Company Report + Satisfaction Survey

YUP COMPANY REPORT

Recently we’ve had a number of tutors express interest in learning more about Yup’s growth and evolution as a company. To ensure the whole tutor team is kept in the know with the business side of Yup, along with our broader vision and values, we put together the following company report just for the tutor team:


 

TUTOR SATISFACTION SURVEY

Results from October Survey

Thank you to everyone who participated in last month’s survey! Here are the tutor response averages from our key survey questions:

While the Operations Team is proud of our overall positive community feedback, we do recognize there are areas for growth and strive to continue improving. Your valuable feedback is the key to that growth!

November Survey

This month’s survey will ask for thoughts on tutor dashboard bugs. How often are you experiencing bugs? Where are you encountering bugs most frequently? Take the survey to let us know:

 

> > November Tutor Satisfaction Survey < <

 

Have a great week!

— Team Yup

Outstanding Student Feedback + Daylight Savings

NEW: Outstanding Student Feedback Award

The school season is in full swing and the Yup Team has been seeing some fantastic positive feedback from students! Starting this week, we are launching the Outstanding Student Feedback Award to celebrate our tutors who make students’ Yup experiences awesome.

This award will be given to tutors who conduct sessions that elicit outstanding written feedback from students. The Yup team will recognize recipients in a newsfeed post along with a $75 bonus included in their next payment. To be eligible for this award you must also demonstrate outstanding overall performance including a strong composite score and overall student ratings – as such, earning it is a special and challenging achievement!

Our First Winner

Congratulations to Usharani PV for earning the Outstanding Student Feedback Award! Some of Usha’s exceptional student feedback comments include:

  • “Thank you so much, Ms. PV! 🙂 You’ve legitimately SAVED me on numerous occasions and always made me feel like I could freely ask you anything without judgment! You’re always willing to take multiple steps back to fill in knowledge gaps, and help me understand the concepts, rather than just giving me the answers. You’re so nice, and you’re honestly one of the many people who have influenced me to become a tutor (Algebra 1 and Physics) at my school! Thanks for EVERYTHING, and remember that you’ve certainly changed at least one student’s life! :)”
  • “You worked with me twice today, and I learned so much both times. You took so much time out of your day to help me, and I appreciate that. The concepts are definitely more clear and I’m so grateful for your assistance! Thanks again :)”
  • “Ms. Usha, thank you so much for the help today! You ensured that I understood the concepts, and when I didn’t understand them, you helped me. Despite my slow pace, you taught me step by step, and you even explicated the steps through an example problem. Thanks again for your time and help :)”

Way to go Usha! ⭐


UPCOMING DAYLIGHT SAVINGS

On Sunday, November 4th we will be observing Daylight Savings in America. If you reside in an area that doesn’tobserve Daylight Saving Time, we will be reaching out via email in the coming days with important instructions about how this will affect your Yup shifts.

Have a great weekend!

— Team Yup

New Resource + Dashboard Bugs

RUBRIC STANDARD INFOGRAPHICS

Earlier this year, we introduced a flowchart-style infographic to guide tutors through the Gap Clarification Phase, as measured by Rubric Standard 1.1. This week, we are excited to introduce similar, infographic-style visual aids to clarify every standard on Yup’s tutor rubric.

These resources aim to break down the best practices for each standard in ways that are easy to reference and understand. In addition to providing tips and suggestions for earning the rubric point(s), they will also guide you through common situations that may arise in a session.

Click image to launch in a new tab

These resources can also be found within our Yup Teaching Standards document on their respective rubric standard slides.


DASHBOARD BUGS

As the Engineering Team continues to diagnose and tackle Tutor Dashboard issues, it is now more important than ever to report any bugs you are experiencing during a shift. The most helpful way to report these bugs is to share a screenshot of the error messages in Chrome’s Developer Console so we can pass these on to the engineers.

To open the dev console, follow the path below in Chrome:

Chrome settings > More tools > Developer tools > Console

Note: We want to capture specifically the error messages listed in the console. You can click the “Default levels” drop-down menu and select only the “Errors” option to see just error messages.

To see the dev console, go to Chrome settings > More tools > Developer tools > Console

Once you have captured the error messages, please share the image(s) in the Slack #system-issues channel along with a description of the issue you experienced. For urgent errors that prevent you from teaching, please also share this information with us at tutor.support@yup.com.

Thanks in advance for your help, and for your patience and understanding with these issues!

— Team Yup

New: Yup Tutor Expectations + Reminders

QUICK REMINDERS

If you haven’t already done so, please take the October Tutor Satisfaction Survey and the Tutor Bio Questionnaire before the end of the week. (See our previous post for more information about Tutor Bios.)

NEW POLICY FORMAT: TUTOR EXPECTATIONS

Starting next Monday, October 15th, we will be putting an updated policy overview into effect: Yup Tutor Expectations. These guidelines aim to shift focus away from negative behaviors tutors should avoid and towards ideal, positive tutor behaviors. We will still be assessing your performance in the areas mentioned, however with less rigidity, instead focusing on a tutor’s overall ability to meet Yup expectations.

We hope this change will convey the good faith we have in tutors to use their best judgement when making professional decisions. However, it is important to note that an inability to meet the expectations set forth in this document may place your contract at risk.

Yup Tutor Expectations will go into effect Monday, October 15th.

Please let us know what questions you have about this update and have a wonderful weekend!

— Team Yup

Dashboard Bug Update + Tutor Biographies

⚠ URGENT: TUTOR DASHBOARD TIP ⚠

If you are waiting for an incoming request during a shift, it is extremely vital that you are waiting on the ‘Live Sessions’ page at yup.com/tutor_dashboard/waiting_room rather than the ‘Dashboard’ page yup.com/tutor_dashboard/.

Select “Live Sessions” from the drop down menu to ensure you can receiving incoming requests.

Waiting on the Dashboard page during a shift means you may not receive incoming session notifications. It also means you will have to navigate back to the Live Sessions page after receiving the notification in order to see the Claim button.

Stay on the Live Sessions page during your entire shift to avoid passing sessions.

While we do encourage you to frequently check your workbook and completed sessions on the Dashboard page, until a fix for this is released in the coming days it is important to stay on the Live Sessions page throughout the duration of your shift. Note that your workbook is accessible from link at the top of the Dashboard page.



TUTOR BIOGRAPHY QUESTIONNAIRE

We are currently working on a new feature that will help tutors and students build rapport throughout their sessions. After interviewing in-person tutors, we found that they often share fun information about themselves to create a connection with a student. Our new tutor bios with fun personal facts will allow students to learn more about you, creating a more comfortable learning environment.

Please complete the following questionnaire by Sunday, October 14th – this should take no more than 5 minutes. (If you are unable to do so, we will create biography answers for you 🙂.)

UPDATE YOUR TUTOR BIO    

Happy tutoring!

— Team Yup