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Reviews and customer data
Reviews and customer data
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Written by Hellopeter
Updated over a week ago

What customer data will I have access to with my reviews?

When you sign up for one of our Plans, you get access to an amount of reviews with customer data. If you have access to reviews with customer data, you’ll be able to view the following information about your reviewers:  

  • Their full name, email address, cell phone number (if provided)

Businesses are also able to capture additional customer and review information, including:

  • A reference number, ID number and the branch or where the reviewer was at the time of their experience

This information is useful if you want to contact your reviewer offline, in order to follow up and resolve their query.

Why can’t I view customer data with my review?

You’ve likely used up all your reviews with customer data

What happens if I run out of reviews with customer data?

If you run out of reviews with customer data, you won’t be able to view the reviewer's full name, contact details or additional customer information, such as their ID number. 

You’ll still have access to the actual review, and can continue to reply as usual without the customer data. However, you’ll also have the option to purchase additional reviews.

How does Hellopeter count reviews that have been used with customer data?

A review with customer data is used when a review is viewed for the first time. This means you can come back and view this same review as many times as you like without using up additional reviews. If you run out of reviews, you’ll still have access, and be able to view the customer data of reviews you have previously viewed.

How can I purchase more reviews with customer data?

When you run out of reviews, instead of being shown customer data, the option to “Purchase reviews” will be shown in the “Written by” section of your review details page.

If you select this option, you’ll be taken to a new page and required to enter the number of additional reviews with customer data that you would like to purchase, and your preferred payment method (credit card or EFT).

Once we receive your payment, the additional reviews will be added and you’ll be able to view customer data with your reviews again.

My email address/cell number/personal information is blurred out and the reviewer is unable to see - what happened?

This is due to our data protection policy which is used to safeguard all personal information. 

Depending on your Plan, you‘ll be able to view or send this information in a private reply.

I have made payment but still have no customer data, what is the turnaround time?

As soon as payment has reflected, you’ll have access to consumer data from your new Plan.

Can a reviewer change a star-rating once a review is posted? 

No, this option is not available for reviewers. However, we use what we call the Net Promoter Score (NPS) metric to determine the satisfactory level on the review resolution. 

The reviewer will be given the opportunity to rate your business on a scale of 1-10 with regard to how likely they are to recommend you to a friend or colleague. 

Can a reviewer delete a post once it has been resolved and how do they go about doing this?

Yes, this is done in the “My profile and reviews” tab once logged into the reviewer Platform. This is in the drop-down menu on the top right-hand corner. 

Can you give me the IP address for a review written about my business?

An IP address is classified as personal information and we’re unable to release this, unless there’s a subpoena for us to do so due to legal reasons. 

What happens when I report a review?

Once a review is reported, our Operations Team will be alerted and the review will be actioned accordingly. 

If the review is in breach of our content guidelines, it will be removed immediately and if it’s not, an investigation will commence. 

We investigate by asking the reviewer to send through proof of their dealings with the business, as well as for them to verify their review.

If they fail to respond or aren’t able to provide the above, the review will be deleted.

How long do reviews remain on Hellopeter? 

Reviews remain on Hellopeter indefinitely. We only remove reviews if they are in breach of our content guidelines, or a reviewer deletes their review.

How does Hellopeter combat fake reviews?

We're using a combination of dedicated people and clever technology to protect our platform: 

  • We’ve implemented fraud detection software that automatically flags suspicious reviews and consumer behaviour

  • We have tools enabling consumers and companies to report reviews if they violate our general terms and conditions 

  • We also have a whistleblower function that allows anyone who notices fraudulent behaviour to contact us directly

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