I have just been doing the regular trawl of Review Centre for Momentum Coach Hire (a sister company to coachcompare.com and not as some people think some hidden link) to respond to genuine customer complaints and get the spam posted by competitors removed.
Now Review Centre are great and always handle issues we have really well ... they offer to pass on our details and we also respond to all reviews asking people to contact us directly.
We have been doing this for about six months now and I have had two responses from customers.
I have noticed that you need to submit proof of booking before submitting reviews to Trip Advisor these days and this is a big step forward.
Customers want to make informed decisions but if they were to look at some of the reviews on Review Centre they would think we are a bunch of crooks.
We ask all customers what they think of us on every trip we do. This has resulted in an overall rating of 4.05 out of 5 for the Momentum network. Out of the last 40,000 trips we have a customer dissatisfaction level of 1.6%. Or more importantly a customer satisfaction level of 98.4%. We have taken the unprecedented step of publishing all complaints warts and all on two website www.momentumcoachhirereviews.com and our sister website www.coachcompare.com (which shows reviews of individual coach companies). We show all adverse rating scores and only modify the ratings for the libellous or personal comments. It should also be noted you can only publish ratings if you have actually had a trip. 94.8% on time and satisfied – please take note airline industry.
So let's put the issues into context - a sample of 1.6% of customers have issues and I would actually say it is only the occasional individual (or competitor) complaining from this 1.6% it does not really give an insight into the company.
That is why coachcompare.com gives customers an insight into good and bad reviews from a wide range of customers - they can make informed decisions and not be swayed by the noisy minority.
