FEEDBACK DO’S & DONT’S
It is extremely important that we receive accurate, genuine feedback from the consumers that use our members, ensuring the continued effectiveness of Checkatrade for both our members and their customers. Therefore, all members must adhere to the following feedback procedure.
THE CORRECT PROCEDURE
‘Hand the customer a feedback card at quote stage for them to complete in their own time and post to us’
‘This will give the customer time to check your Checkatrade profile and turn your quote into a job.’
Hand the feedback card to the customer at quote stage and explain the importance of them completing the feedback card for your business in their own time when the work has been completed.
Advise all members of your team of the correct feedback process in place at Checkatrade.
Explain to your customer the importance of them completing their contact details on the feedback card. This is so Checkatrade can contact the customer to verify their feedback. Their details will not be published or passed to third parties.
Send the customer a direct link to your Checkatrade reviews.
Direct the customer to Checkatrade.com to leave feedback online.
Send reminders to your customers about leaving feedback for your business using the members area tool.
Stand over / with the customer whilst they complete feedback, this may put customers under pressure to complete feedback that is not entirely accurate.
Put customers under pressure to complete feedback in your presence.
Ask customers to complete the feedback and hand it back to you / offer to post the feedback card for the customer.
Complete your customers feedback on behalf of the customer under any circumstance by card or online. This includes transferring customer feedback from other review sites to Checkatrade.
Hand the customer your tablet / iPad – mobile – laptop to complete feedback.
Ask the customer to email or write a letter to you with their feedback.
Do not call the customer to obtain feedback over the telephone.
Offer incentives in exchange for positive feedback.
If this procedure is not followed, it may affect your membership with Checkatrade as this is a breach of our code of conduct.
Checkatrade DO NOT:
- Accept feedback that does NOT include a name, identifiable address and a telephone number OR email address
- Accept feedback that relates to any of the above ‘Dont’s’