Reviews Really Rule
October 2nd, 2007 • Posted by Andrea Feucht • Permalink
When running a business, getting feedback from your customers on how they perceive your company is critical. Do they appreciate the value you provide? Is buying from you a fun experience? You can always ask people directly, but that can be awkward or time-consuming.
SpaBoom has now added a new feature that allows you to collect this kind of information about your clients' Instant Gift Certificate purchase experience, and by extension, their opinion of how well they were able to use your website overall.
Any time someone buys an Instant Gift Certificate from you, they will see this extra section on the post-purchase screen:
Submitting a review is completely optional – they can end their transaction immediately, or click on a button to purchase another Instant Gift Certificate. If choosing to provide a review, they can select a rating of one star through five stars, and also leave a comment detailing their experience. Once submitting , they are again taken to a screen thanking them and allowing any additional purchases.
For your business, a new SpaBoom account report has been added to list all of your clients' reviews so you can see how things are going, and also to address any problems that the might have encountered. When you login to your account, you'll see a new item in the Today screen mentioning that you have new Reviews. You can view them by clicking on that link, or through the main Reports screen.
From the Reports tab, click on "Reviews" on the left side of the screen, to see this view:
You can sort by any of the columns, see the average rating at the bottom, and even click on the client's name to view their record.
We hope this will be a useful tool for you to keep in touch with your customers' attitudes and feedback for the services you offer, both through SpaBoom as well as your overall website design and functionality. Please let us know if you have questions about Reviews, or any other suggestions for great new features we can add in the future.
• Trackback • Posted in Spa Business Management, SpaBoom New Features, Tutorials
Hi Guys,
I love the new "Review" addition. In everything we do, I try to encourage my guests to share their experience with me (good or bad). 95% of our reviews are good but I go out of my way to personally contact and "thank" the bad reviewers explaining to them that "it is only because they took the time to write what a bad time they had, that allows me to keep an eye on what is happening when I may not be looking." 99% of the "bad reviewers" come back and remain loyal customers. Of course, there are still one or two people that are just plain wrong and in those rare instances, I don't mind telling them exactly that. Keep up the good work!
Best, Eva
http://www.esspa.com
Is there a menu link they can click on to leave a review even if they don't purchase an online gift certificate? If they book an appointment online and receive their service, could they go back and leave a review later?
So glad you added this. Reviews sell! Thank You!
While the concept is great, on two different occasions, the person purchasing the GC is not aware of exactly what they are reviewing. It only states "Please take a minute and review your experience with us." Unfortunately, the person reviewing does not know what he or she is reviewing. Is it the website (clarity/ease of use) or if they liked the way the system works… what are we looking for them to review. From the example given, the person doing the review uses the spa they are reviewing. In reality, the person buying an online GC is someone who does not even know the spa and has found it through the internet… and most probably lives in a different city or state.
In the two reviews we have received that didn't give us the top rating, they were both gentlemen who were rating the services the spa offers and whether or not they will be up to par. One also included a statement on waiting to see. He gave one star. Neither he nor the person receiving the GC had ever been to the spa and apparently he was not going to give any type of a good rating until services were rendered. That mentality hurts the averages.
I would like to ask that you review the statement you ask and possibly refine it to include more direction on what they are to reviewing. I agree with reviewing the site and the ease of using it however most are in the dark to review anything with the services. With more direction, it will alleviate any mixup as to what you are asking them for.
Thanks for the opportunity to express my thoughts.
I like the review section, but my sister and I who own the business take in reviews from comment cards given to people as they leave from a massage session. We would like a way to insert those comments with their names manually without having to insert their email and password each time. Its just too time consuming to do. Could someone insert an add-on in the administration side of spaboom to where we could add them ourselves. Also, if someone goes wacko on the review and types profanity, theres no quick way to get rid of that or prevent it from being seen. The only thing I can see now is how to re-sort the posts according to person or email etc. It doesn't help us much. Overall though the rest of the site should be a great boost to customer sales over our previous website. Thanks for your ears.
Hi Jonathan,
Great idea on making it easy to add reviews. Note that in Reports, Reviews you can choose reviews to highlight and hide inappropriate reviews.
Thanks!
–Bill