Personal services: 3 tips for analyzing your customer reviews

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Reading, or even skimming, customer reviews is now part of how buyers choose a product or service. In fact, 90% of consumers are influenced by positive online reviews before making a purchase 1 .

This is especially true when choosing a personal service . Whether it is for childcare, cleaning for elderly parents or even a home help, consumers do not want to make a mistake about the quality of the service because the consequences can be significant.

As a company or personal service network, it is sri lanka phone number library therefore essential to have controlled customer review management . But how do you analyze your customer reviews ? And how do you carry out an e-reputation audit ? Discover our 3 tips for analyzing your customer reviews in personal services.


1. Collect and compile all your customer reviews
2. Classify and categorize your customer reviews
3. Use a customer review management platform
Conclusion


collect customer reviews personal service

1. Collect and compile all your customer reviews
To know what is being said about your personal service network , you must start by collecting and reading all of your customer reviews.

To do this, group together your Google customer reviews , Facebook customer reviews , reviews on specialist sites such as avis-ménage.fr or those posted directly on your website. This collection allows you to firstly know the number of customer reviews you have, the share of positive and negative ones.

Google customer reviews personal service

Example of Google customer reviews in Personal Services

Obviously, you need to do this for each of your personal service establishments . As this is a sector of activity that concerns human relations, the satisfaction of your customers can greatly change depending on the interlocutors and the home workers. So you need to analyze everything.

By compiling this database, you can perform a precise analysis of your e-reputation . You can identify establishments where customer satisfaction is above average and draw inspiration from them. You can also note where it is less efficient and easily implement corrective actions.

Let's say you notice that negative customer reviews keep coming up about the same personal service provider . This allows you to dig deeper and look for the causes: is it due to the way your agency operates or to a particular provider?



classify customer reviews personal service

2. Classify and categorize your customer reviews
Personal services is a broad field that covers different topics. You can have various activities such as childcare, home cleaning service, etc. You must therefore classify your customer reviews by service category to have an accurate analysis of your online reputation .

If you specialize in one area, for example home help, you still offer different activities such as cleaning, shopping help, ironing, etc. You must therefore also create subcategories in your classification.

It is by highlighting the important points that emerge from each activity and sub-categories that you will have effective review management .

We also advise you to categorize by type of customer reviews (question about a service, complaint, thank you, grievance, etc.) and by local establishment to study your e-reputation locally. Finally, don't forget to classify your customer reviews on personal services by positive or negative tone!



customer review management platform personal service

3. Use a customer review management platform
Did you know that there are customer review solutions that allow you to compile and categorize your customer reviews for you? These tools also provide dashboards with essential analyses for your customer review management .

A customer review management platform allows a network of personal service establishments to save valuable time and to be able to act quickly on irritants.

Be aware that some customer review management platforms offer semantic analysis of customer reviews . More effective than a simple ranking, semantic analysis allows you to interpret the content of customer reviews . By distinguishing the nuances within the same sentence, it allows you to get out of the positive/negative duality.

semantic analysis customer reviews

Semantic analysis of a customer review

For example, if a user writes " No worries about the cleaning service itself, but the home help always arrives late, it's annoying ". The semantic analysis of customer reviews detects the nuances and allows you to classify the quality of the service as positive but that of the intervention as negative. With the detail of the customer experience, you have an even more precise vision of your e-reputation !

With all these analyses of your customer reviews , all you have to do now is put in place national and local action plans to improve your online reputation !


Conclusion
To analyze your customer reviews in the personal services sector , you must start by collecting and compiling all the customer reviews from all of your establishments. Then take the time to classify and categorize them to highlight the major strengths and areas for improvement. You can also rely on a customer review management platform to save time and benefit from precise analyses in just a few clicks.

Digitaleo's customer review management platform is a comprehensive tool that also includes semantic analysis of customer reviews. With this customer review solution, your e-reputation and customer review management are in good hands!