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

I've spent the last 10 years planning, mapping & reimagining the processes of hundreds of SMBs. Whether the goal is more money, more time, more clarity or more customer smiles, my insightful process is worth every minute for my successful clients.
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By Rich Peterson

About

For the past 10 years, we’ve worked with hundreds of clients and tens of thousands of students to help them get a clear picture of how to systemise their business. We’re not fans of spam, cheap mass-marketing tactics or automating your business to within an inch of it’s life. We are fans of a customer experience where humans deal with humans, skills are appreciated, personality is maintained and where clients get more value than they expected. We’re also fans of automating any process that doesn’t deliver client-facing value in a simple, easy-to-maintain way.

In a nutshell, we provide advice, implementation support & training to small to medium, service-based businesses to help them deliver a better customer experience & a more automated workflow. Everyone on the same page, moving in the same direction with a clear picture of who does what.
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