1. Harnessing
the power of
online reviews

2. 1. Quiz
2. Why reviews?
3. What tools are
available?
4. How to encourage
people to write
reviews
5. How to deal with
negative reviews
6. Remembering the
positives
7. Write a review!

3. Go to menti.com
Use the code 58 88 60

4. ‘there should be a way for members of
the public to review charities they know
about’

5. • Examples of the impact of an organisations work
• Testimonials for funders & potential supporters
• Help people find out more about an
organisations work & how to get involved
• Marketing for events & volunteer drives
• Openness to feedback
• Commitment to transparency and trust
• Great for SEO
Why reviews?

6. “Saheliya was the only one who was
there for me during the extremely
darkest times of my life. A time of
suffering, despair, agony and fear. Then,
Saheliya lit up a torch and led me to the
path of safety. Furthermore, they taught
me how to make and light my own torch!
Whatever I say, it won't be enough to
show my deep appreciation.
Saheliya: Thank you for saving
me.”
Rose – Saheliya on Good HQ

7. “Being a Samaritan's volunteer evokes many feelings,
but overall I would describe it as fulfilling. Yes, there are
sad calls, but there are also the ones when a caller says
how much the call helped them and they just needed to
talk to someone. We are non judgemental and engage
with all our callers without fear or favour. It is just one
human being reaching out to another human being for
support and to talk. The problem with the Samaritans?
There just aren't enough volunteers. So please, think
about being a Samaritan, the training and support is
excellent. And you never know, one call to you as a
volunteer could save a life and that's worth
everything in the world.”
Maggie reviewing Samaritans on Good HQ

8. “I've really enjoyed my time
mentoring at Project
Scotland, it's been great to
get to know and support
young people through their
placements. The impact you
can make with a relatively
small time commitment is
quite amazing. If anyone's
toying with the idea of
mentoring - just go
ahead and do it!”
James reviewing
ProjectScotland on Good HQ

9. Where can you collect & write
reviews?

11. Reviews and ratings of places and
businesses
Key Info:
• Rating:
• Review & rating:
• Reply to a review:
• Can disable?

12. Reviews and ratings of places and
businesses
Key Info:
• Rating:
• Review & rating:
• Reply to a review:
• Can disable?

13. Reviews of physical places e.g. charity
shop or café
Key Info:
• Rating:
• Review & rating:
• Reply to a review:
• Can disable?

14. What? Reviews on the accessibility of
a place
Key Info:
• Rating:
• Review & rating:
• Reply to a review:
• Can disable?

15. Reviews of charities and good causes in
Scotland
Key Info:
• Rating:
• Review & rating:
• Reply to a review:
• Can disable?

16. How can
you
encourage
people to
write
reviews?

17. Ask volunteers, fundraisers & supporters

18. Ask on social media

19. Ask in your e-newsletter

20. Ask after an event or fundraising activity

21. Embed asking for feedback into your processes

22. How can
you
encourage
people to
write
reviews?

23. What about
negative
reviews?

24. Don’t!
1. Panic
2. Be defensive
3. Press delete or report
Do
1. Research the complaint
2. Respond to the review publicly
3. Offer a solution (if you can)
4. Give an option to get in contact with you directly
5. Be friendly
6. Be timely

28. Create a process

32. Write a review!

33. Top tips
• Embed asking for feedback in to your daily
work
• Have a process for responding to reviews
• All feedback, including negative feedback, is
an opportunity!
• Set up Google alerts for your organisation
• Claim your page on Good HQ!
@LaurenPluss