At Sherpa, we highly value the feedback provided by students and parents, as it plays a crucial role in maintaining the quality and effectiveness of our tutoring services.
Reviews left by students and parents may cover various aspects of the tutoring experience, including but not limited to:
Response times
Quality of lessons
The rapport between tutor and student
Communication
Overall satisfaction
This feedback helps both tutors and Sherpa as a whole to improve and grow.
We understand that reviews are an important part of the learning process, but we also recognise that not all reviews may be entirely accurate or reflective of the true experience and may require intervention to prevent unnecessary damage to reputations on the platform.
When to Report a Review
If a tutor receives a review that they feel is unjust, inaccurate, or unsatisfactory, they are required to report the review to the admin team within 5 working days of receiving it. This time frame ensures that any concerns are addressed in a timely manner.
Internal Process
Once a review is reported, the admin team will initiate an investigation. This process includes reviewing relevant communication and lesson recordings in addition to directly contacting the student or parent who submitted the review.
The purpose of this investigation is to fully understand the context and gather all necessary information in order to make an informed decision on whether the review is valid or needs to be amended or removed.
The admin team will take appropriate action based on the findings, which may include responding to the student or parent, clarifying any misunderstandings, or removing the review if it is deemed inaccurate or unjust.
How to Report a Review
To ensure an efficient review process, tutors must report any concerns about reviews using Sherpa’s online chat feature or by sending an email to info@sherpa-online.com.
This allows the admin team to track and address all concerns promptly.
We appreciate your cooperation in maintaining a fair, transparent, and constructive environment for both tutors and students at Sherpa. Our goal is to ensure that all reviews reflect genuine experiences and contribute positively to the learning journey.