Evaluation system

Standard evaluation system

startADR implements a standard evaluation system for traders/businesses for which a complaint has been submitted on the startADR ODR4ALL platform.

For the first time The merchant/business is rewarded for its good practices in electronic dispute resolution by its consumers/customers themselves.

For the first time A substantial incentive is given to traders/businesses to become familiar with and adopt electronic dispute resolution to resolve complaints and grievances submitted by their customers/consumers.

The indicators

The evaluation of merchants/businesses is based on five indicators:

1. The first indicator results from the number of complaints submitted to a business in relation to the complaints to which that business has responded.

2. The second indicator results from the average response time of the business to consumer/customer complaints.

3. The third indicator results from the average time it takes for a business to resolve a complaint submitted by a consumer/customer.

4. The fourth indicator results from the evaluation of the complaints management system that the company has and implements.

5. The fifth indicator results from the consumer/customer's own evaluation of the business, which concerns the way the business handled and resolved the dispute. The evaluation is requested by the consumer and recorded after the completion of the electronic dispute resolution process.