How customer reviews help the rental business
Increases TrustAccording to the survey conducted by the BrightLocal, 86% of consumers read reviews for local businesses including 95% of people aged 18-34. A positive customer review is a goldmine for the business. It increases the reputation and builds trust among customers. Customers take time to trust a new rental business. They wait to hear the experience of other people before they approach it. An online review informs to a mass audience about a person’s experience in trying the service of a rental business.
Increase Brand RecognitionA brand is widely recognised if awareness and usability get increased. Advertising plays a crucial role in making a brand. But usually, it is the customer reviews take the central stage in increasing the awareness. The truth is reviews are very persuasive as people trust other people’s experience. It also targets the right kind of people who are interested in similar things.
Increases RevenueAccording to Spiegel Research Center, displaying reviews can increase conversion rates by 270%. When the customer trusts your service, they go their way to book, which in turn increases the revenue of the rental business. To remember is, customer trust starts from the seed of a customer review.
How to receive positive feedback
Just simply ask themYou can ask them to review about the company when they automatically come to you praising about the admirable service. Customers would be more than obliged to share their experience. This scenario usually happens when customers are extremely pleased and satisfied with the service. But there are situations when customers are partly satisfied with the service. It’s difficult to comprehend their expectations unless you have an open conversation with them. You can strike the conversation by asking: “I hope you had a wonderful stay and satisfied with the service” “Everything went well?” “Did everything went well as per your wishes?” “Did everything got arranged as per your needs?”
Make your customers happyMake your customers happy to receive unsolicited reviews and attention from them. Like always said:
When people feel more than satisfied by the service, the news travels fast in their social groups. They would also be more than happy to review the service in both online and offline medium. More people will start recognising your brand and crowd around your marketplace.
Happy customers are loyal customers
Make it easy for customers to reviewCustomers should find easy to review the rental business. Feedback should take less than 5 minutes to express their thoughts.
- Keep star review system.
- An emoji reactive review system would be simple for users.
- Keep polls randomly on social media to know about the audience mind.
Net Promoter ScoreNet Promoter Score measures how likely a customer would recommend your service to other friends and in their social circle. The score ranges from -100 to 100. A score above +50 considered excellent and if a score is above +70, it is considered exceptional. A simple question is asked, “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based upon the response, the customers categorised as promoters, passives and detractors. Promoters: Score of 9-10. They would be more than enthusiastic to recommend your brand to their friends and social circle. Passives: Score of 7-8. They find your service just fine but not in the rage of being negative. They wouldn’t probably recommend to their social circle and their loyalty can shift if other companies offer better service. Detractors: Score lower or equal to 6. They don’t find your service satisfactory. They might give negative reviews and would possibly speak negative about your service in their social circle. The NPS calculated by taking the total number of respondents and converting to percentage. The formula would be:
By this measurement, we can get accurate information on the customer’s preference.
(Number of Promoters — Number of Detractors) / (Number of Respondents) x 100