Last updated: 10th Jan 2019
Positive reviews are your best friend on ServiceSeeking, so it’s important to know how they work and what procedures to follow when you’re unsatisfied with a customer’s feedback. On the other hand, ServiceSeeking is a democratic platform so we also give customers the right to report a business if they have a negative experience. Here’s a rundown of everything you need to know:
How to Get a Review
Just completed a job? You can prompt the customer to review your business with just a couple of clicks. Go to Quotes and search for the job using the customer’s name, suburb or other unique info in the job description. Click Get Feedback and follow the prompts to send the customer an email asking for a review of your work.
Is the Get Feedback button disabled? Come back when the quoting period is over, or make sure you’re looking at the customer whose work you did. If the customer marked someone else as the winning business, you won’t be able to request a review without contacting the customer directly.
Internal Reviews: How Star Rating Works
When you send a quote and complete a job for a customer, they have the option to leave you a star rating.
- If a customer leaves you 3 to 5 stars they have the option to leave a comment OR they can leave this section blank.
- If a customer leaves you 2 stars and below they must provide feedback on how your business could improve its services (Timeliness, communication, professionalism etc.). This feedback is published on your business profile. They also have the option to leave comments.
Testimonials are recommendations made by people who aren’t members of ServiceSeeking.com.au. Each business can source and manage their own Testimonials and can decide which Testimonials to publish on their Profile. Because Testimonials are not from ServiceSeeking.com.au customers, they do not contribute to a business’ star rating and are shown in the About Us section of a business’ Profile, rather than with Reviews.
How to Dispute a Review
Once a negative review is approved, ServiceSeeking will send you an automated email to ‘Have Your Say’. You can reply to this email with your side of the story and if appropriate, provide us with any proof/documentation that the comment is false. Our team will then review the customer’s comment and decide whether it should be removed from your business profile.
What Happens If A Customer Wants to Complain?
Once a customer posts negative feedback, ServiceSeeking will automatically send then an email confirming that their review is approved. If they need further help or would like to lodge a complaint against your business, they can reply to this email for our team to follow up.
Our authority as a website is limited, and we can’t force businesses to complete the job or process refunds. We can choose who we allow on the site (by banning users), but can can’t take any legal action on behalf of businesses or customers.
If you have a complaint that you would like to take further, we strongly recommend getting in touch with your local court (Fair Trading or Consumer Affairs)
Conditions of Use:
Customer Support & Complaints Policy
Service Seeking make a considerable investment in staff and technology to help answer customer support questions and respond to complaints. Our staff will endeavour to process questions or complaints from registered users of the website according to the following policy:
- Service Seeking will attempt to resolve any customer complaints and answer any questions within 1 business day of the first contact made by a customer by email to firstname.lastname@example.org
- All complaints and enquiries are logged and managed by the Service Seeking Customer Relationship Management software.
- Technical complaints or product development suggestions will be considered for future software upgrades. Your suggestions may not result in changes to the software or Service Seeking business practices.
- All other complaints are reviewed by Service Seeking customer support representatives and may be escalated to a manager for resolution if required.
- Service Seeking reserves the right not to respond to customer support questions or complaints that offend Service Seeking employees or agents.
- Service Seeking reserves the right not to respond to questions or complaints made by individuals who, in the opinion of Service Seeking, are not current users of the website, or have been suspended from using the website.
Dispute Resolution Policy
Service Seeking will use reasonable endeavours to mediate any dispute concerning the use by parties of the website.
Disputes in relation to the actual services carried out by a business or any other issue will be referred, where appropriate, to external dispute resolution services or authorities.
Suspension and Termination of Business User Accounts
Business users of the website may have their access to the website and Service Seeking services suspended for any length of time for any breach of the Terms and Conditions, as well as, but not limited to, any of the following reasons:
- providing false or inaccurate information during business registration or when quoting on the website;
- providing false or inaccurate information to Service Seeking employees or agents;
- receiving in aggregate more than 2 negative feedback ratings or complaints from other website users in relation to services contracted by the users who initiate the negative feedback or complaint (2 strikes and you’re out policy);
- acting as an agent of another business or individual who is not a current paying business member of the website without the written approval of Service Seeking; and,
- submitting quotes via any means to any other person or entity for work that the business user is not qualified, or licenced to perform.