Results: Doubled online reviews

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How easy is it to double the number of online reviews your business has? Not as hard as you’d think when you fix the leaky bucket that is the current process for most businesses.

For one of our clients, they’d been using a NPS survey to monitor their key staff and how well they were serving their clients.

This process was broken for a few reasons:

  • Asking at the wrong time
  • Not capturing feedback from the 1-2 ratings and the 9-10 ratings
  • Leaving their clients on a blank Survey Monkey screen upon completion
  • No incentive

We fixed the process by:

  • Asking for feedback at the right time via email or SMS (dependant on the client)
  • Stating the length of time to complete survey
  • Offering a monthly prize draw as the incentive to bump up participation
  • Creating a short link to the survey
  • Adding an online review request for people who rated the business 7+ out of 10
  • Asking for detailed feedback for all reviews less than 3 out of 10

This process fixed their leaky bucket and dramatically increased the number of people who left feedback.

About the author

Rich Peterson

Founder of Generous Work. Heads up the service design, software advice and process automation side of the business. Get in contact.

By Rich Peterson

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