In view of the crisis caused by the new coronavirus, Reclame Aqui (RA) decided to freeze indefinitely the 'reputation' tab on the platform, according to information published on the website.
The reputation score of companies is calculated according to consumer reviews. According to the RA, this happens every 1st of each month, when the 6 and 12 month tabs have their calculation period changed, adding the last month in force.
According to the website, which is a reference for companies and consumers to solve problems, the objective of the freeze is to protect institutions in this period of instability. However, companies can choose to request thawing, says website.
“Thinking about the companies and the difficulties they will have in meeting and also concluding the promise of a consumer relationship with their customers, the companies' reputation in Reclame HERE can be negatively impacted”, explained the RA.
The action is part of a package of measures called Rede de Apoio, recently announced by the website. The objective is to safeguard companies, that is, to protect them so that they are not impacted in this moment of crisis.
"As the crisis has lasted for the past month, many companies may have had their service impacted," says Reclame Aqui.
The website refers to problems that most companies are facing. One of them is the delay in service.
The content of new complaints, he wrote, will continue normally, but during the period of the freeze, publications will not be counted for the ‘reputation’ tab.
“Complaints usually follow for companies. There is no change in the publication of the complaint or in the companies' response ”, explained the website.
Reputation in Claim Here
According to the website, a weighted average is used to calculate the assessment based on the following criteria: Response Index; Average of Assessments (consumer score); Solution Index; New Business Index (would you do business again?).
In this way, the RA team assigns a grade when the company undergoes at least two previous evaluations, but only enters the index of having a number equal to or greater than 10. The company is categorized as 'Not Recommended' when its index of responses and less than 50%.
New rules in Claim Here
According to the rules of Reclame Aqui, if the publication of the complaint exceeds 30 days without a response from the company, the consumer can make his assessment “even without the positioning of the defendant”.
That rule has changed. Due to the current scenario, the RA says that now the consumer can only evaluate a complaint if the company has responded.
"This process is to ensure that the company will have the necessary time to seek the solution for its consumer", explained the website.
“During the pandemic, consumers can assess the complaint as soon as the company publishes a response. After that, just access the option to evaluate by the email you receive or access your Reclame HERE account ”, he concluded.
Also according to the RA, at the end of the freeze, before defining how the complaints for the period will be evaluated, the platform will notify companies in advance of how the process will proceed.
Company may request defrost
Although all companies will initially be frozen, if any prefer the period of its tab to be counted normally, just send an email to Reclame Aqui.
However, as the website concluded, “the company that chooses not to participate in the freeze, is prevented from being frozen again.
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