Since its inception, the CitizenShipper online marketplace has set transparency as one of its top priorities. The transportation providers ("drivers") are rated and reviewed directly by their customers ("shippers"). This feedback is made instantly available on the platform, allowing unrestricted insight into a driver's behavior and business practices.
Each review submitted is automatically linked to the shipment in question, listing the date, the route, and the distance traveled. Within that basic framework, the following guidelines apply.
Tone: We encourage everyone to express their satisfaction or dissatisfaction without hesitation. However, reviews that include abusive language, threats, harassment, or hate speech will not be tolerated.
Form: The most effective reviews are both informative and easy to read. We recommend that you keep the length to 300 words or less, using correct spelling and punctuation.
Privacy: Please be respectful of your driver's privacy. Unless given explicit permission, do not disclose their full names, email addresses, license plates, physical descriptions, and the like.
Relevance: Try to review shipments soon after they're completed. Weeks or months after the shipment is delivered, you might struggle to recall all the details with the necessary clarity.
Objectivity: Please do not review shipments made by friends, relatives, and business partners. Don't allow emotional involvement to twist the facts of the matter - stay as objective and impartial as possible.
Failing to follow the guidelines listed above can make a review subject to curation by CitizenShipper personnel. Any of the measures outlined below may be applied at different stages of the process.
Arbitration: If a driver contacts CitizenShipper to contest the veracity of a review, our support team will investigate and attempt to establish what exactly has taken place. For more details on this procedure, please consult the Dispute Resolution section of the Help Center.
Rebuttal: The most common form of curation involves posting a driver's rebuttal to a review. This way, drivers can tell their side of the story, clarifying details or sharing additional information. Just like the original review, the rebuttal is required to comply with the four guidelines listed earlier.
Removal: In those rare cases where arbitration fails to find common ground and rebuttals are deemed insufficient, CitizenShipper retains the right to delete a review from the platform. This measure is reserved for reviews that transgress against multiple guidelines, including objectivity.
If a shipment is rescheduled/cancelled prior to pickup by the driver for legitimate reasons (engine problems, sickness, for example) and a negative review is left, then we may temporarily remove reviews while we investigate. Provided proof can be provided by the driver that the cancellation was legitimate then the review will be removed permanently.
Customer feedback and review curation can be touchy subjects. Feel free to reach out to us by emailing our support team if you're interested in how we apply the policies broadly outlined above.