At Pebble we highly value feedback from activity providers and their customers. Reviews are a common feature in online marketplaces across all industries because they give people the opportunity to provide real feedback and can help others decide what to buy when shopping online.

For a long time, customers told us that reviews would be very important in their decision-making process while browsing activities and classes. It was our most requested feature! Reviews provide an added layer of trust and reassurance in Pebble and your activities, enabling customers to decide based on others' real experiences.

We have partnered with third party platform reviews.io to collect and manage all of our reviews. Our integration with reviews.io enables us to ensure that only people who have made a verified booking can leave a review; and it ensures we are impartial and fair. This builds trust from our guardians and ensures providers are not “spammed” by fake reviews (this is common on platforms that cannot verify the person leaving the review has attended a class).

Reviews.io have built-in moderation functionality which means that any reviews with abusive language, spammy content, or content that otherwise breaks the terms and conditions are never published from the moment they are sent.

Reviews.io platform also give us detailed insights and analytics on trends across reviews, which we will happily share with you if you are interested.

The vast majority of reviews left by parents are very complimentary and positive. The vast majority of our activity reviews are 5-Star! The average score that a customer leaves after an activity is 4.9 Stars as of November 2023.

Guardians can only leave a pebble review if they have made a verified purchase on our platform, and they are invited to review after attending the session - this means that there will be no fake reviews or spam.

To ensure the platform is fair and our reviews are unbiased, reviews.io conditions do not allow us to freely remove a review unless they have breached the terms.

When you receive a negative review it will be hidden from showing on your activities for 14 days. This gives us time to reach out and work together to resolve any complaints.

Our dedicated Customer Success team will act quickly to to resolve any review that is 3 stars or below. They will be in touch with you as soon as possible with the opportunity to respond - this response can be private (just to the reviewer) or public (a comment on the review for all to see).

The reviewer can also be invited to change their review score, and may improve their rating if they are satisfied with the response.

A review of 4 stars or above is deemed as positive and we feel this is a great reflection of your services!

If you don't have many reviews yet and your score is affected by a negative review, we recommend making an effort to collect more reviews so that a more representative perspective is given. This is what you can do:

Please note that guardian contact details are protected, and some reviewers also choose to submit anonymously. This means that we will always contact guardians via the reviews.io platform and we cannot share their private details with you. We can still reach out to anonymous reviewers via the third party platform.

To respect our guardian’s privacy and treat all reviews fairly is another reason why we chose to partner with the Reviews.io platform.

As one of our trusted Activity Providers on Pebble, we want you to share the ownership of the reviews with us.

You can access all of your reviews at any point in the supplier portal by navigating to: Integrations > View your Pebble reviews.

You are welcome to reach out to your dedicated Customer Success Manager by hitting the button in the bottom left of your screen if you want us to respond on your behalf to any of your reviews.

If you ever receive a review that is less favourable we will always reach out to you to investigate and curate a response together.

We have the ability to ask the guardian to revise their review, which we will happily do on your behalf if we both agree that this is warranted.

There are many ways you can use our reviews function to help with your business, and we will both share the same benefits of collecting lots of great reviews!

Reviews give other people access to genuine feedback which can do two things:

Our research shows that transparency is key to demonstrating your willingness to take on feedback, which is something customers like.

Finally, reviews act as social proof for your activities and classes - this shows that your class is legitimate, that other real guardians are attending, and what they think!

Within an hour after a customer has attended their first session they will automatically be invited to leave a review via email. This ensures that all reviews are genuine and give a true opinion, because the guardians have just experienced the session itself.

The email will come from reviews@bookpebble.co.uk and looks like this:

Reviews show on your activity card listings, in your activity details pages, and on your provider profile page.

Please do note that reviews will not show on your own website if you are using our integration feature (our iframe) - they are only visible on our marketplace.

To remain consistent and fair across the board, reviews are automatically enabled for all Pebble Activity Providers. Please reach out to us if you believe you believe reviews are having a negative affect on your relationship with Pebble.

To ensure the platform is fair and our reviews are unbiased, reviews.io terms and conditions do not allow us to freely remove a review unless they have breached the terms.

The third party platform we are using has built-in moderation functionality which means that any reviews which contain profanity, spammy content, or content that otherwise breaks the terms and conditions are never published from the moment they are sent.

Pebble can not remove a review that complies with the terms and conditions just because it is negative, as this would go against our policy of giving all guardians a fair and unbiased feedback channel.

It may be possible in exceptional circumstances that a review could slip through this automatic filter. In this instance Pebble can remove a review that is against the terms of use. If you notice a review which you think should be removed, please get in touch with us by contacting our Customer Success team.

Yes! If you would like to provide feedback on the above, please let us know by reaching out to support@bookpebble.co.uk!

Without your feedback, we can’t build the ideal booking platform for you.