Study: Killing ‘review gating’ doesn’t hurt scores and grows overall volume
GatherUp’s examination of internal data shows benefits of inclusive process. Not long ago, there were many companies in the reputation management segment doing what came to be called “review gating.” This is the process of soliciting customer feedback and sending satisfied customers down one path and others with negative sentiment down another. Gating holds almost no benefits. The “positive” path typically leads to relevant review sites including Google, Yelp and TripAdvisor. Those who express negative views are shepherded into some sort of customer service resolution or “make good” process. This approach,…
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