We actually had several aims for working with a review partner. On the one hand, we wanted to focus more on internal matters by looking into what customers think is going wrong. On the other hand, the competition was also busy collecting reviews; we couldn't afford to get left behind.
We worked with another review company before, but still made the switch. One reason for this was the fact that The Feedback Company worked on a scale of 1-5 instead of 1-10. Plus, The Feedback Company gives you time to contact the customer when a negative review is written.
Of course, you hope that a customer will reconsider a negative review after you have got in touch with them. In practice, this turns out to be difficult sometimes; but luckily there are enough positive responses out there to contradict the negative ones. There are also a lot of customers who are just pleasantly surprised that you contacted them. Negative reviews are by no means always a bad thing; we aren't afraid of them!
In cases like these, The Feedback Company is always on hand to talk things through, with a personal touch and a quick response. Experience shows that this is definitely not the case everywhere, so it's invaluable to us.
“The Feedback Company is always on hand to talk things through, with a personal touch and a quick response.”