It’s very rare that we receive a rating below 5 (our current average across all bookings is 4.9! – and we’d like to keep it like that).
If/when we receive a below-average rating and a negative review – we take a constructive approach and follow a certain process which we think provides the best outcome for all involved.
It’s important for us to form a more objective view – so we first get in touch with the therapist to get some details about the appointment.
Some of the questions we may ask are – how the appointment went, if they’ve observed any specific issue that may have resulted in customer giving a sub-par rating.
Then we reach out to the customer to better understand the reason for their rating, and address their issue/concern as best as we can.
Having one bad rating does not make us a poor service – or you an incompetent therapist. In fact, we truly believe every genuine feedback (particularly negative ones) is a blessing that helps us become better at what we do.
However, ultimately, your rating is your reputation on Blys. If you’re repeatedly receiving below-average ratings and poor reviews, this is the process we have in place to ensure we maintain service quality on Blys:
If a therapist receives;
1 below-average review = consult with therapist and work together to address the issue/concern
2 below-average reviews = go through the onboarding/induction process again, to ensure Blys & therapist are aligned in their understanding of what Blys is / does / and strives to be
3 below-average review = contract termination & removal from platform
In addition to this, our system prioritises therapists with better reputation on Blys platform. For example, say we received a job request from Clovelly. If we have 2 therapists available in Clovelly, one with an average rating of 4.9 and the other with 4.6, our system notifies the therapist with the better rating first. If the therapist with better rating does not accept the job within given time, the system then notifies the other therapist.
This system ensures therapists with better reputation are rewarded for their hard work and the quality of service they provide to Blys customers.