Ratings and Reviews. How does it work?
The Ratings and Reviews function on the Kimberley City Portal is not to change the Portal into a wall of shame, but rather a feature beneficial to both Business & Consumers.
Consumers need a place where they can voice their grievance when they receive bad service from a Business. A Business needs to know when a Consumer was not satisfied with the service they received. This enables the Business to resolve the problem and avoid having an unhappy consumer giving negative feedback to friends and acquaintances. Service delivery problems can and will happened with all Business/Establishment.. At the end of the day the best place for a Consumer to spend their money is not the place where they think there will be no problems but rather with the business who they know will respond promptly and resolve problems when they do occur.
For Companies who have no interest in proving good, fair service to their clients and would rather make a quick buck at the expense of the client, this may well become a wall of shame.
For Companies who strive to provide excellent service the Ratings & Reviews Feature is a great asset.
AS A CUSTOMER
Report good or bad service from any business listed in the Kimberley Business and Tourism Directory by posting a review / rating directly on the company’s listing. If you wish to rate or review a company not listed, contact us and we will add the company.
Negative reviews: Once we receive feedback from the respective entity or alternatively three business days after the rating / review was submitted we will contact the customer and ask if the problem was resolved to his/her satisfaction and if we can update the review / rating to reflect this.
If we receive no response from the customer within 72 hours the matter will be deemed resolved to the customers satisfaction and so reflected on the review / listing. The customer is kept up to date with any response directly from the supplier.
AS A SUPPLIER / COMPANY / BUSINESS / ESTABLISHMENT
Notification: When a negative review of your business is posted premium members are notified via e-mail & optionally via SMS.
Respond: If you wish to publish a response to the rating (before and/or after consulting with the client), e-mail your response to the Webmaster for publishing. Alternatively the business can use the reply function in the rating system to personally post a reply.
Resolve: You can contact the client to resolve the complaint. Once the complaint has been resolved you notify the Webmaster of the fact. We will contact the customer to confirm this and enquire if we can update the review / rating to reflect their satisfaction on how the matter was resolved. If the customer does not reply within 72 hours the matter will be deemed to have been resolved to the customer’s satisfaction and the review will be updated to reflect this.
The aim of the review/rating system is simple: To increase service levels of business in Kimberley. This is not a platform for vicious slander (which will not be published) but a mechanism to assist the business sector in Kimberley to deliver the service they promise and to help consumers to receive the level of service they deserve.
Fair & Honest: The Kimberley City Portal will always strive to keep Reviews & Ratings fair and honest. Except for slanderous content all Reviews & Ratings will be published. No Ratings or Reviews will be removed simply because someone does not like it.
Privacy: Reviews & Ratings from invalid e-mail accounts or from users who do not respond to communication will be deemed invalid and removed. We prefer users provide their real names but this is not a requirement.
Reviews and Ratings on the Kimberley City Portal is passed through to Google search and will be published in Google Search Results. Placing and display format of the Reviews & Ratings in Google Search will vary from Listing to Listing.
KCP – Ratings & Reviews