Frequently Asked Questions
Why are good online reviews important?
Well, take a look at some quick statistics:
- 55% of Internet users look at other people's reviews.
- 82% of Internet users trust customer reviews over expert reviews
- 50% of ALL internet users over the age of 18 have left a review online
- Customers are actually willing to pay more for companies who have excellent reviews
- 78% of Internet users believe reviews are the most credible form of advertising
If you want to learn more about reviews and ORM in general, please read our white paper.
How does 123ORM.com work? How can you help me improve my business reviews?
To use 123ORM.com, you collect email addresses from your new customers and enter them periodically into your account on 123ORM.com. We will then email your customers a quick survey to figure out if they were satisfied with the services you provided them or not, and follow up with them a few days later a second time if they do not respond.
When they do respond, the unhappy ones get asked to send you their feedback privately, whilst the happy ones get asked to review your business in public where other people can read about it.
You can also check a report showing you all responses collected when you login to your account, including which customers were satisfied and which ones were not, which customers have yet to respond, and any feedback collected from unhappy customers.
Which sites will my customers be asked to review my business on?
When setting up your account on 123ORM.com, you can choose up to three websites at any time that you'd like customers to review you on (you can edit these at any time also if you wish). You need to enter at least one such website. Different kinds of businesses usually find that different websites are important to them as far as reviews are concerned. For example, for a restauant key websites might be Yelp, Google Maps, and Facebook. For a doctor's practice, it might be websites like Healthgrades, WebMD, and Vitals.com. The choice of websites is entirely up to you. If your reviews on a particular website are particularly poor, you may wish to focus on improving the reviews on that website first.
When we send out customer surveys, each customer satisfied with your business will be asked to review you on one of the sites you've chosen. If you enter more than one website, we'll rotate the website offered to each customers amongst them.
Won't my unhappy customers leave a bad review for me anyway?
Most of the time unhappy customers just want to be heard and reassured that somebody's taking their concerns seriously. We recommend you reply to their feedback in person if they fill out our feedback form, and pledge to them that you are listening to what they have to say. You could also do things like getting back to the unhappy customer with a coupon or special offer. In many cases this resolves the problem, and you end up with constructive feedback instead of a bad review.
Avoiding a bad review is awesome, but the constructive feedback from our tool is usually extremely useful too. You now have a channel to self audit and potentially learn about problems you never knew you had. For example, if you run a restaurant and Server A never gets a complaint and Server B gets 4 a day, you can use this information and act on data you otherwise would never have access to.
Of course you might still get a few bad reviews even if you're using 123ORM.com. The most important benefit of our tool is that it nudges happy customers to review you also, when they normally would not have bothered to do so. Since most businesses have many more happy customers than unhappy ones, this is usually sufficient to ensure a favorable online review balance.
Can I have existing bad online reviews removed? Can you help me with this?
No. We can't change the past. That's against the terms and conditions of any reputable website. But what we can do is get your happy customers to chime in and give their side of the picture. If your unhappy customers are the only ones who reviewed you so far, you may have, say, five online reviews, of which 4 are bad, giving you one star out of 5. Not good. If 30 happy customers show up and leave positive reviews, the picture changes dramatically (31 good reviews out of 35), and your business gets a great overall rating.
How much does it cost?
See our pricing plans here. Note that the Starter Plan currently comes with a 30 day free trial. You will be asked to enter your credit card to activate your account and start having email surveys sent out, but you will not actually be charged anything during this trial period.