Comments on: 4 Big Mistakes With Review & Feedback Requests

By: Jim Weix

Jim Weix — Tue, 06 Oct 2020 17:55:30 +0000

Great article! I came across it when searching for “excessive review requests”.
I’m in real estate, so I want good reviews. Unfortunately so does Realtor.com, Zillow, Homes.com, the real estate brokerage firm that I work for, and of course Google.
Did we trash a good idea? Imagine selling or buying a home and getting 5 to 10 requests for reviews.
Today, a guy put a simple bag of salt into the brine tank of my water softener. He does this every month and every month I get a request for a review.

By: Austin Carl

Austin Carl — Tue, 13 Aug 2019 02:37:24 +0000

#2 was my initial mistake when i started my business, the worst part is that it was a customer that told me. he was like “I really like you that’s i replied your survey, but that is too much work in my opinion”. But I person do not like #1, because i believe i am the kind of person that does not like being strong armed. #4 is definitely the best in my opinion if you have a medium – big company and can throe in a few candies.

By: Aaron Weiche

Aaron Weiche — Fri, 05 Apr 2019 12:30:45 +0000

In reply to Rich H..

Hi Rich- Right, my point isn’t that it’s only for reviews, but their not capturing feedback (1st-party reviews) correctly either. If it is a 3rd-arty delivery service, I’d bet that Home Depot uses the survey to keep track of the delivery service experience … so again, not an accurate measure the way it’s being presented. Thanks for weighing in!

By: Rich H.

Rich H. — Fri, 05 Apr 2019 12:01:55 +0000

Great advice Aaron.

Re. example #1, out of all fairness to Home Depot, that appears to be a review solicitation for their internal survey not a Consumer facing review platform. Also, I’ll bet it’s being used by a third-party delivery contractor, or similar.

Still very one-sided, but at least it’s not directing consumers to give 5-star reviews on Yelp, Google or FB!

By: Aaron Weiche

Aaron Weiche — Fri, 05 Apr 2019 03:10:43 +0000

In reply to Jorge Sheffy.

Hey Jorge- Thanks for the comment. I think the flaw in that statement is shrinking the scale to just 2 numbers. You either rate them a 10, or a 0 (every other number to them). I see that the same as saying “Rate us a 10”, but just phrased in the opposite way, “anything less than a perfect score is a zero”. They’re planting in you that only a 10 is acceptable. Honda or the dealership corporate roll out the survey to get honest feedback, then the location uses this phrasing to ensure they score well on it … instead of great service with honest feedback from their customers.

By: Jorge Sheffy

Jorge Sheffy — Fri, 05 Apr 2019 01:29:52 +0000

In response to number 1… Every time I go into the auto dealership for service the final thing they always tell me is this: Honda will call you with a survey, anything less than a perfect score is a 0. They tell me that’s just the way the auto service industry works at dealerships. That’s their internal survey though so as far as I know they’re not agreeing to a terms of service. Hopefully that strategy and mentality doesn’t extend to places like Google My Business.