Confi Interviewes

Short Interview | Confi.pt - ANSWERS(Time 15 / 20 minutes)

Firstly I would like to say thank you for your time and contribution to our project development. I am (Interviewer’s name) and we are doing this interview to see if our project will have success. We would like to know about your experiences and opinions related with the usage of services. After the interview I will tell you more about our project in more details.

INTERVIEW I.

1) Do you live alone? Yes

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Yes

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? How do you know him? (H1: People go online in order to find information about services they need)I have three sources where I find professionals: I have a WhatsApp group, where I ask my friends if they know someone, or I ask my family (my mother recommended an electrician last time) and the third option is that I Google it, and call the companies directly.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?(H2: People will look for feedback, comments and rating of service providers.)If it is a small and basic service I don’t think it is necessary, but if it’s a bigger issue that has to be solved in my home it is important that I hear something beforehand.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before?( H2: People will look for feedback, comments and rating of service providers.)I think it’s a very useful site. I know a social network site for doctors that works in a similar way.

6) Do you think you would use it when you are in need of a professional? Why?(H4: Customers will rely on our website when they call for service providers)I would use it! But it has to have a very clean format and filters! That I can search by area, rating, price. I must add that I would only use this site if its ‘popular’, many people knows it and it is trustworthy and contains only valid information. I would call it something like ‘HouseBook’ so everybody can remember it easily.

7) Do you find customers feedback as useful information source? Do you write feedback yourself on service experiences? Have you ever done that? Do you think

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you would rate the service provider after he finished his work in your house? Why/Why not? What would you make to leave a comment?(H3: People would give feedback and rate the service provider they used)I don’t leave comments too often myself, but I like to check other’s comments. If a service was very good or very bad, then I would probably comment on it, otherwise no, not really.

8) Regarding your habits and your experience. What service providers did you need during this year? (List)I needed a painter, and it was so hard to find one I also needed a house cleaner, but for that I would only rely on my friend’s recommendation! (The same would go for babysitters and for mates.)

9) Any suggestions/comments that you want to add?Make it very popular and trustworthy! Come up with a name that is very associative, and easy to remember! Make a very clear format and filter field! Maybe try to specialize and only provide a given type of service providers! (Sometimes the less is more)

10) Demographic Information. Can you please tell me your:a. Name Pedrob. Age 33c. Maled. Household : living alone in Lisbon

Thank you very much for your time!

INTERVIEW II. (International student)

1) Do you live alone? No, I share my flat with another student.


3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? How do you know him? (H1: People go online in order to find information about services they need)First I ask my friends and family, this is the easiest way, and if they cannot recommend me anything then I use the internet to find a company.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?(H2: People will look for feedback, comments and rating of service providers.)Yes, I think it is highly important, to hear how he works, if he is reliable etc.

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5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I think it’s a very useful site.

6) Do you think you would use it when you are in need of a professional? Why?(H2: People will look for feedback, comments and rating of service providers. H4: Customers will rely on our website when they call for service providers)I would use it! Because it saves time, money and energy for me!!

7) Do you find customers feedback as useful information source? Do you write feedback yourself on service experiences? Have you ever done that? Do you think you would rate the service provider after he finished his work in your house? Why/Why not? What would you make to leave a comment?(H3: People would give feedback and rate the service provider they used)Yes, I sometimes leave comments on services I experienced. Why? Because this way I can help others!

8) Regarding your habits and your experience. What service providers did you need during this year? (List)I needed a person who fixed my internet, an electrician and someone who repaired my washing machine…

9) Any suggestions/comments that you want to add? No

10) Demographic Information. Can you please tell me your:a. Name Tiborb. Age 23c. Maled. Household: living with a flatmate in Budapest

INTERVIEW III. (International student)

1) Do you live alone? Yes, I just got my new apartment.

2) Are you the one responsible in your house to call for a service provider when something goes wrong?Yes, but I call my father first.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? How do you know him? (H1: People go online in order to find information about services they need)

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I call my father if something goes wrong, or if I cannot reach him I call someone in my family. Then I try my friends. Finally I Google it!

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?(H2: People will look for feedback, comments and rating of service providers.)I trust my father’s recommendation, s I don’t worry too much. If I had called the service provider then I judge based on how he sounded on the phone!

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I think it’s a very useful site.

6) Do you think you would use it when you are in need of a professional? Why?(H2: People will look for feedback, comments and rating of service providers. H4: Customers will rely on our website when they call for service providers)I would use it! As I am using travel aggregator sites when I am looking for a hotel or plane ticket, I would use such an aggregator site too. The best part of this sites is that you can compare prices very easily.

7) Do you find customers feedback as useful information source? Do you write feedback yourself on service experiences? Have you ever done that? Do you think you would rate the service provider after he finished his work in your house? Why/Why not? What would you make to leave a comment?(H3: People would give feedback and rate the service provider they used)

Yes, sometimes I do leave comments, especially if the experience was something in the extremes. Otherwise I don’t rate a restaurant for example. What could definitely make my leave a comment is a reward is offered! Or that I experience an extra good service.

8) Regarding your habits and your experience. What service providers did you need during this year? (List)I needed a person who fixed the gas in the flat and a plumber.


10) Demographic Information. Can you please tell me your:a. Name Marib. Age 25c. Femaled. Household : living alone in Oslo

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INTERVIEW IV

1) Do you live alone?Yes, I do.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? In my flat yes, but the responsibility is shared on the house between the owners.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? It depends on what went wrong. With mistakes of usual services (like electricity) I turn directly to the supplier, but in case of reparations I ask my father’s help to fix or give a contact. Otherwise I search on the internet in Google.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? The recommendation is really important in everything. It can help to eliminate some difficulties such as quality issues.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? The ratings and comments found on internet are not trustable, they should not be the base of the decision. We can only trust in friends and family members.

6) Do you think you would use it when you are in need of a professional? Why? Well, if there is no other option, we can sort by rating.

7) Do you find customers feedback as useful information source? We have to take care about them, but as I said, we cannot rely on them, because everybody can write anything.

8) Do you write feedback yourself on service experiences? Have you ever done that? No, I haven’t. I don’t have time to write feedbacks.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? I don’t have time for this, so I will not.

10) What would you make to leave a comment? Maybe some discount.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember.I had problems with water-conduit, so I needed a plumber.

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12) Any suggestions/comments that you want to add?If you do this kind of website, do the rating as simple as possible and motivate users to rate with discounts.

13) Demographic Information. Can you please tell me your:a. Name: b. Age: 26c. Female/Male: Femaled. Household: Flat

INTERVIEW V

1) Do you live alone?No, I have a roommate and we rent a flat together.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Well, both of us are responsible for such a problem, but the usual practice for us is that the one who notice the problem first call the service provider.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? I would try to find a service provider on the internet or in the newspaper or I would ask my friends if they know somebody.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? I find it very important. I trust more in someone, who has a good reputation.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I think a website like this could be very useful. I wish we would have something like this in our country. (Never heard about Zaask)

6) Do you think you would use it when you are in need of a professional? Why? I am sure I would use it. It would be the easiest and fastest way to find a good professional.

7) Do you find customers feedback as useful information source? Yes, I think it is very useful. I believe in this kind of feedbacks. And I also like to give feedbacks if I have opportunity for this, because I would like to help with this to other people.

8) Do you write feedback yourself on service experiences? Have you ever done that? Yes, as I said, I usually do it when I can. I wrote feedbacks several times. I write them if I am satisfied and also if I am disappointed.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not?

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Yes, I would rate the service provider, because I would like to help too other people with my comments. And I think it also can motivate the service provider to make as good job as he can.

10) What would you make to leave a comment? I would do it if I have opportunity for this.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. I ordered food via internet. I needed a gas fitter.

12) Any suggestions/comments that you want to add? No.

13) Demographic Information. Can you please tell me your:

a. Name: b. Age: 26c. Female/Male: Femaled. Household: Flat


INTERVIEW VI

1) Do you live alone? No, I live with my girlfriend.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Yes.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? I check the advertisements in the local newspaper than maybe the internet.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? It is not important at all. I don’t do any check-up, I just call the first who I find.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I find it a good idea as solving a problem can be urgent and you always want to get quality services for your money.

6) Do you think you would use it when you are in need of a professional? Why? Yes because I could spare time with it.

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7) Do you find customers feedback as useful information source? Yes, because they have the experience with service providers and I think they want to share honestly what they know.

8) Do you write feedback yourself on service experiences? Have you ever done that? I haven’t used services that had to be rated online.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Maybe, it depends what kind of rating, if only to give him points from 1-5 than yes but not a longer questionnaire.

10) What would you make to leave a comment? Extremely good or bad quality service or human manner. Average quality no.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Refrigerator repairman.

12) Any suggestions/comments that you want to add?-


a. Name: b. Age: 21c. Female/Male: maled. Household: flat


INTERVIEW VII. 1) Do you live alone? No, I’m sharing a 2.5 bedrooms apartment with 1 person in an

apartment building.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Yes in case of the apartment, no in case of the whole house.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? First my father, then based on his advice I contact the house’s representative to get any contact of her. If it doesn’t work out I call the first result in google.

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4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? Very important, therefore I’m calling the house’s representative first, because she has got experience.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? It’s like a food ordering website, I love it!

6) Do you think you would use it when you are in need of a professional? Why? I know a website like this, but I’m not using it, as it is too small and not up to date, but I would use it if it would be big and up to date.

7) Do you find customers feedback as useful information source? Yes because they reliable.

8) Do you write feedback yourself on service experiences? Have you ever done that? No, just on restaurants, hotels, etc.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Yes, because I would like to share my opinion with others and I would like to help them. Also if I can look back for my previous feedbacks I will remember who was good and who not.

10) What would you make to leave a comment? Get discount on future occasions.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Once year: heating maintenance. Electrician to install new lights. Cable TV error handling, but that is the task of the operator. Doorbell system repair. Wall painting. Door lock change. Cleaning service.

12) Any suggestions/comments that you want to add? Hard to reach these service people as they are usually undereducated, old and not connected to the net.


a. Name: b. Age: 27c. Female/Male: maled. Household: flat


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INTERVIEW VIII. 1) Do you live alone? No, with my family.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Sometimes if I’m alone when something happen.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? I usually ask my parents or our neighbours if they know a good provider, if the answer is no, I use the internet.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? Very important because only in this way we can the best quality.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? Great idea, I would use it!

6) Do you think you would use it when you are in need of a professional? Why? Definitely yes, because with this I can save time and I can get one of the best services.

7) Do you find customers feedback as useful information source? Yes, because they help me to decide in many cases.

8) Do you write feedback yourself on service experiences? Have you ever done that? No, because I have a good memory, so I know who to call again and who made bad quality work.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Yes, because it’s useful for other customers, and also a way to say thank you for the providers who deserves it by boosting their business online.

10) What would you make to leave a comment? If I found a provider very good or very bad.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Plumber.

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12) Any suggestions/comments that you want to add?


a. Name: b. Age: 24c. Female/Male: Femaled. Household: flat


INTERVIEW IX. 1) Do you live alone? With flatmates


3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? Ask a friend if he/she can recommend someone, than I go online.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? Yes it’s really important for me, that’s why I ask my friends first, because they could always help me.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? Can be useful, but only if I know that something like this is existing.

6) Do you think you would use it when you are in need of a professional? Why? Yes, because it seems very simple and time saving and I think with this I could find good service providers.

7) Do you find customers feedback as useful information source? Absolutely, you can judge a professional’s work from the feedbacks, because people are telling the truth.

8) Do you write feedback yourself on service experiences? Have you ever done that? I would, but never have done.

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9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? The only thing why I would do it to help others in similar situations.

10) What would you make to leave a comment? To help others and maybe to get some further discount.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Internet service provider, painter, plumber


13) Demographic Information. Can you please tell me your:a. Name: Sarab. Age: 24c. Female/Male: femaled. Household: flat


INTERVIEW X.

1) Do you live alone? No. I’m living with my family.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Partly. Usually, in the case I discover a problem that needs an urgent solution.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? I used to call my friends familiar to technical things in order to get the phone number of a good provider.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? Very important. If I did not get any info from my friends, I would try to find someone with recommendations on Google.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I would use it every time I need a professional if it’s big and reliable.

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6) Do you think you would use it when you are in need of a professional? Why? Yes, because it is better to get info from others instead of trying a professional without references.

7) Do you find customers feedback as useful information source? Yes, if it includes price rate and quality aspects as well.

8) Do you write feedback yourself on service experiences? Have you ever done that? Yes, usually on food delivery and hotels.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Yes, because it would be useful for other clueless people.

10) What would you make to leave a comment? I would give feedbacks by rating scales, but I wouldn’t spend a lot of time with long rating system.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Blind installer, locksmith



a. Name: Antóniob. Age: 26c. Female/Male: Maled. Household: flat


INTERVIEW XI.

1) Do you live alone? No, sharing a flat with my girlfriend.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? We are both responsible to call service providers.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? First we call the plumber we know and if he is not available then we ask who can be recommend.

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4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? It is very important to get a quality work.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? Nice idea, sounds helpful and time-saver.

6) Do you think you would use it when you are in need of a professional? Why? Yes. Time-saving, easy to follow the recommendations.

7) Do you find customers feedback as useful information source? Yes, sometimes I check them according to other issues, such as food delivery service.

8) Do you write feedback yourself on service experiences? Have you ever done that? Only where it is required.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? If the whole page is built on feedbacks then of course.

10) What would you make to leave a comment? If it is required on the page because like this the service is cheaper.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Plumber, electrician.

12) Any suggestions/comments that you want to add? The webpage is a nice idea, it is important to know who you invite to your home and who you are dealing with.

13) Demographic Information. Can you please tell me your:e. Name: f. Age: 25g. Female/Male: Maleh. Household: Flat

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INTERVIEW XII.

1) Do you live alone? Living with my sister

2) Are you the one responsible in your house to call for a service provider when something goes wrong? We both are.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? We ask the housekeeping lady for a phone number or search for one in the local paper.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? I trust him more if I’ve heard about him before.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? Can be useful, I would use it if I would know about this kind of website.

6) Do you think you would use it when you are in need of a professional? Why? Yes, because it seems a faster way to find a good one.

7) Do you find customers feedback as useful information source? Yes, because the people like to share their opinions. But I know sometimes webpages do artificial feedbacks to see them in a nicer way.

8) Do you write feedback yourself on service experiences? Have you ever done that? No, I just simply don’t care about this.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Yes, if I’m convinced it really helps to others and not manipulated.

10) What would you make to leave a comment? If I get a reminder.

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11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. painter, repairer for window and lights


13) Demographic Information. Can you please tell me your:a. Name: b. Age: 25c. Female/Male: Fd. Household: flat


INTERVIEW XIII.

1) Do you live alone? No, I’m sharing a flat with one person.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Yes, if I recognize the problem.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? First of all, I’d ask for some pieces of advice to my friends. If they couldn’t help, I’d search for the solution/ service provider on the internet.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? It’s quite important to get quality.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I think that kind of websites are useful and I’d use them.

6) Do you think you would use it when you are in need of a professional? Why? Definitely. The most of the people prefer if they don’t need to check plenty of sources to find solution to a problem. I’m one of them, as well.

7) Do you find customers feedback as useful information source? Most of the time, yes, I do.

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8) Do you write feedback yourself on service experiences? Have you ever done that? Very rarely. Not really. Just if I really motivated with some gift/discount.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Of course. The result should be the thing that matters. I would share it with others if I get some further discount.

10) What would you make to leave a comment? Gifts/discounts/games.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Apparently, I need to call a service provider only once because most of the problems were sorted out by my flatmates or my boss. The only occasion was the Internet provider.


13) Demographic Information. Can you please tell me your:a. Name: Boglárka Benkeb. Age: 27c. Female/Male: femaled. Household: shared house


INTERVIEW XIV.

1) Do you live alone? I have been living alone for 1 year.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? I have to call just the owner of the flat in Lisbon, she solve everything. Before when I lived in a small village with my family we exactly knew who to call.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? When I lived with my mother we usually called the professionals who friends recommended. No I just call the landlord.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? It is very important.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? I think it could be very

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useful, but one has to pay attention to the manipulations (filter it somehow). What about prices? It’s important to know the prices as well, to select, so the website must include prices as well.

6) Do you think you would use it when you are in need of a professional? Why? If I wouldn’t have any other idea, yes. First I have to see how reliable the website is. It seems to be easy to use.

7) Do you find customers feedback as useful information source? Yes! It is the most important part of the webpage, because it can’t be modified by the service provider.

8) Do you write feedback yourself on service experiences? Have you ever done that? Yes, I would, because I would like to help others to find the best service provider. I haven’t done that yet.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Yes, I would, because I would like to help others.

10) What would you make to leave a comment? If other’s comments help me to find good service provider.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. Plumber, carpenter, washing machine and dishwasher mechanic.


13) Demographic Information. Can you please tell me your:a. Name: b. Age: 24c. Female/Male: femaled. Household: flat


INTERVIEW XV.1) Do you live alone? No, with family

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Usually my father do it. But when I’m alone and I’m recognizing the problem and it’s urgent, I call them.

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3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? First of all we have the same person for a quite while so we have the right person to call, because we already have experience with them. If something extraordinary happens, I would ask my friends/family who have a good experience with somebody who does a quality job. If I would find, probably I would use google but I would choose somebody who has good feedbacks.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? As it is mentioned in the previous point also, it’s essential.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? Very good idea. First I would still call the well-known people but probably I would use it any of the other cases.

6) Do you think you would use it when you are in need of a professional? Why? If I wouldn’t have a number of the appropriate person, I would use that page.

7) Do you find customers feedback as useful information source? Yes, although I wouldn’t trust them 100%. As the homepage of the hotels and everything can be manipulated it could be also, false feedback can give by anybody and negative comments can be erased, but if that would be the only base of search, then it’s okay.

8) Do you write feedback yourself on service experiences? Have you ever done that? Yes, for example on booking.com or on tripadvisor I already did it. I hope that can be useful for others.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Yes, I would probably do that. It can help to others even to save money or avoid a bad experience.

10) What would you make to leave a comment? To help to others.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. heating, car emergency, bank


13) Demographic Information. Can you please tell me your:a. Name: b. Age: 26

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c. Female/Male: femaled. Household: house


INTERVIEW XVI.

1) Do you live alone? No, with my family

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Frequently my mother do it. She has more experience in solving this type of problems. More, if I am alone I always call to my mother for help me with that.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? How do you know him? (H1: People go online in order to find information about services they need)Firstly, we don’t have a close relationship with a specific service provider. So, in this type of situations we usually call to relative asking for a good specialist.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?(H2: People will look for feedback, comments and rating of service providers.)It’s crucial to know more about its previous works because we look for a quality professionals and with feedbacks based on well-known personal experiences we can trust more on professional’s performance. We have some expectations related with their performance and cost involved. And it’s really frustrating when the provider doesn’t work well and increase the problem, we don’t have time to take risks.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before?( H2: People will look for feedback, comments and rating of service providers.) It will be a useful tool. With feedbacks and comments would increase the reliability of the experience.

6) Do you think you would use it when you are in need of a professional? Why? (H4: Customers will rely on our website when they call for service providers)Yes, I do. But I think only if I wouldn’t have the number of a specific and known provider.

7) Do you find customers feedback as useful information source? Do you write feedback yourself on service experiences? Have you ever done that? Do you think you would rate the service provider after he finished his work in your house? Why/Why not? What would you make to leave a comment?(H3: People would give feedback and rate the service provider they used)

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Yes, for me and taking into account the decision moment, I really value previous customers’ feedback. Yes, I usually write feedback mainly after grateful experiences. Yes, 100% sure! If I am happy with the work and he ask me to do write, I do it!

8) Regarding your habits and your experience. What service providers did you need during this year? (List) car emergency, heating, windows’ cleaning, babysitting, plumber.


10) Demographic Information. Can you please tell me your:a. Name Marianab. Age 26c. Female/Male: Femaled. Household: 5 - My parents and brothers


INTERVIEW XVII.

1) Do you live alone? Yes.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Yes, I’m responsible for find a solution but doesn’t mean that I’ll call to him. It depends to the problem.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? How do you know him? (H1: People go online in order to find information about services they need) I usually ask to my parents or friends who are living alone and probably have the same types of problems. I’m not an expertise to find the greatest service providers, I really don’t have too much experience with house problems. For me it’s not important to really know him, I just care for the solution in a short period of time.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?(H2: People will look for feedback, comments and rating of service providers.)Hum…It’s important but not decisional. I mean, I take into account my parents and friends opinions about service providers, but I don’t mind if they (my parents or friends) really don’t know them. As I said, I don’t have enough time to find the best one I just want to find one able to solve the problem in an efficient way!

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedbacks from others that has used their services before? (H2: People will look for feedback, comments and rating of service providers)

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I think that it would be great for me! A useful and easy way to find them without boring my parents!

6) Do you think you would use it when you are in need of a professional? Why?(H4: Customers will rely on our website when they call for service providers)Yes, I do. For sure, as I said timeliness, useful and easy tool/way without boring my parents!

7) Do you find customers feedback as useful information source? Do you write feedback yourself on service experiences? Have you ever done that? Do you think you would rate the service provider after he finished his work in your house? Why/Why not? What would you make to leave a comment?(H3: People would give feedback and rate the service provider they used)Yes, yes. I never write feedbacks on websites or Facebook, for example, but when I have to buy something (products or services) I usually like to read feedbacks, help me to feel more confident.

8) Regarding your habits and your experience. What service providers did you need during this year? (List)I’m a lucky guy…this year, only service car provider and for painting my new flat.


10) Demographic Information. Can you please tell me your:a. Name Lopo b. Age 28c. Female/Male: Maled. Household : 1


INTERVIEW XVIII.

1) Do you live alone? No.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? No.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? How do you know him? (H1: People go online in order to find information about services they need)I am not responsible to solve these problems.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?(H2: People will look for feedback, comments and rating of service providers.)

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I am not the one who calls a professional to deal with these kind a problems but I think that it’s important to have a recommendation of a previous client.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before?( H2: People will look for feedback, comments and rating of service providers.)It would be a good I idea.

6) Do you think you would use it when you are in need of a professional? Why?(H4: Customers will rely on our website when they call for service providers)Yes. Because it gathers all the information that a customer needs in order to decide about a service provider.

7) Do you find customers feedback as useful information source? Do you write feedback yourself on service experiences? Have you ever done that? Do you think you would rate the service provider after he finished his work in your house? Why/Why not? What would you make to leave a comment?(H3: People would give feedback and rate the service provider they used)Customer feedback is a really good source of information since it is a first-hand opinion about a service. Sometimes I do write feedback forms. I would be willing to write feedback in order to inform future customers about the quality of the service delivered

8) Regarding your habits and your experience. What service providers did you need during this year? (List) I can’t really remember any.


10) Demographic Information. Can you please tell me your:a. Name: Duarte b. Age: 24c. Female/Male: Maled. Household : 4


INTERVIEW XIX.

1) Do you live alone?Yes, I do.

2) Are you the one responsible in your house to call for a service provider when something goes wrong?I’m responsible to call the service provider when something goes wrong in my flat, but I’m not responsible when something does not working in the house.

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3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? For me the first is always to ask my friends who is good in technical things and usually they can give me a phone number what I can call. If they can not help me, I go and google it.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?Of course. This is the most important, that’s why I always ask my friends first, if they know somebody reliable person.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? It sounds very good. Unfortunately I don’t know this kind of website. I think it would make the things easier for everybody, because people does not really know who is trustable and who is not.

6) Do you think you would use it when you are in need of a professional? Why?I would still ask first my friends but after that I wouldn’t use google, I would go to this website directly if I would know it’s good and reliable.

7) Do you find customers feedback as useful information source? Yes. For example when I’m going for a holiday I always read comment from other customers.

8) Do you write feedback yourself on service experiences? Have you ever done that? No, I just read them, but I have never wrote them.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? I would rate to help others or get further discounts. But I would only use simple forms to feel in quick.

10) What would you make to leave a comment?To help others and further discounts.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember.I had problems with warm water.

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12) Any suggestions/comments that you want to add?Make the rating simple and advertise it well, because it should be well known to be reliable and popular.


a. Name: b. Age: 26c. Female/Male: Maled. Household: Flat


INTERVIEW XX.

1) Do you live alone? I live with two student flatmates.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? We both responsible. For urgent things we have to find service providers, otherwise we just call the landlord.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? Since I’m not good in this kind of thing, I just google it, looking for feedbacks and call the best.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand? Yes, it’s important because I don’t want to let unreliable people in my flat. So that’s why I always read feedbacks.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? It’s a nice idea. I think if it would be well known, I would use it. Because if it’s well known, than many people leave feedbacks, so I can find the best service provider for myself.

6) Do you think you would use it when you are in need of a professional? Why? Yes. Since I always use internet for everything, I would definitely use it, if the name would be well known.

7) Do you find customers feedback as useful information source? Yes, I always read feedbacks. I buy many things online and to choose the best, I’m looking for feedbacks.

8) Do you write feedback yourself on service experiences? Have you ever done that? To be honest, I more like to read comments rather than write them, but sometimes I write when I’m really satisfied or dissatisfied with something.

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9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? If he made a really good or really bad job, I would definitely leave a feedback.

10) What would you make to leave a comment? Extremely good or bad job and discounts.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember. I needed just an electrician.


14) Demographic Information. Can you please tell me your:a. Name: b. Age: 26c. Female/Male: Maled. Household: Flat


INTERVIEW XXI

1) Do you live alone? I live alone.

2) Are you the one responsible in your house to call for a service provider when something goes wrong? Yes, because I’m living in my own flat.

3) In general how do you find a service provider to your problem? For example when you have a leaking pipe in your bathroom who will you call? I have a good relationship with my neighbours so I ask them first, then I go online to find somebody. As a search engine I use Google.

4) When you call a professional to your home how important is it to you that you hear some feedback or a recommendation about him beforehand?Yes, it’s really important, but I’m working a lot so it’s really difficult to find somebody who has good references and available late evening.

5) What do you think about a website that gathers all the service providers that come to your home, and on which you can search these by location and find ratings and feedback from others that has used their services before? Good idea, mainly if it shows the time of the availability of the service providers as well. Should be well optimized in search engine, because I can’t spend too much time to search.

6) Do you think you would use it when you are in need of a professional? Why?

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Yes, if it’s in the first place in Google and I heard about it before.

7) Do you find customers feedback as useful information source? Yes, I think really reliable because people love to share their opinion, but they are sometimes subjective, but still, I think it’s reliable.

8) Do you write feedback yourself on service experiences? Have you ever done that? No, I don’t have time for that.

9) Do you think you would rate the service provider after he finished his work in your house? Why/Why not? Well, if I’m motivated with some discount, maybe. But I really don’t have time for this kind of things.

10) What would you make to leave a comment?Further discounts.

11) Regarding your habits and your experience. What service providers did you need during this year? Please, list the service providers that you remember.Heating system repairman.


13) Demographic Information. Can you please tell me your:a. Name: b. Age: 27c. Female/Male: maled. Household: Flat


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Confi Interviewes