Give us a Review, Feeback, How did we do? etc. from a business

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alisam

829 posts

Ultimate Geek

#317451 16-Oct-2024 15:14

OK, I have never run a business.

What I loathe are the emails businesses send you after they have completed a service. For example, I used a Locksmith Company (recently) and a Roofing Company (perhaps a year or more ago) and they now want my input as to how they did (even the roofing company).

I have done one or two reviews, but lately I have thought. Where is this going to end up? How long will it take me?

So don't bother.

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danfaulknor

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Prodigi

#3298105 16-Oct-2024 15:29

Responses to this question are super valuable for us as a service based business, both the good and the bad (though it's mostly good!!).

Ours is a simple one click smiley face in our email signatures, as well as in the "we solved your issue" ticket email.

Once you click, the response is recorded, even if you don't enter anything into the "tell us more" box.

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floydbloke

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#3298106 16-Oct-2024 15:32

I'm normally a bit of a grumpy old sh*t but I'll happily put up a review, typically on Google, when I have received good service from a local small business, e.g. plumber or heat pump installer.

Big corporates, e.g. banks, insurance companies, hardware retail chains, home appliance retail chains can all get knotted.

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KiwiSurfer

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#3298113 16-Oct-2024 15:52

I never reply or action on emails like these. I got a 'please rate us on google' for a surveyor company recently. I found that company via word of mouth rather than via a google review so not sure why they think that avenue of marking is worth it.

Proper surveys if not too long I may complete -- I do these for airlines especially if I had a poor experience.

The only good outcome I had was when I was pissed off at Kiwibank for mucking me around for weeks with a complex mortgage application -- gave them 1/10 feedback on a random survey they sent out after an email on an unrelated matter. A manager contacted me the very next morning. To their credit that manager picked up the case and understood what was needed and sorted all the issues out the very next day. So some companies do react to them -- but perhaps only the bad feednacl.

A lot of these have "you go in the draw to win a voucher" but I never seem to win. Is that a real thing or just a hollow carrot?

alisam

829 posts

Ultimate Geek

#3298114 16-Oct-2024 15:53

danfaulknor:

Responses to this question are super valuable for us as a service based business, both the good and the bad (though it's mostly good!!).

Ours is a simple one click smiley face in our email signatures, as well as in the "we solved your issue" ticket email.

Once you click, the response is recorded, even if you don't enter anything into the "tell us more" box.

In the case of the Locksmith it was a choice of something like 'Good' or 'Not so good' (bad?). I clicked good and didn't add any notes. But a couple of days later there was an email basically saying thanks for your feedback, but can you leave us a review. Which I did, but probably won't do again.

shrub

775 posts

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#3298123 16-Oct-2024 16:18

I've been on the other end of this where corporate wants as much information as possible on customers. Feedback is just another way on getting a vibe on customer experience and satisfaction.

Major flaw in NZ is most are rating from 1 to 5. NZ people like to give 4 out of 5. or happy face not the Grinning face.

Rating of 1-4 is all the same result of 0%. So if you get 4 responses and 3 customers give a 4 and one a 5 then its 25% satisfaction. Looks really bad but there is also nothing wrong. Corporate just see the 25% and start slapping walls.

sir1963

3260 posts

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#3298166 16-Oct-2024 18:20

If they wish to pay me for my time and effort, then I will help.

If they wish to get something from me for free, they can sod off.

I now tend to buy from companies that dont annoy me with this garbage.

tweake

2391 posts

Uber Geek

#3298189 16-Oct-2024 19:20

reviews are a good thing. however issues i've had/seen, one is when the company argues back or makes bs excuses. the other is dumb people posting stupid stuff, like using a product to do something else its not meant for and complaining it doesn't work.

the other thing with reviews it helps give them a way in to retain a customer. like the above comment with a mortgage. i had similar thing back with old telecom asking why i had switched companies, which was due to them blocking the phone because a cheque got lost in the mail and i wasn't even a month overdue.

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msukiwi

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#3298192 16-Oct-2024 19:33

Worst is when a Company emails you for a review and the goods haven't even arrived!

freitasm

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#3298247 16-Oct-2024 20:15

I don't usually write reviews (Google or otherwise) but I do click on NPS surveys (those a "On a scale of 1 to 10, would you recommend us to a friend?" type of question).

I do those because some companies use the Net Promoter Score as a benchmark and some will try to better their services so that the NPS can go higher and this is something I can get behind.

sir1963

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#3298254 16-Oct-2024 20:29

msukiwi:

Worst is when a Company emails you for a review and the goods haven't even arrived!

And those who ask you multiple times, not doing a review is also a valid option !

kotuku4

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#3298264 16-Oct-2024 20:35

I was told by bank staff that the feedback is used as part of their performance reviews. But I don't like wasting my time on reviews and surveys.

michaelmurfy

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#3298280 16-Oct-2024 21:10

Quic have a simple "How are we doing? Tell us!" link at the bottom of their invoice emails that if clicked allows you to provide a rating and feedback. Non intrusive, and you only do it if you want to. I see it as a very good way to get feedback.

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elpenguino

3421 posts

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#3298476 17-Oct-2024 11:53

If I answered every request for a survey or rating I wouldn't have time for important stuff ..... like posting on geekzone.

I tend to answer if I have something to say whether that's grumpy face or an especially smiley face, or something constructive to add. But often, nah, delete.

A while ago , I answered a survey for a pet food supplier . I was generally happy but suggested they could have more choices for the timing between shipments. Blow me down, my phone rang about 2 minutes later with an offer to make a manual adjustment to my schedule. Now that's service.

Most of the posters in this thread are just like chimpanzees on MDMA, full of feelings of bonhomie, joy, and optimism. Fred99 8/4/21