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Customer reviews are an integral part of the Wengo experience. They provide new users with a clear idea of the quality and reliability of your services, and they play a crucial role in their decision to choose an expert. Additionally, they give all of us the opportunity to receive valuable feedback, which can help us improve our services and grow as professionals.
At Wengo, we firmly believe in transparency and authenticity. That's why we do not moderate reviews, we do not delete them, and we ensure that they come from real customers. This means that every review you see on the site is authentic and represents a genuine customer experience.
How are reviews collected?
Following the consultation, clients receive an invitation via email and private messaging to leave a comment about their experience and give their overall impression of the consultation (very satisfied, satisfied, neutral, or not satisfied).
In order to be eligible for a customer review, the consultation must last a minimum of 5 paid minutes. This ensures that all reviews are based on real experiences.
Clients have a period of 15 days after the consultation to share their experience.
Is it necessary to respond to customer reviews?
It is crucial to respond to reviews! This shows that you take the time to listen to your customers and are committed to improving their experience. A well-thought-out response can turn a negative review into a loyalty-building opportunity. Similarly, thanking a customer for a positive review reinforces their satisfaction and loyalty.
Tips for responding:
Positive reviews: Thank the customer for their review and express your gratitude.
Negative reviews: Respond calmly, thank the customer for their feedback, and offer a solution or explanation if necessary.
What to do in case of a negative review?Â
It can sometimes be difficult to accept, especially if a review is not as positive as we would like. However, we believe that it is this honesty and transparency that make Wengo a trustworthy platform for your clients.
View negative reviews as opportunities for improvement. They can provide you with valuable information on aspects of your services that can be enhanced.
Respond professionally, acknowledge the client's concerns, and offer a solution or explanation. A well-thought-out response can turn a negative review into a loyalty-building opportunity.
You can also engage with the client in a private message to understand the reasons for their dissatisfaction.
Can reviews be deleted? We do not delete reviews, except in cases of non-compliance with the terms of use.
How is the percentage displayed on the profile calculated? The recommendation index gives users an idea of the overall customer satisfaction and the likelihood that they would recommend the expert.
Here is how it is calculated:
Customer Favorites
At the beginning of the month, your clients are invited to award their favorite of the month. They can thus name the Expert they would most recommend to their loved ones.
The only condition is that they must have completed at least 3 consultations since their registration on Wengo.
As with customer reviews, we strongly encourage you to respond to each favorite and thank the client. It is an excellent opportunity to strengthen the client-Expert relationship and show your gratitude for their support.
Astrofame Badges
Astrofame Badges
Based on the number of customer reviews and favorites received, distinctions may appear on your Expert profile.
Advisor of the Year: 10 experts who have received the most positive reviews over the year
Advisor of the Month: 25 experts who have received the most positive reviews over the month
Customer Favorite: 15 experts who have received the most favorites over the month
The icon is displayed if you have received one of these distinctions within the past 12 months.
It also specifies the number of times you have received this distinction over the past 12 rolling months.
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