Information for consumers

Every company occasionally has to deal with critical reviews or dissatisfied customers. They can respond to every review. This makes visible to everyone how a company handles criticism and whether complaints are resolved. Do you notice that a company has received many reviews in a short time? It is possible that they have asked many customers at the same time to leave a review. Companies decide who they invite for this. Most of our clients do this on a large scale, usually without knowing in advance how the buyer's experience has been. We regularly discuss this with our clients to prevent inviting only familiar and favorable customers to write a review. It's not only unbelievable; consumers will notice this themselves over time. If, as a dissatisfied consumer, you only read positive experiences on a company's website but you were never invited to leave a review yourself, this ultimately does not work in our client's favor.

Buyers of a product or service may write one review about their experiences with the company. We do this to prevent abuse. Satisfied customers or acquaintances of a company cannot easily manipulate the review score in this way. Our systems are set up to alert us when someone tries to submit multiple reviews. It is possible to leave more than one review if you have purchased a different service or another product from the same company.

Reviews cannot be modified or deleted by the company where you made a purchase or used a service. A company can respond here, so that a potential complaint is resolved. Negative experiences are also shown anyway. If necessary the given review is later adjusted, but only the customer themselves can do this. Moreover we always refer via a link to the original review. Klanten vertellen can delete a review, but only if it does not comply with our guidelines or when personal data is shared.

Klanten vertellen place great value on the reliability of reviews. Real reviews and stories, written by customers who actually purchased a product or service. Our review system actively invites customers to leave a review. To verify the reliability of reviews we have built safeguards into our system to ensure that the submitted reviews come from real customers. Sometimes it happens that a review is not genuine. If you use our review system and you have this suspicion, you can report the review. Our review specialists will then investigate the review further.

The review score you see here is the average score over the last 12 months submitted by customers.

Our customers can personalize emails and send different versions. Sometimes a company uses the same invitation for years to leave a review. More often these invitations are updated regularly or there are different versions in circulation.

On our review pages we publish both the average review score over the past 12 months and the total review score, in order to give a good picture of the current experience with this company. The figures are calculated based on an average and are not dependent on other factors.

Our advice, to companies, is not to offer incentives for a review. By incentives we mean discount vouchers, rewards, loyalty points, gifts, etc. This can be perceived as steering, and the aim is that a customer experience is described as objectively as possible. Additionally, Google also enforces certain guidelines for the use of incentives in reviews.

Despite our negative advice, we, as Klanten vertellen, cannot completely rule out that companies offer incentives.

However, a company is required, in accordance with the new legislation, to mention this when publishing these reviews.

If you would like to know more about the reliability of reviews, please contact us!

This is how we guarantee the reliability of our platform