How To Choose The Right Customer Review Management Service

by on February 15, 2014 · 0 comments

Fellow Local Search geek Andrew Shotland wrote an article in SearchEngineLand to help people choose the right Customer Review Management Service – 10 Questions to Ask Your Customer Review Management Service Vendor

In the article, he poses 10 great questions to ask your prospective review management service.

GetFiveStars Logo

Mike Blumenthal and I launched a system to help business owners get feedback and online reviews from their customers called GetFiveStars. So I wanted to answer those questions for GetFiveStars. Here are Andrew’s questions, with my responses below.

10 Questions to Ask Your Customer Review Management Service Vendor

1. Do you syndicate content? If so, where?

GetFiveStars does not syndicate your review content. It captures feedback from your customers that can be used on your website, and encourages your happy customers to leave you online reviews on sites like Google, Yelp, Yahoo, Facebook and others by making it easy for them.

This approach provides unique, non duplicated content in the form of testimonials and reviews that the search engines love.

2. How will you help me with negative reviews?

By first asking your customers for feedback immediately after their visit, you will find out if they had a less-than-positive experience and get a chance to resolve the situation *before* they go and leave you a negative review on Yelp or Google. Most customers just want to be listened to, and if you show that you want to hear their feedback and are willing to work with them, most negative reviews can be avoided.

3. How many different ways will you offer to help capture reviews?

We advocate a “feedback first” approach. This feedback provides valuable insights on how your customers perceive your business. Feedback in GetFiveStars uses the Net Promoter Score (NPS) so that you have a single measure for the health of your business and customer relationships at all times.

GetFiveStars Feedback Method

If the feedback is positive, direct links to the online review services of your choice are provided to make it easy for your customer to leave you a review online at popular services like Google, Yahoo, Yelp and many others.

If the feedback is negative, the system alerts you (the business owner) via email so you can follow up to address any customer issues, and avoid negative reviews online.

4. Do you believe in your product enough to make your contracts month-to-month?

Yes. GetFiveStars is billed month-to-month based on how many businesses you are managing. We don’t require any up-front contracts, and you can cancel at any time. You can take your testimonials with you too.

Our goal is to provide you a top-notch customer experience, and provide so much value that you will want to refer us to your friends. (Yes, we ask for your feedback after you’ve had a chance to see how it works for you, and we act on it!)

5. If I cancel my contract, are all my reviews removed?

You can download all of your testimonials and reviews from the system at any time. The reviews that customers leave on Google+, Yelp, Yahoo, CitySearch, etc. as a result of your usage of the system remain on those sites of course.

6. Are you one of the “bad actors”?

(Meaning do you do fake reviews)
No way. Fake reviews don’t help anyone, and they can be dangerous. GetFiveStars only collects feedback from actual customers, and we have many safeguards built into the system to make sure it is not used inappropriately.

7. Can you automate the review request process so I don’t have to input any data?

Yes. We have an automatic mode that will trickle out feedback requests every day, helping you build a natural profile of reviews over time. We also have various point-of-sale integration options so that you can include the feedback request in the system you already use to follow up with your customers if desired.

8. Will you help me get reviews in all of the places that matter to me like Google, Yelp, etc.?

Yes. In addition to capturing feedback and testimonials from your customers, we present them with direct links to the review sites that matter to your business. Right now we have options for Google+, Yahoo, Citysearch, Yelp, Facebook, Insider Pages, Healthgrades, Vitals, Foursquare, TripAdvisor, Avvo, DexKnows, YellowPages.com, Homestars, N49.ca, WebLocal.ca, YellowPages.ca, BedandBreakfast.com, Better Business Bureau, Manta, Superpages.com, Merchant Circle, Twitter and Amazon. If something is missing for your industry let us know and we will add it.

GetFiveStars Online Review Links

Online Review Links on thank you page

9. Can I manage multiple locations from one dashboard?

Yes. GetFiveStars has a Business Dashboard that allows you to manage multiple businesses and see how each of them is doing at a glance. From there, you can drill down into any of the businesses you manage to take control of their Customer Dashboard.

GetFiveStars Business Dashboard

GetFiveStars Business Dashboard

10. Do you have a mobile or a kiosk option so I can collect reviews in person/on-site?

GetFiveStars is fully responsive and works on any mobile device. We spent a LOT of time getting this right, and the result is that you can access your customer dashboard from your iPhone, add new customers instantly, ask for feedback from your customers while they are using their mobile device, etc. Everything in the system looks great on mobile phones and tablets.

GetFiveStars Mobile Screenshot

Responsive mobile interface

Bonus Questions:

  • How easy is it for customers to use?
    All you have to do is add an email address, and we do the rest. When a customer leaves you feedback, you get notified by email and can take action right from your mobile device.

  • Does the service provide tracking for all customer comments across the web?
    GetFiveStars monitors online reviews on popular services like Google, Yahoo, Citysearch and Yelp, and will notify you if new reviews are left on those sites. We are adding more services regularly

  • Does the service provide actionable insights to help me improve my business?
    We provide an online review monitor dashboard, customer feedback report, and multi-location reporting. Reports can be emailed on a weekly basis as well.

    Online Reviews Report

    GetFiveStars Online Reviews Report

  • How does the service integrate with my daily workflow?
    There are several options – we’ve made it easy to simply import your customer list, and let us do the work of following up with them. You can also add customers from your mobile device.

    We have various integrations with your point-of-sale systems as well, including a special URL that you can use in any email to bring people to your feedback page.

  • Will I be alerted when I need to take action on something?
    Yes, the system alerts the business owner when negative or positive feedback is received, and when new online reviews appear, as well as various weekly and monthly reports (which are optional – if you don’t want to get those emails you don’t have to).

  • How much?
    $29.95/month per business.

    Here’s our volume pricing table:

    GetFiveStars volume pricing table

    GetFiveStars volume pricing table

Free Trial

We have a 15-day free trial so you can check it out before committing. Give it a try and let me know what you think!

==> GetFiveStars 15-day Free Trial (no credit card required)

If I missed any questions you have, let me know in the comments below.

Article by »

Don is an entrepreneur based in Silicon Valley. He founded Expand2Web and is the publisher of the Expand2Web Blog, and the GetFiveStars Customer Feedback and Reviews service.

Don has written 313 articles on Expand2Web

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