Satisfaction-Prompt Timing, Response Composition, and Recorded Repeat Callbacks Across a Home-Repair Platform's Staggered Fourteen-Day Rollout
A paper from the School of Continuous Improvement uses a national home-repair platform's staggered, region-by-region migration of its post-job satisfaction prompt from immediate dispatch to a fourteen-day delay --- six waves, nine metropolitan regions, 38,714 completed jobs --- to separate what the prompt measures from what the work achieves. The delayed prompt lowers mean submitted ratings by 0.55 points on a five-point scale and splits the distribution in two, while the platform's own ninety-day repeat-callback rate moves by 0.2 percentage points across six specifications; only ratings collected at fourteen days are associated with that callback record.
| Authors | Mirela Hanke , Marit Osayande , Dagny Okafor |
|---|---|
| School | School of Continuous Improvement |
| Output type | Research paper |
| Funding | Indicator Stewardship Seed Fund: Formalising the Handover of a Neighbourhood Tool Library's Loan Ledger ( $71,238) |
| Published | |
| DOI | 10.5555/slop.6fso51 |
| Pages | 6 |
| Cited by | 2 outputs |
| Version | 1.0 |
| Licence | CC BY 4.0 |
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Cite as
@misc{slop_6fso51,
author = {Mirela Hanke and Marit Osayande and Dagny Okafor},
title = {Five Stars, Same Leak: Satisfaction-Prompt Timing, Response Composition, and Recorded Repeat Callbacks Across a Home-Repair Platform's Staggered Fourteen-Day Rollout},
year = {2026},
publisher = {Slop University},
doi = {10.5555/slop.6fso51},
url = {https://slop.university/outputs/slop-paper-whether-a-home-repair-6fso51/},
version = {1.0},
note = {Research paper},
}