Ratings and Reviews

Ever had a plumber go the extra mile for you? How about the mechanic who always ensures your car is super clean after a service? Reviews on  finda are a great way to let your fellow Kiwis know about the great service you’ve had from local Kiwi businesses.

Had a less than stellar experience with a business? Reviews can also be a good way to share some constructive feedback, which can help local businesses improve on aspects of their business or alert other customers to watch out for less than professional behaviour.

We’ve put together some FAQ’s to help you find out more about how Ratings and Reviews on finda work.

FAQs for Users

Q. How do I post a review?

  • Register and login to the finda website
  • Find the business you want to review and scroll down to the review section
  • Choose a star rating and write a review that is at least 100 characters long. Hit submit.
  • Your review will go into our moderation queue which takes a maximum of 48 hours to review.
  • You’ll receive an email when your review is live on the site. Or, if we feel your review isn’t suitable, we’ll give you another chance to change your review and resubmit.

Q. Can I change/edit my review?

Absolutely. You’re welcome to update or change your review any time. This can be a great thing to do if the business has addressed your concerns & you want to acknowledge that.

You’ll first need to login. Then click on your account at the top right hand corner to access your account section. Here, you’ll see a list of all submitted reviews.

Submitted reviews are grouped by status (active, declined etc). Select the status of the review you want to edit. Select the Edit Review link directly below the review. Your review will go through the moderation process and we’ll alert you when it’s been published.

Q. Why do I have to be logged in?

finda does require that you register before you can submit a review so that we can contact you if you need to adjust your review (spelling, grammar, language).

Don’t worry, your privacy is very important to us. We won’t share your contact details with the business you are reviewing. You remain anonymous through the finda review system.

Q. What happens after I submit my review?

Great question. Here’s what happens when you submit your review on finda:

Your review will go into our moderation process and will be checked by the team at finda. If the review meets our guidelines we’ll publish it on finda and send you an email so you can check it out. If your review doesn’t meet our guidelines, we’ll send you an email and let you know why. Depending on why your review was declined we may give you the opportunity to edit your review and resubmit it to the team. If it meets our guidelines we’ll publish it on finda.

Reviews are generally published on finda.co.nz within 48 hours during the working week and within 72 hours if you post a review over the weekend.

Q. Why hasn’t my review shown yet?

If you’ve just hit submit – your review will be weaving its way through our moderation system. If there is something we’d like you to correct or clarify in your review, it may be waiting for you to make some changes and be resubmitted. Please check your email (or login and check your reviews portal) as we might have some feedback for you.

FAQs for Advertisers

Q. Why have you started to publish reviews?

We want to help enable a two way conversation with your customers. Reviews are a valuable insight into how your customers rate your business, and drive user engagement and interaction with your listing.

All reviews go through our moderation team, and we ask users to warrant that they are submitting factual reviews based on their actual experience. This forms part of the review guidelines policy which users must accept before we publish any reviews. Users have to be registered on the site and logged in. This helps us identify the user, so they know they are accountable for their review.

As an advertiser you have the opportunity to reply to a user which is a great way to show that you are engaged with your customers. This approach is better than removing the review as you are showing your customers in a public environment that you listen to them and value their feedback.

Q. Can I get a review removed?

You can get in touch with us and raise your concerns. Our team will check the review to see if it violates our review guidelines. Please be aware that we are trying to create a forum where our users can share both positive and negative experiences.

Q. Do you have a policy for removing reviews?

Yes. We want to publish reviews that are based on fact, helpful and relevant, and we have a number of checks and measures in place. We won’t publish reviews that:

  • We have reason to believe are defamatory (that is, containing false statements about an identifiable person, which could damage their reputation).
  • Contain criminal allegations. Users who have evidence of any allegations should discuss these with the New Zealand Police directly.
  • We have reason to believe are a self-review.
  • Contain spelling mistakes, poor grammar or inappropriate language.
Q. Why would I want reviews on my business listing?
  • Reviews are great for getting insights into the experiences customers have had with your business.
  • Reviews are also good from a Search Marketing perspective – the more reviews your business has the better!
  • Reviews help your business appear further up in organic search engine results pages, as they are a form of unique content.
Q. How do I claim my listing?

Search for your business on finda. Click on the claim listing button and complete a brief form. Our team may need to validate your request to ensure that you are the legitimate business owner.

Q. How will I know if someone has reviewed my business?

We may send you an email to let you know that a review is now live on your business listing, so you can check it out and respond or promote as a featured review at the top of the reviews section. Please note, you must claim your listing to ensure you can receive review notifications.

Q. Are reviews displayed in any particular order?

Yes! We display the most recent reviews at the top of the page. You can also feature a review at the top of the page so you can showcase a review of a stellar experience a customer has had. Featured reviews are coloured yellow to help them stand out on your listing page.

Q. How do I feature a review?

Featured reviews are one of the tools available to you to help highlight outstanding experiences people have had with your business. Featuring a review will promote a chosen review to the top of the reviews section on your business listing page. To feature a review simply, login to Finda, go to your business listing page, select the feature link from the advertiser toolbar and your review will be promoted to the top of your review.

Q. Why would I want to reply to reviews on my business listing?

As an advertiser, we encourage you to reply to all reviews you receive. This is a way you can engage in a conversation with your customers and better understand what they like or don’t like about your business. It also shows that you listen to them and are prepared to make changes based on their feedback.

Q.How can I reply to a review?

First, register and log in to the Finda website. Second, go to your business listing page and click on the Claim Listing link.Then simply fill in a short form and hit submit. Our team will then get in touch and verify you as the business owner. You’re good to go. Now, all you need to do is log in. Then click on your email address at the top right hand corner to access your account section. Here, you’ll see a list of all the listings you’ve claimed, the reviews posted against them and the option to reply to the reviews. When you reply, your response goes through the moderation queue. It’s displayed as a business response to separate you from other site users. If you like a particular review, you can feature the review by clicking on the “feature” link under your chosen review.

Q. Do you publish reviews to Facebook, Twitter or any other social media?

No, not at the moment. A review on Finda is only published on your business listing.

Q. Do you decline any reviews?

Yes, we have a moderation team who read every review that is posted to a business listing. We won’t publish reviews that:

  • We have reason to believe are defamatory (that is, containing false statements about an identifiable person that could damage their reputation).
  • Contain criminal allegations. Users who have evidence of any allegations should discuss these with the New Zealand Police directly.
  • We have reason to believe are a self-review.
  • Contain spelling mistakes, poor grammar or inappropriate language.

Where we reject a review, the reviewer is given the opportunity to amend their review so that it complies with our review guidelines and site terms and conditions.

Q. A competitor has posted a negative review about my business, can you please remove the review?

If you think a review has been written by a competitor, you can flag this for moderation, and the team here will look into it for you. If we have reason to believe this is true, the review will be removed. Otherwise all reviews that adhere to our review policy will stay on the site.

Q. What if I see a review that is inappropriate on my (or any other) business?

If you spot a review that you feel is inappropriate for any reason, please let us know. Under each review you’ll see a link allowing you to mark this review as inappropriate. Just click the link, and it will come back to our team. The review will then be flagged for moderation. Once we’ve taken a look we’ll get back in touch.

Q. Why can’t you give me the name and contact details of the person who published a review against my business?

We want to create an environment where people feel comfortable to write a review. Passing on personal details would discourage this behaviour and could result in people feeling intimidated (plus this is a breach of our site’s privacy policy). All users are required to be registered and logged in before they can submit a review and they must accept our review guidelines. If a review does not meet these guidelines we will remove the review.

Can I opt out of having reviews on my listing?

Yes. You will need to email us at advertiser@finda with your name, contact phone number and listing URL and request to be opted out. There may be a short stand down period before the review box is removed from your listing page. However, we will not post reviews against your listing. If you wish to be opted back in we reserve the right to charge a fee.Once opted back in all previous reviews will be restored.

Hints and Tips

We realise there are two sides to every story. This is why we built the Yellow review system to allow you, as an advertiser, to respond to any review you wish to. We’ve put together some hints and tips to help you respond to both those great and tricky reviews!

Tips for responding to a positive review

It’s a bit of an art to respond to a positive review. Even though you’d think it’d be a simple thing to do.

Here are some quick tips:

  • You can simply say “Thank you”
  • Let the reviewer know how important customer feedback is to your business.

Things to avoid:

  • Avoid thank you gifts – gifts, while lovely, often come across as bribes and you don’t want it to appear that you buy reviews
  • Don’t ask for personal details.

Remember, this reviewer already likes your business, use this as a simple opportunity to say thanks!

Tips for responding to a negative review

It’s an art to respond to a positive review, it’s an experience in professionalism to respond to a negative review. It’s easy to respond from a place of emotion. We all care deeply about our businesses and we don’t like it when anyone says something negative about us.

However we can also learn from negative reviews, and all business owners have the occasional bad day. Here are some quick tips.

  • Admit fault – regardless of it being your fault or not. It’s not about who’s right or wrong, it’s about correcting what doesn’t work
  • Be honest and keep it simple – try not to make excuses.
  • Thank them – if they have offered some constructive feedback, thank them for it
  • If you make changes based on their comments – thank them and let them know!

Q. How do I manage a negative review?

  • Log into your Yellow account and post a reply
  • Acknowledge the user for taking the time to provide feedback
  • Try to be factual and remove any emotion from your response
  • Use the feedback to improve your business and state how you are going to make improvements
  • All feedback – good or bad – is helpful for improving your business. Replying to a review is a great way to show your customers that you listen to them and value their feedback. It’s an opportunity to show that you are engaged with your customers.

Suggestions of things to avoid

  • Don’t play the blame game – it can be frustrating for everyone
  • Try not to make excuses
  • Don’t offer them a gift if they change their review

Please remember that if you feel that the review is inappropriate for any reason, just let us know. Under each review you’ll see a link allowing you to mark the review for moderation. Just click the link and add a brief explanation. We’ll take a look and be back in touch.

Overall we’d recommend, taking a deep breath, and write a short, simple response. Remember your response is going to be visible on your Yellow listing. How you respond to this feedback can help influence how others view your business.

Here’s an example of a response to a negative review:

(For a restaurant review)

Thanks for your feedback! We’re really sorry we ran out of gluten free options on Friday night – especially when it was your anniversary dinner. We pride ourselves on catering for any food intolerances and are usually well stocked to do so.

We’ll be reviewing what happened on Friday night and I’ll personally find out why we couldn’t offer you any gluten free options.

I hope you do drop by again soon, we’ll make sure we’re stocked up on gluten free options for next time.

Cheers,

The Bay View Restaurant

Instead of…

Friday nights are our busiest nights, usually we’d stock gluten free food but we’ve just been so busy lately. It’s no wonder we were out. You could have ordered the soup.

Next time how about cutting us a break, our usual staff was short numbered as the flu hit us hard this year.

The Bay View Restaurant

We suggest you encourage your customers to review your business. Lots of great reviews will ensure your business stands out and will quickly offset any negative reviews you may receive.

Our reviews are ordered by date – so any new reviews will push older reviews down. Encouraging your customers to write fresh reviews helps keep positive reviews at the top.

If you sort out a negative review with a reviewer, encourage them to post a follow up review – it’s a great way to show other customers your business is customer focussed.

Advertiser Policy

We understand your business is your livelihood and a bad review can have serious repercussions. To help protect your business we have a put a number of checks and measures in place to try and mitigate any potential negative impact.

Here are some of the measures we’ve put in place.

  1. Validated registration and log in – before anyone can submit a review they must first be registered and logged in. All registrations are validated and checked to ensure they have been created by a human.
  2. A moderation process – every single review submitted goes through a moderation process and is checked by the team at Finda before it is published
  3. Reviews are only published if they:
    1. a factual account of someone’s experience with a business
    2. free from spelling and grammar mistakes and don’t contain inappropriate language
  4. If a review is published that you deem to be inappropriate or written by a competitor, the review can be flagged for moderation and will go through the moderation process again.
  5. An escalation process – if you aren’t happy with a review that has been published and you have flagged the review as inappropriate you can escalate your grievances further by contacting your Finda rep directly or emailing our disputes team: advertiser@yellow.co.nz. Once we receive your complaint we will investigate the review and make a decision on whether to keep the review up or remove it.

We won’t publish reviews that:

  • We have reason to believe are defamatory (that is, containing false statements about an identifiable person that could damage their reputation).
  • Contain criminal allegations. Users who have evidence of any allegations should discuss these with the New Zealand Police directly.
  • We have reason to believe are a self-review.
  • Contain spelling mistakes, poor grammar or inappropriate language.