We’ve been improving request forms for many Thumbtack categories. As a result, we’ve seen a significant drop in both the number of suggested questions submitted by professionals and the number of questions submitted to a customer. As of June 29, 2015, we will now send all suggested questions directly to our Category Management team rather than to individual customers.
History of “Suggest a Question”
We launched the “Suggest a Question” feature to help pros like you determine if a customer request was a good fit before spending credits to quote on a project. At the time, our request forms—a set of questions customers answered about their specific projects—were broad and lacked many important details. This feature allowed pros to send questions directly to customers to get clarifying information about the project. If a customer chose to answer, all pros who had quoted on that project would receive the customer’s response. While use of the feature was frequent immediately following its launch, it decreased significantly over time as the request forms improved.
Your feedback made a difference
One of the top priorities of Thumbtack’s growing Category Management team is to improve customer request forms. To do so, they review questions submitted through the “Suggest a Question” feature and conversations with customers and pros in person and through surveys. The goal is to strike a winning balance for each category: capture as much helpful information for pros as possible without asking customers to provide an overwhelming amount of information.
Over time, the more we’ve tailored request forms in response to your suggestions, the fewer questions we’ve received (see graph). In May 2015, less than 1% of requests had a question that was passed on to the customer.
Revising the Feature
Given the decreased usage of the “Suggest a Question” feature by both pros and customers, we’ve decided it’s time to make a change. As of June 29, 2015, your suggested questions will go directly to our Category Management team rather than to individual customers. As we work to improve our request forms on an ongoing basis, we will continue to rely on your feedback for guidance.
Since early 2014, the Category Management team has updated request forms for about 650 of our 700+ categories. We commit to updating the remaining categories by Fall 2015 which include: Travel Agency Services, Business Consulting, Writing Services, Video Editing, Cleaning Out, Commercial Photography, Painting, Web Design, Fan Installation, Motivational Speaking, Handyman, Light Installation, Motivational Speaking, Printer Repair, Event Videography, Drywall Installation and Hanging, and Pet Sitting.
With the help of your valuable suggestions, we’ve made measurable improvements to our request forms, making the quoting experience easier for our pros. Thank you for your ongoing engagement in Thumbtack. We’re looking forward to making our product even better in the future.