In the unlikely even that you received a sub-par rating (3 or below) or a negative review from your client – we take this constructive approach:
1) Contact therapist
It’s important for us to form an objective view and promote fairness in our community – so we first get in touch with the therapist to share their client's feedback and to get some details about the appointment, to hear their side of the story.
Some of the questions we may ask are – how the appointment went, if they’ve observed any specific issue that may have resulted in customer giving a sub-par rating.
2) Contact client
We then reach out to your client to better understand their rationale for their rating, and address their issue / concern as best as we can. We also share your side of events with your client.
3) Finalise process
Based on the information we gather from both parties, we then make a final decision to resolve the dispute in the best possible way possible.
What happens if I repeatedly get bad reviews?
Having one bad rating does not make you incompetent. In fact, we truly believe every genuine feedback (particularly negative ones) is a blessing that helps us become better at what we do. However, if you’re repeatedly receiving below-average ratings and poor reviews, this is the process we have in place to ensure the highest level of professional standards on our platform:
1 below-average review = we consult with the therapist and work together to address the issue / concern - e.g. sharing tips from the top-therapists
2 below-average reviews = we go through the onboarding process again, to ensure Blys and the therapist are aligned in terms of our values, terms and community guidelines.
3 below-average review = contract termination & removal from platform
How does my reputation affect my business?
Our system prioritises therapists with better reputation on Blys platform. For example, say we received a job request from Clovelly. If we have 2 therapists available in Clovelly, one with an average rating of 4.9 and the other with 4.6, our system notifies the therapist with the better rating first. If the therapist with better rating does not accept the job within given time, the system then notifies the other therapist.
This system ensures therapists with better reputation are rewarded for their hard work and the quality of service they provide to their clients.