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I have received a critical review. What is my next step?

Solution

How can I resolve this?/Our answer:

All reviews received by Feedback Company are evaluated. Positive reviews are approved and will be published online directly. In the unlikely event that you receive a critical review, this review will be put ‘on hold’ for 7 days. This gives your customer service the opportunity to contact the reviewer.
After contacting them, you have the following options:

  1. The reviewer agrees to amend the review. In that case, you can send a new invite to the reviewer and the old review is automatically overwritten.
  2. You don’t agree with the reviewer and can prove that the review is unfounded and unjustified. Feedback Company will retain the evidence and can remove the review.
  3. The review is not eligible for deletion. In that case, it is up to your customer service to work its magic! For example, add the company’s response, addressing and resolving the complaint.
  4. The reviewer gives their permission to delete the review. You just need to have written confirmation from the reviewer for us to delete the review.

Critical reviews can work to your advantage, if dealt with properly. This boosts trust in the other reviews! Not only does the reviewer feel that they’ve been taken seriously, but other (potential) customers can see that you deal with complaints properly and take feedback on board.

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