There has been a lot in the media this week regarding an online estate agent that has been accused of faking reviews on one review site and of attempting to remove bad reviews from another.
In this day and age more and more people are turning to the Internet to buy their products and services. One way they select which company to give their business too over another is from the customer feedback reviews.
For example, I recently wanted to book a restaurant for a family celebration, I had heard about one I thought would suit our requirements, but upon reading the reviews I felt it may be a disappointment and went with my second choice instead.
For businesses, having favorable reviews is important, and this is where some shady practices have come into play and not just with estate agents, but across the board.
To gain business, some companies ask their staff or friends to give a five star review, others pay or offer incentives for positive feedback. Conversely, business can be lost due to a series of one star reviews made by is disgruntled customer or competitor.
This type of practice isn’t helpful to anyone, customers want to know why a 5 star (or any star rating for that matter) has been left on platforms such as Facebook or Trip Advisor, and they want to know that the author had a genuine experience to feedback on.
In response sites such as Feefo and Trust Pilot began to become a trusted source of genuine feedback experiences. In general, businesses pay a subscription to the review site, and can only email customers after a genuine sale. The number of reviews builds slowly, but reflects true customer experiences. Low star reviews cannot be removed or edited, but the company has the chance to respond to any negative review and attempt to resolve the issue.
So, it is re-assuring to read this week that when a larger company tried to manipulate their feedback that the review sites were quick to respond.
I’ve already mentioned that underhanded use of the feedback system isn’t something that is only practiced by estate agents, but in estate agency positive feedback is especially important.
At Saxon Shore, by far our largest source of business (currently over 21%) is from personal recommendation. It is really important to us that prospective clients not only get to read favorable reviews, but also, that these reviews are genuine. This is why we have taken the decision to sign up with Feefo in addition to our fantastic five star Facebook reviews.
We hope that prospective clients will be secure in the knowledge that with Saxon Shore they are dealing with a family business that holds traditional values and customer service at the very core of it’s business, and that our customers have had a positive experience by choosing to use us.
Call us today for a free, no obligation market appraisal and find out how we earn our gold stars