At Coachability, we want to reward coaches who consistently provide an excellent experience for customers and help them build successful, long-term coaching relationships. To help us do this fairly and consistently, we monitor a number of areas of coach performance.
1. Response Performance
We monitor how quickly and consistently coaches respond to new customer enquiries. This includes:
- Initial response time
- Response rate
- Responses within 12 hours
- Responses within 24 hours
- Unanswered enquiries
- Any recurring communication concerns raised by customers or Coachability
A single delayed response will not normally be treated as a performance issue. We are primarily interested in patterns of communication and responsiveness.
2. Booking & Reliability
Once a booking has been accepted, customers need to be able to rely on the coach to honour the agreed arrangements. We monitor:
- Bookings accepted and completed
- Coach cancellations
- Coach-requested changes or rescheduling
- Last-minute cancellations
- No-shows
- Refunds resulting from coach-related issues
Genuine illness, emergencies and other circumstances outside a coach's reasonable control will be considered appropriately. Repeated or avoidable cancellations may affect a coach's performance status.
3. Customer Experience
We want customers to have a consistently positive experience through Coachability. We consider:
- Verified customer reviews
- Customer feedback
- Complaints
- Refund requests
- Issues requiring Coachability intervention
- Professional handling of customer concerns
Where an issue is raised, we will consider the circumstances and whether the coach was actually responsible before taking any action.
4. Repeat Bookings & Customer Retention
Successful coaching often results in customers choosing to continue working with the same coach. We therefore monitor:
- First bookings
- Second bookings
- Third bookings
- Fourth and subsequent bookings
- Repeat booking rate
- Average sessions per customer
Repeat bookings are an important indicator of customer satisfaction and the value coaches create for both their customers and Coachability.
5. Enquiry & Booking Performance
We monitor how enquiries progress through the platform, including:
- Enquiries received
- Bookings generated
- Enquiry-to-booking conversion
- Booking acceptance
These figures are considered in context. Conversion rates can be affected by factors such as customer availability, location, pricing, requirements and the suitability of an enquiry, so they are not considered in isolation.
6. Professionalism & Conduct
Coaches are expected to conduct themselves professionally and respectfully at all times. This includes:
- Punctuality
- Professional communication
- Appropriate conduct with customers and players
- Following agreed arrangements
- Maintaining appropriate professional boundaries
- Safeguarding responsibilities
- Cooperating appropriately when concerns are raised
Serious conduct or safeguarding concerns may require immediate action.
7. Coachability Platform Standards
Coaches are expected to follow Coachability's platform requirements, including:
- Using the Coachability booking and payment process correctly
- Keeping profile information accurate
- Maintaining required verification and documentation
- Following Coachability procedures
- Cooperating with customer issues or investigations
- Not attempting to circumvent Coachability's booking or payment process
8. Profile & Coach Quality
We also consider the quality and completeness of a coach's profile, including:
- Verified reviews
- Profile completeness
- Coaching photographs
- Qualifications
- Coaching experience
- Areas covered
- Availability
- Quality and accuracy of profile information
This information can contribute to how coaches are presented and ranked within the Coachability marketplace.
How We Use This Information
These areas are considered together rather than relying on a single metric. Coachability may use this information to:
- Recognise strong-performing coaches
- Increase visibility and opportunities for coaches who consistently meet our standards
- Identify areas where a coach may benefit from improvement
- Place a coach under Performance Review where appropriate
- Adjust enquiry access or marketplace visibility
- Review or change a coach's status
- Take further action where serious or repeated issues arise
Our aim is to reward good coaching and protect the customer experience, while giving coaches a fair opportunity to address issues where improvement is needed.
Performance is assessed in context. We do not expect coaches to be perfect, and an isolated issue will not normally determine a coach's overall performance status.
