TGP Updates, Tutor Survey, and Student Feedback Award!

Hi Tutors!

Next week, we’ll be sending out payroll for the first time using our new Tutor Growth Pathway. We appreciate all the feedback you have provided in order to improve the program. Specifically, we want to acknowledge some concerns that tutors have had about student ratings.

A number of tutors have felt unfairly penalized when students have given poor ratings for issues stemming from improper use of the app, such as:

  • Wanted Answer
  • Problem Unclear
  • Inappropriate Behavior
  • Cheating
  • Spam/Testing App
  • Wrong Subject

Per your feedback, we will be excluding student ratings from sessions with these tags. Expect to see these changes take hold in the next week.

Tutors have also asked about sessions where students have given poor ratings but the reason is unclear. Ultimately, we believe it is important in these situations to value the customer experience and trust that there are aspects of the experience that our QA system may not accurately measure, such as:

  • The student exits the session without sending a message because they had a past poor experience with a specific tutor.
  • The student gives a poor rating despite strong pedagogy scores because of the tutor’s tone or phrasing.
  • The student exits after a few messages because they feel that the tutor is unclear. We often find that low student ratings correlate with poor tutor grammar or unclear phrasing.

To address this necessary imperfection, we purposefully calculated our highest level metrics to equal average historical ratings. We feel this pushes everyone to perform at their best, but also allows some extra room for the occasional session that doesn’t go as planned.

Tutor Survey

We’d love to hear your thoughts on your overall experience as well as Humanity. Please fill out the September Tutor Satisfaction Survey by 10/4 so that we can best help improve your Yup experience!

Our September Outstanding Student Feedback Winner

Congratulations to Mary Ogawa for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Mary’s exceptional student feedback comments include:

  • “Thank you very much for your help. This was my first time on YUP and I had an awesome first experience!”
  • “She was so amazing in helping me understand the concept and answering all my questions I had with a great attitude!”
  • “Thank you so much for being patient with me. I feel a lot more confident with these types of problems now. :)”

Way to go Mary

 

-The Yup Tutor Operations Team

Tutor Survey, Summer + #random

TUTOR SURVEY RESULTS

Thank you to everyone who participated in our recent Tutor Satisfaction Survey! Here are some of the high-level takeaways from your responses:

  • OVERALL: The majority of the tutor team is satisfied with Yup, feels motivated/valued, and feels respected in communication with Ops
  • FEATURES: Canned responses and the general interface were rated amongst the best tools, while content cards and the whiteboard were most often flagged for needing improvements
  • SCHEDULING: Most of the team is satisfied with scheduling policies; one common request was to increase the frequency of scheduling issue emails (a change which has already been implemented – see below!)
  • BONUSES: While the team generally understands the bonus system, we did receive helpful feedback regarding how bonuses could be more fairly administered/more reflective of performance
  • EVALUATION/QA: Thoughts on the QA system are similar to that of bonuses – largely understood, but with feelings that there may be better ways we could go about assessing performance or grading sessions
Breakdown of Survey Responses

Short Term Solutions:

  • Increased  frequency of scheduling issue emails to weekly
  • Addition of #random slack channel to strengthen community (see below!)
  • Revisiting eligible vs. ineligible sessions and how we grade them
  • Following-up on feedback from tutors more often via newsfeed/Slack/1:1
  • Revisit and communicate TQM role application process


Long Term Solutions:

  • Upcoming bonus analysis and revisit
  • Consideration on how to address multi-problem sessions
  • Reworking of evaluative process to be more fair, and more clearly communicated

SUMMER SCHEDULE REMINDER

As many of you know, Yup functions on a reduced schedule every summer to adapt to a decrease in traffic. This year, we will be implementing the reduced summer schedule starting Monday, June 10th.

If you have preferred hours to give up, please submit an “Update Availability” request via the Yup Scheduling Form by this Sunday, June 2nd. You will then receive a new, temporary schedule from us by June 5th.


NEW SLACK CHANNEL – #random

Going through Tutor Survey responses, we saw multiple suggestions for a less formal Slack channel in which tutors can connect on a personal level. We are so excited for you all to use the new #random channel to get to know each other and put personalities to the names you often see. If you haven’t already done so, please introduce yourself and tell us a little bit about your background and what is important to you when you aren’t teaching math!

Launch #random Channel

 

Happy Tutoring!

— Team Yup

New Live Whiteboard + Paid Survey Reminder

NEW FEATURE: LIVE WHITEBOARD

One of the most valuable ways to engage students is with visual aids that allow them to grasp a concept in ways that can’t be achieved with text alone. However, illustrating concepts and annotating images using the whiteboard does take time, and can unfortunately disrupt session flow.

To solve for this problem, we are introducing Live Whiteboard! We believe that if students can view tutors’ whiteboard in real time, this aspect of a session will feel less time-consuming. Imagine sitting in a classroom and watching your teacher write on the board; this feature mimics this experience to create a more engaging learning environment.

What does it look like for the tutor?

View of the whiteboard when the LIVE feature is engaged, featuring the LIVE indicator along with the "On/Off" switch in the top left corner.

What does it look like for the student?

When the whiteboard is live, the student can click the LIVE button in the top right-hand corner to launch the whiteboard view.

How does it work?

  • When the Live feature is enabled, your student will be able to see anything that you put on the whiteboard
    • You do not need to change anything you do! Just be aware that when you add items to the whiteboard, your student can see them.
  • It is still important to send an image once you’re finished working on it
    • If you don’t send an image, your student can see it but won’t be able to refer back to it later on (and you won’t be able to reuse it from the gallery.)
  • A stable internet connection is vital in order for the feature to function
    • The live option whiteboard will be disabled if either your internet connection or the student’s isn’t stable.

This feature will be launching next week for most students. As always, please let us know about any feedback (good or bad!) in the #new-ideas channel on Slack!


REMINDER:  TUTOR SATISFACTION SURVEY

If you haven’t done so already, please take a moment to complete the compensated Yup Tutor Satisfaction Survey.

Because this survey covers a lot of areas of being a Yup tutor and will take time to complete, we are offering 1-hour of compensation for completing the survey thoughtfully and within the given deadline. We ask that you complete the survey no later than 11:59PM PDT on Monday, May 13th.

Complete Paid Tutor Survey  › 

Your responses will aid us in making important policy changes and feature improvements while giving us a general sense of what we can do to ensure you are having a rewarding experience on the Yup team!

Happy Tutoring!

— Team Yup

Compensated Yup Survey + Feedback Award

COMPENSATED TUTOR SATISFACTION SURVEY

With over 50 contracted educators spanning the globe, it can be tricky to stay on the pulse of our unique Tutor Team. Tutor Ops has put together a survey that aims to learn more about what is important to you, along with what we can do to ensure you feel engaged and valued as part of the Yup team!

Because this survey covers a lot of areas of being a Yup tutor and will take time to complete, we are offering 1-hour of compensation for completing the survey thoughtfully and within the given deadline. We ask that you complete the survey no later than 11:59PM PDT on Monday, May 13th.

Complete Paid Tutor Survey  › 

Thank you in advance for taking the time to share your perspective with us! Your responses will aid us in making important policy changes and feature improvements while giving us a general sense of what we can do to ensure you are having a rewarding experience on the Yup team. Stay tuned for an update in the coming month on how we will use your feedback to make the tutoring experience even better!

 

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Roy Alexander for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance. Way to go Roy!

Some of Roy’s exceptional student feedback comments include:

  • “Thank you soooooo much for helping me today!! It went fast was was beyond helpful. The concept is actually clear and I get it thanks to u. Thank you!!!!!!!”
  • “Thanks again for your help, looking forward to next time!!”
  • “I really appreciated your patience with me and my minimal (but improving) trig knowledge!”
  • “Thank you so much for helping me this morning!! It was really helpful. Thank you for answering all my questions and making sure it was clear to me.”
  • “Thank you for helping me understand!! I love Yup!”

 

Happy Tutoring!

— Team Yup

Tutor Survey, Answer Checks + Inactivity

FEBRUARY SURVEY REMINDER: If you haven’t already done so, please take a moment to take the quick February Tutor Satisfaction Survey!


NEW ANSWER CHECK POLICY

Starting immediately, we will be taking a new approach for sessions in which students come to us with solutions to be checked rather than problems to be solved:

  • While most sessions are submitted by users who need help solving, some students have already solved and simply need their answer confirmed
  • This new policy gives tutors the go-ahead to confirm answers at face value, as long as they at least encourage the student to share work before confirming the answer

Read more in the infographic below:

Please don’t hesitate to reach out to tutor.support@yup.com with questions about this!


INACTIVE STUDENT REMINDERS

Late last year, we removed faulty automatic system timers that were (unreliably) ending sessions in which students were inactive for a set amount of time.

Since this change, it has been up to the tutor to end the session when a student becomes inactive – after sending the appropriate canned response. See below for reminders for inactive student procedure.

  • There are two situations in which you are expected to manually end the session due to inactivity so you can be rematched
    • The student does not send a message to the chatroom within 2 minutes of the session beginning
    • The student does not respond to a question for 5 minutes and is unresponsive when checked on
  • Once the session has concluded and the student confirms that they don’t have more problems/questions, it is acceptable to end the session before 5 minutes have passed
    • For example, if you have said goodbye to the student and they don’t end the session, end the session manually so you can be rematched.

 

Happy Tutoring!

— Team Yup