This is so great to hear @IBD! Thank you for such a lovely comment - I’ll be sure to pass this on to the rest of the team!
I really appreciate your feedback surrounding tutor scores. I will share all of this feedback internally, it’s really great to hear your thoughts and what does and doesn’t work for you!
If a tutor feels that their scores have been unfairly impacted or equally if they would just like advice on improving or maintaining their score, we are always happy to give tutors our advice and help them in relation to their situation. We have found that this has really made a difference for tutors and they have gone on to see their score improve significantly.
I completely agree that if you feel that you’re not the right match for a student, redirecting them to find a different tutor is the best thing to do. We would always recommend using the ‘I can’t help’ button in cases where you do not feel you are the right person to help as this lets the student know and helps us to support them in finding a different tutor as quickly as possible. Your booking score is calculated based on the activity of your account in response to new enquiries in comparison to the other tutors using our platform.
I can see it can be frustrating if a student has fewer lessons than they initially wanted. However, it’s important to note that a tutor’s repeat client score is not simply the average number of lessons you have with each student, as many students can end up having more or less lessons than they originally specify! This score (similarly to the booking score) compares the bookings on your account with other tutors on the site.
There’s a couple of things I would always recommend to tutors to support their scores, those being:
Keep your profile up to date, ensuring that your bio is really informative and that the subjects offered are an accurate reflection of what you teach - so that students can get a really good idea whether you’re the tutor for them.
Switch your profile offline at times when you are not ready to take on new students. Going offline will hide your profile in the search results so that new students can’t contact you until you decide to go switch your profile live again (you will still be able to contact your current students as normal). This will protect both your response time and booking score from being impacted by new student enquiries.
Keep your availability up to date as this means students cannot request a lesson at times when you’re not free to teach, protecting your booking score. (Whilst this will stop you from getting lesson requests at certain times, I can see how it’s an issue when students send a message without checking availability @ns.tutoring - I will pass that on to our product team to see if there is more we can do in this area)
If you receive any requests that you feel are not genuine, use our ‘Report a student’ function to make us aware and let us know if these issues are persistent.
All of this said, I do think you have made really valid points in your feedback, we find all feedback super valuable and I will ensure that this is passed on!