Word of mouth can be the most powerful way of getting your brand out there! It is, however, important to know whether the public's view of you is a positive or negative one!
By using customer reviews and your Net Promoter Score, you can receive constructive feedback and hear all of the wonderful things that customers have to say about your classes.
So, how can members leave reviews for my classes or business?
Customers are sent an email inviting them to leave a review at random after attending an activity! Unfortunately, this means that not all Movers who attend your class will be able to leave a review for you but we always encourage partners to invite Movers to review services on their private platforms such as Facebook pages, websites and google!
Encouraging customers to review on Facebook also means that they can follow your activity on social media where they can get updates on your classes, events and get to know you and your business better!
If your customers have been asked to leave a review on the MoveGB platform, you can find these on your Partner Portal, under the "Customer Reviews" tab.
How does the review system work?
Customers are randomly chosen to review partners after attending a class. Movers are asked to score their experience at your class on a 0-10 scale.
This will give you a star rating out of 5, and a total score out of 10. The score out of 10 will tell you if the customer is a Promoter, Passive, or Detractor.
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
How do I respond to feedback?
At the moment, there isn't a way of responding to feedback through your Partner Portal, but if there is a piece of feedback that you'd like to discuss please contact our Support Team on 0345 519 6626.
We will do our best to aid any communication between yourself and the customer.