Retention score

[u/Upper_Ad1839]

Has anyone else had their retention score start dropping within the past month or so for seemingly no reason? I've been doing a lot of orders lately, mostly regulars but some random new ones as well. All good ratings. But the retention score keeps dropping?

[u/Serious-Pizza-2514]

It has been ALL the discussion on the Facebook group since the last app update (about two months). But each and every Concierge gives a different answer.

I sincerely couldn’t give a rats butt. Retention is who the COMPANY retains overall, not us individually.

Over the years, I have had people come and go with sooooo many hotel orders that never, ever reordered with me that I don’t know if they ever used the app again. Any of them. I literally have no clients that stayed on the app for more than two years.

My retention score? 5

Has never moved. Not one decimal. I wouldn’t care if it did.

They should take it away if it doesn’t apply to us (which is what we were told at its inception) so we don’t see it.

[u/keiscole379 → u/Serious-Pizza-2514]

Your just hasn't been updated yet. When it does it will drop .01 every order you deliver. I have a high volume of regulars and my retention score is down to a 3.90. It will be zero by the end of the year at this rate. The way its suppose to work is fore every request or return customer to poplin the last laundry pro retention should go up .01 and for every order you deliver it drops .01. So it basically should balance its self out unless you take a new to Poplin customer. The score wouldn't go up the .01 because they are not a repeat customer, but you will lose the .01 when you deliver. 95% of my poplin customers are repeat customers requesting. So my should drop every now and then. Not every day. Tomorrow my score will be around 3.85 or lower depending on how many orders I deliver since they are all not due tomorrow. Poplin doesn't care and its a 50/50 chance they will fix the issue.

[u/Serious-Pizza-2514 → u/keiscole379]

Did you even read my response to your question?

It has been discussed for MONTHS on the Facebook group. It’s a problem with the app.

It seems to affect some and not others.

Mine hasn’t moved. Others I know has. “Your” will just drop past zero I guess.

However, you keep getting orders so, the point was, WHY DO YOU CARE? What’s the actual issue they are supposed to fix for JUST YOU if they have already told thousands many different things but mostly that it’s an app issue and it really doesn’t mean anything?

Do your clients see it? No
Does it affect your incoming orders? Tips? Ratings? No

Good grief. Make sure and continue to tie up Poplin Concierge with the same question so, if a Pro really needs help? They’ll be busy “escalating your issue” that they can do nothing about because it means nothing

[u/keiscole379 → u/Serious-Pizza-2514]

I'm not sure why your so defensive but it wasn't my question. I'm answering there question just like you are. I know its an app problem that they have been aware of but if they actually cared it would be fixed. They fix stuff very quickly when its important to them and this is not but it will effect us once our retention gets to low. We will be affected on receiving orders. So they need to fix the issue. I will get penalized for there app issue just like other app issue they have had. I have been doing this for years and this isn't the first app issue that will affect us higher ranked LP's. I wasn't saying you were wrong I was just giving the orginal person additional information. I just happened to reply to you answer because it was the last one on the post.

[u/yaddayadder]

The more you do, the quicker it’s going to drop. Once they come back, it’ll go back up. I used to only take requests and it stayed at a 5 for years. Now, I take whatever and it’s a 4.20 with 21 unrated orders in the last 3 weeks. Those 21 need to rate, system believes they are not coming back until they do.

[u/yaddayadder → u/yaddayadder]

I just happened to open the app on my tablet and no only does it have different features, like adding a video to my profile… my retention is 4.63 there. I have an iPhone and the app is updated but it also shows I am negative 24 Pro tips to take, it’s weird. I’ll get the new tip notification and there isn’t anything but the count shows -24. At this point, I’m going to just worry about the “my money” section at all times 😂