of the total respondents rated LimeExchange’s customer support service between Fair to Excellent!
Service Providers view on online services marketplace
In today’s world, it is imperative to have an online presence especially if you’re a freelancer or a small to medium business.
While creating an online entity, it’s even more important to be visible through the right marketplace-here’s what service providers think:
1. Trust/reputation- Just like buyers, service providers also feel that marketplace with strong reputation helps them build their online credibility. 70% of service providers rated this to be the top most criterion before creating a profile on a marketplace.
2. Fee & Commission: Easy and straightforward pricing is what all service providers look out for. Therefore, it’s important that a marketplace should have simple pricing models which are competitive without compromising on the quality. An impressive 49% of the respondents in the survey agreed.
We also believe that a marketplace should provide an opportunity to earn more and save more. We have easy and transparent Membership plans, which help providers save money and enhance their earnings at the same time.
Providers can also avail a promotional 0% commission offer, wherein we have waived off all project related fees and commission till June 30th, 2009.
3. Tools & features: Availability of effective project management tools, which eases out the workflow, is also essential before opting for any marketplace. 39% of the service providers rated this as a very important factor as it helps in delivering impactful services to the buyer.
As a marketplace it is essential to smooth out the workflow to facilitate the users and to support that we have integrated exclusive project management tools like issue tracker, kickoff checklist, collaboration tools like PMB, IM etc.
4. Customer Support- This factor is equally important for providers as well as 57% of providers also feel that they want their issues to be handled instantly and efficiently.
“Respondents commented that they would recommend Lime Exchange to others because of its Grading certification system, Customer support and Low commission rates, among other things!”
Those were some insights that we shared with you to help you carry out your work requirements seamlessly and create an effective online presence.
We would also like to thank our users for their active participation and valuable feedback. As promised in our previous blog post, a few lucky respondents of the survey will win a Brand New Ipod Nano…Stay tuned we will be announcing the winner by the end of this week.
We look forward to your valuable inputs. Please provide us with yours views, suggestions and feedback.
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