Frequently Asked Questions

Will feedback invites from MoveAide go into our customers’ Spam box?
We are currently using the email services provided by a technology company called Sendgrid for all emails sent from the MoveAide system. They are great at helping their customers send out emails with only a small percentage landing in the spam box.
We also adhere to anti-spam best practices when designing our email templates and continue to keep abreast of changes to such practices to keep our emails out of the spam folders as much as possible.
You will have all my customers’ data and that is highly confidential. What will you do with that information?
We only have your customers’ name and email address. This information is collected strictly for the purpose of collecting feedback on the MoveAide site and will not be used for any other purpose without the customers’ consent.
I’m worried that at some point in the future, if I decide not to continue using MoveAide, all my customer feedback will be stuck with you guys.
All our data are backed up and archived and if you choose to stop using MoveAide for any reason, we will be able to export all data out on CSV / Excel format for you to retain. You may also export all analytics reports at anytime before you choose to terminate your partnership with MoveAide. You will not lose anything if you decide to stop using MoveAide.
Our customers require data and information security. We are not convinced MoveAide has the necessary security features in place to ensure our feedback data goes through the proper backup and encryption.
MoveAide is a cloud-based system which is hosted on the Amazon Web Services platform. This means we are using state of the art hardware and our servers are hosted in a highly secured environment.
We have additional servers as backup and all data are backed up to ensure zero lost of data.
Managing customer feedback isn’t our priority right now. Increasing sales is our current focus.
The best way to increase sales is to focus on your customer because your customers can be your best sales people. Getting them to post positive reviews on MoveAide ensures that when users are searching for good moving companies, yours will come up tops in the search and this will ultimately improve your results.
When your customers start posting reviews and sharing them with friends, their friends become your customers too.
We have placed a direct link to your company on your review page so that when users are looking through the reviews, they can immediately contact you directly for a survey and quotation.
We are a small moving company. We don’t have the budget for MoveAide to manage our customer feedback
Our monthly fees may seem like additional cost for your company but consider this:
  1. All the additional business you will get with your positive reviews showcased for anyone who’s moving to read.
  2. When your customers start posting reviews and sharing with their friends, their friends can become your customers too.
  3. All you need is just one referral from the reviews posted by your customers and you would have covered the cost of MoveAide for that month.
  4. Our fees are designed such that you pay according to the number of reviews posted, regardless of how many you send. So if you are a smaller company with a lower volume of business, you will pay a lot less.
Movers will always have a terrible reputation no matter how well we do our job. I don’t see the point.
Which is why you’ll need MoveAide. You want those positive reviews out there to show everyone that you are unlike the run of the mill Movers out there. Your management response for the rare negative reviews will demonstrate your commitment to your customers.
I am concerned with your online review platform. I foresee moving companies trying to game this system by entering fake reviews
For customer reviews to be published, the customer’s email address will need to be entered into the MoveAide system. The customer will be sent an email automatically with a verification link. Only upon clicking on the verification link, then will the review be published.
We have also introduced additional security algorithms, which monitors for fraudulent review activities based on IP addresses. Automated random checks will be incorporated to ensure the authenticity of the reviews.
Also, moving companies found to be gaming the system will have a “Blacklisted” icon, attached to their public review page and our search results. This should be a huge enough deterrent.
Inviting our customers to post reviews online sounds like a recipe for disaster. Satisfied customers rarely post reviews and it’s always the unhappy ones who do.
Contrary to popular thinking, customers are actually more prone to posting positive reviews than negative ones. Data from last year showed that only 5% of reviews collected on MoveAide were negative.
I’m not sure I am comfortable with my negative reviews being published on the Internet.
Your unhappy customers are probably already posting negative comments about you on their social media pages. You just haven’t been alerted to the postings.
Inviting your customers to provide negative feedback allows you to:
  1. Contain the negative reviews within one platform.
  2. Be alerted immediately when a negative review is posted.
  3. Post a management response immediately to demonstrate care and commitment to your existing and potential customers.
The general public, when searching for reviews, will be skeptical about companies with only positive reviews. Having your negative reviews published and your management response to these reviews will demonstrate your commitment to service quality.
I don’t have the resources or ability to manage negative reviews posted online.
You don’t really need to do much. A quick response to acknowledge the problem will demonstrate your concern and commitment.
To help you get started on posting management responses, we will be happy to guide you with your responses to your first few negative reviews.
I’m not so sure about the Management response feature. Defending ourselves against a customer complaint only makes us look worse. Addressing it online will only aggravate the customer and extend the negative conversation.
You don’t really have to say much. Just give a short response to acknowledge the problem and that management is looking into this and working on a solution. Sometimes, the customer just wants to know that someone cares. People want to see a pro-active company when problems arise.
The management response feature puts you at an advantage because you have the last say. No one can comment further after a management response is posted.
Complaints are best-handled offline, so we prefer to acknowledge it with the customer in private.
It does seem like the safest way to handle an unhappy customer but research has shown that unhappy customers want to vent their unhappiness to their friends and they will do so on social media. Inviting unhappy customers to post their comments shows transparency and a willingness to hear them out.
The general public, when searching for reviews, will be skeptical about companies with only positive reviews. Having your negative reviews published and your management response to these reviews will send a clear signal that you care.
I just received a negative review from an angry and unreasonable customer who has painted a very inaccurate and negative picture about our organization. Can I delete the review since it’s not an accurate reflection of the service we have provided?
We understand that some customers can be very unreasonable when they are upset but unless it’s a fraudulent review, we will not be able to delete it. To mitigate such incidents, you can post a management comment to explain and provide an accurate picture of what transpired.
We also have an “Unpublish” function, where the reviewer can unpublish his posted review if he chooses to do so after he has heard your side of the story.
Do remember that the ability to post a management comment to reviews is a very powerful tool for you. Our system also provides you with the last say as no one can comment after a management response is posted. Use this to your full advantage.
I’ve heard that online feedback requests generate very low response rates. I need you to guarantee a certain response rate before I sign up.
We acknowledge that response rates to online feedback requests have traditionally been low. Which is why at MoveAide, we have pulled out all the stops to make sure our customers get better response rates. Our customers typically enjoy an average response rate of over 20% with the highest at around 45%. Here’s what we have done to ensure higher responses:
  1. Our invitation emails have been carefully crafted to elicit response.
  2. Our feedback form is very easy to complete and will take no more than 3 minutes.
  3. We keep track of invites sent out and will send 2 reminders at 5 day intervals to people who haven’t responded.
  4. We conduct a monthly draw where a lucky reviewer stands a chance to win our monthly prize. Reviewers stand more chances when they share their reviews on their social media pages.
We also have a “Collect and Add” option that allows you to continue collecting your customer feedback via the pen and paper method and having these customer reviews published online easily.
Our customers are mostly top executives who have no time to go online to fill up the feedback form. We get better response when our supervisor gets them to fill it up manually when the job is completed.
Our system is designed with the latest design language called “Responsive” design which means they can access the feedback form on any of their internet enabled devices without any installation of apps.
We also keep track of invites sent out and will send 2 reminders to people who haven’t responded.
You can also consider getting a mobile tablet for your crew so that they can get the customer to fill up the feedback form online immediately after the move to increase the response rate.
We also have a “Collect and Add” option that allows you to continue collecting your customer feedback via the pen and paper method and publishing these customer reviews online easily. Feedback can then be keyed into the MoveAide system by someone in your office, or someone from our team for a small fee.
How do I pay for MoveAide’s service?
You can choose from our quarterly (3 months), bi-annual (6 months) or annual (1 year) subscription packages. Payment is made in advance before the start of the billing period. There will be a 5% discount for our bi-annual package and a 10% discount for the annual package.
The minimum subscription duration is 3 months, and there will be no refunds for unused subscriptions if you decide to terminate your partnership with MoveAide. Should you wish to terminate early, we will continue to leave your subscription open till it ends.
Billing for additional reviews posted and any other add-on services will be done at the end of the month.
Will feedback invites from MoveAide go into our customers’ Spam box?
We are currently using the email services provided by a technology company called Sendgrid for all emails sent from the MoveAide system. They are great at helping their customers send out emails with only a small percentage landing in the spam box.
We also adhere to anti-spam best practices when designing our email templates and continue to keep abreast of changes to such practices to keep our emails out of the spam folders as much as possible.
You will have all my customers’ data and that is highly confidential. What will you do with that information?
We only have your customers’ name and email address. This information is collected strictly for the purpose of collecting feedback on the MoveAide site and will not be used for any other purpose without the customers’ consent.
I’m worried that at some point in the future, if I decide not to continue using MoveAide, all my customer feedback will be stuck with you guys.
All our data are backed up and archived and if you choose to stop using MoveAide for any reason, we will be able to export all data out on CSV / Excel format for you to retain. You may also export all analytics reports at anytime before you choose to terminate your partnership with MoveAide. You will not lose anything if you decide to stop using MoveAide.
Our customers require data and information security. We are not convinced MoveAide has the necessary security features in place to ensure our feedback data goes through the proper backup and encryption.
MoveAide is a cloud-based system which is hosted on the Amazon Web Services platform. This means we are using state of the art hardware and our servers are hosted in a highly secured environment.
We have additional servers as backup and all data are backed up to ensure zero lost of data.
Managing customer feedback isn’t our priority right now. Increasing sales is our current focus.
The best way to increase sales is to focus on your customer because your customers can be your best sales people. Getting them to post positive reviews on MoveAide ensures that when users are searching for good moving companies, yours will come up tops in the search and this will ultimately improve your results.
When your customers start posting reviews and sharing them with friends, their friends become your customers too.
We have placed a direct link to your company on your review page so that when users are looking through the reviews, they can immediately contact you directly for a survey and quotation.
We are a small moving company. We don’t have the budget for MoveAide to manage our customer feedback
Our monthly fees may seem like additional cost for your company but consider this:
  1. All the additional business you will get with your positive reviews showcased for anyone who’s moving to read.
  2. When your customers start posting reviews and sharing with their friends, their friends can become your customers too.
  3. All you need is just one referral from the reviews posted by your customers and you would have covered the cost of MoveAide for that month.
  4. Our fees are designed such that you pay according to the number of reviews posted, regardless of how many you send. So if you are a smaller company with a lower volume of business, you will pay a lot less.
Movers will always have a terrible reputation no matter how well we do our job. I don’t see the point.
Which is why you’ll need MoveAide. You want those positive reviews out there to show everyone that you are unlike the run of the mill Movers out there. Your management response for the rare negative reviews will demonstrate your commitment to your customers.
I am concerned with your online review platform. I foresee moving companies trying to game this system by entering fake reviews
For customer reviews to be published, the customer’s email address will need to be entered into the MoveAide system. The customer will be sent an email automatically with a verification link. Only upon clicking on the verification link, then will the review be published.
We have also introduced additional security algorithms, which monitors for fraudulent review activities based on IP addresses. Automated random checks will be incorporated to ensure the authenticity of the reviews.
Also, moving companies found to be gaming the system will have a “Blacklisted” icon, attached to their public review page and our search results. This should be a huge enough deterrent.
Inviting our customers to post reviews online sounds like a recipe for disaster. Satisfied customers rarely post reviews and it’s always the unhappy ones who do.
Contrary to popular thinking, customers are actually more prone to posting positive reviews than negative ones. Data from last year showed that only 5% of reviews collected on MoveAide were negative.
I’m not sure I am comfortable with my negative reviews being published on the Internet.
Your unhappy customers are probably already posting negative comments about you on their social media pages. You just haven’t been alerted to the postings.
Inviting your customers to provide negative feedback allows you to:
  1. Contain the negative reviews within one platform.
  2. Be alerted immediately when a negative review is posted.
  3. Post a management response immediately to demonstrate care and commitment to your existing and potential customers.
The general public, when searching for reviews, will be skeptical about companies with only positive reviews. Having your negative reviews published and your management response to these reviews will demonstrate your commitment to service quality.
I don’t have the resources or ability to manage negative reviews posted online.
You don’t really need to do much. A quick response to acknowledge the problem will demonstrate your concern and commitment.
To help you get started on posting management responses, we will be happy to guide you with your responses to your first few negative reviews.
I’m not so sure about the Management response feature. Defending ourselves against a customer complaint only makes us look worse. Addressing it online will only aggravate the customer and extend the negative conversation.
You don’t really have to say much. Just give a short response to acknowledge the problem and that management is looking into this and working on a solution. Sometimes, the customer just wants to know that someone cares. People want to see a pro-active company when problems arise.
The management response feature puts you at an advantage because you have the last say. No one can comment further after a management response is posted.
Complaints are best-handled offline, so we prefer to acknowledge it with the customer in private.
It does seem like the safest way to handle an unhappy customer but research has shown that unhappy customers want to vent their unhappiness to their friends and they will do so on social media. Inviting unhappy customers to post their comments shows transparency and a willingness to hear them out.
The general public, when searching for reviews, will be skeptical about companies with only positive reviews. Having your negative reviews published and your management response to these reviews will send a clear signal that you care.
I just received a negative review from an angry and unreasonable customer who has painted a very inaccurate and negative picture about our organization. Can I delete the review since it’s not an accurate reflection of the service we have provided?
We understand that some customers can be very unreasonable when they are upset but unless it’s a fraudulent review, we will not be able to delete it. To mitigate such incidents, you can post a management comment to explain and provide an accurate picture of what transpired.
We also have an “Unpublish” function, where the reviewer can unpublish his posted review if he chooses to do so after he has heard your side of the story.
Do remember that the ability to post a management comment to reviews is a very powerful tool for you. Our system also provides you with the last say as no one can comment after a management response is posted. Use this to your full advantage.
I’ve heard that online feedback requests generate very low response rates. I need you to guarantee a certain response rate before I sign up.
We acknowledge that response rates to online feedback requests have traditionally been low. Which is why at MoveAide, we have pulled out all the stops to make sure our customers get better response rates. Our customers typically enjoy an average response rate of over 20% with the highest at around 45%. Here’s what we have done to ensure higher responses:
  1. Our invitation emails have been carefully crafted to elicit response.
  2. Our feedback form is very easy to complete and will take no more than 3 minutes.
  3. We keep track of invites sent out and will send 2 reminders at 5 day intervals to people who haven’t responded.
  4. We conduct a monthly draw where a lucky reviewer stands a chance to win our monthly prize. Reviewers stand more chances when they share their reviews on their social media pages.
We also have a “Collect and Add” option that allows you to continue collecting your customer feedback via the pen and paper method and having these customer reviews published online easily.
Our customers are mostly top executives who have no time to go online to fill up the feedback form. We get better response when our supervisor gets them to fill it up manually when the job is completed.
Our system is designed with the latest design language called “Responsive” design which means they can access the feedback form on any of their internet enabled devices without any installation of apps.
We also keep track of invites sent out and will send 2 reminders to people who haven’t responded.
You can also consider getting a mobile tablet for your crew so that they can get the customer to fill up the feedback form online immediately after the move to increase the response rate.
We also have a “Collect and Add” option that allows you to continue collecting your customer feedback via the pen and paper method and publishing these customer reviews online easily. Feedback can then be keyed into the MoveAide system by someone in your office, or someone from our team for a small fee.
How do I pay for MoveAide’s service?
You can choose from our quarterly (3 months), bi-annual (6 months) or annual (1 year) subscription packages. Payment is made in advance before the start of the billing period. There will be a 5% discount for our bi-annual package and a 10% discount for the annual package.
The minimum subscription duration is 3 months, and there will be no refunds for unused subscriptions if you decide to terminate your partnership with MoveAide. Should you wish to terminate early, we will continue to leave your subscription open till it ends.
Billing for additional reviews posted and any other add-on services will be done at the end of the month.

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