Enter your customers' details and we’ll email them a request to review your business.

*IMPORTANT: We do not store these details or use them for marketing purposes

Congratulations on having your business reviewed on Word of Mouth!

Whether you’ve received a positive or a not-so-positive review, we’ve put together some guidelines on how best to respond.

Received a Positive Review?

Fantastic, you’re on your way to accelerating your reputation.

• Post a public comment on the review, thanking the reviewer for their feedback and clarifying your service for other users. Make sure you state that you’re the business owner—it shows you really care.
• Also see cost guides for more tips.

Received a Negative Review?

Don’t take it to heart, it’s only one review! Everyone understands that things go wrong for even the best businesses. And individuals can have different expectations—what’s great service for one person can be awful for another.

• One negative review on its own may not look great, however if you have other good reviews, these will offset any negative feedback (and in fact the negative review can actually add credibility to your positive reviews). Encourage your other customers to review your business. You can mention Word of Mouth directly to your customers, send them an email with a link to your Word of Mouth listing, or if you join Happy Customers Program, we’ll send you as many “Review-this-Business Flyers” as you need. These explain that you’re a business that cares about customer service and gives easy instructions on how to post a review.
• Post a public comment on the review explaining your side of the story. Don’t lash out at the feedback (you’ll only sound bitter) and do disclose that you’re the business owner.
• Businesses that join Word of Mouth’s Happy Customers Program also benefit from our Problem Resolution Process. We understand that even the best businesses experience problems from time to time. Misunderstandings happen, things go wrong, and people make mistakes. What’s important is that they are resolved. But if customers don’t tell you they’re unhappy, it’s very difficult to fix the problem. Which is where the Problem Resolution Process comes in. If a customer submits a unfavourable review (less than 3 out of 5), we let the customer know that the business is part of this program and explain their dedication to providing good service. We then give the customer the option of either:
  • allowing Word of Mouth to pass their contact details onto the business so that the business can get in touch and attempt to resolve the issue, or
  • liaising with the business anonymously through Word of Mouth to resolve the issue, or
  • for cases where the customer feels they have pursued all angles with the business, they can still post their review.

Think a Review is Dubious?

• If you doubt that a review is from a real customer of yours, or believe the facts to be misrepresented, you can Flag the review (there’s a link under each review). Explain the reason for your suspicions and the Word of Mouth team will investigate by contacting the reviewer directly. If we cannot contact the reviewer within a reasonable timeframe, the review will be removed.