KwikChex featured on BBC Radio 4's 'You and Yours' - consumer affairs programme.
Note: KwikChex features at 38 minutes into the programme (through to 43 minutes) - use the sliding bar to jump forward to this time if you prefer.
BBC Click - The BBC's flagship technology programme
What happens to a business when somebody deliberately fakes online feedback...
1 million results for 'incompetent vets'
Vets are starting to realise that online reviews are now hugely significant in search engine results. Just entering the phrase 'incompetent vets' into Google returns over 1 million results - and some of the information we have discovered in online searches is extremely aggressive and very high profile in search engines - there are almost no moderation controls imposed, and they pull in results from many other sites and attach themselves to the location & profile of the review target. In addition there are a growing number of 'specialist' review sites that focus entirely on the veterinary profession. Some sites are set up with the specific intent to destroy the reputation of a veterinary practice.
Examples of 'this vet killed my dog' type postings are everywhere on the web, as are many other serious allegations. KwikChex found many effective campaigns against individual vets and practices - that is people using multiple review sites and Google maps solely in order to damage the practice. When this is done effectively, the vet's online profile is seen as extremely untrustworthy.
True or False?
That's the problem - whilst there are many with legitimate complaints, particularly of negligence, who may well have been frustrated by not being able to use the official 'regulator', the Royal College of Veterinary Surgeons (RCVS), or the courts to take action, there are also a very large number of fake and malicious reviews against reputable practitioners - and the public simply can't tell the difference. What's more, even a good vet is bound to have someone complain about them at some time, but even if they have an almost perfect satisfaction rate, a single aggrieved person can undo that in the space of about an hour on the worldwide web.
Reputation Enhancement, Protection & Promotion
KwikChex provides the solutions that enable reputable businesses to turn significant reputation threats into exceptional, reputation-based promotion.
KwikChex accreditation is an immediate promotion and defence tool. Members have the resources to monitor, manage and promote their reputation. They are able to use KwikChex independently authenticated reviews and testimonials on their websites and on review sites. They can remove and invalidate fake and malicious reviews - and reduce the risk of complaints at source, using the KwikChex Reputation Manual.
The public are better protected too - with access to reviews and information that they can trust and a robust and effective complaints and concerns process.
KwikChex is highlighting the huge number of online attacks on the 'trusted professions, such as medicine, veterinary practices, solicitors and dentists.
Research has shown that there are tens of millions of reviews, ratings and comments visible on web searches - and a very substantial proportion are allegations of serious misconduct.
As an example, you only have to put in the word 'incompetent' before 'doctor', 'lawyer' (or solicitor), 'vet' or 'dentist' to see the number of results it generates in a Google search - millions of instances.
Narrow it down by adding 'United Kingdom' or another geographical location into Google Maps and the severity of the attacks becomes all too clear.
Anonymous and unverified reviews that come high in search engines, accuse doctors of drug abuse and sexual molestation, lawyers of embezzlement and vets of extreme cruelty to animals.
The number of general review and complaint sites is growing - and so is the number of 'specialist' sites that target particular professions. The latter includes attack sites featuring domain names that end in 'from hell' (i.e. solicitors from hell, vets from hell).
Destructive campaigns
The research also found many instances of specific campaigns, such as the one against a UK legal practice that includes allegations of criminality on several online review sites, on Google Maps - and on specially created websites, including one that has 'hijacked' the name of the practice. The result is a web general result that appears truly damning on this practice that employs over one hundred.
Getting to the truth
KwikChex is launching specific services that will assist in protecting and promoting reputable practitioners - and a series of seminars and workshops that will show how to implement an effective and comprehensive reputation management strategy (click here for more details).
Helping protect the public
Included in the KwikChex initiatives will be reports from official bodies - details of disciplinary hearings, history of practitioners and official ratings and reviews. The unique combination of protection, promotion, transparency and authentication provided by KwikChex will help address the confusion being caused by the millions of unregulated unverified reviews.
Let us know
If you have been the victim of a false or malicious online review - or have posted a negative or accusatory review that you can prove or have reported to the appropriate authorities, please inform KwikChex - click here for contact details.
Our mission is to protect the public by promoting the reputable.
California Permanent Make Up Artist Cathy Waechter
Cathy Waechter's business, Absolutely Beautiful Permanent Makeup (www.abpmubycathy.com) is based in Riverside, California.
She was attacked in an online review in January in a local Yahoo review. The reviewer claimed that she was suing her for physical injury and urged people not to give her business.
Cathy was successful in having the review removed from Yahoo - but as is often the case it still appeared prominently on Google Map reviews - much more damaging because they become attached to the business/website and are very prominent in search results.
We evaluated this review and found that the reviewer had failed to provide any evidence whatsoever. We therefore immediately posted the following response on Cathy's Google Map Reviews:
If immediate remedial action is not taken by Google further pressure will be brought to bear on Google to resolve this (further updates will be posted on Feedblack.com and KwikChex.com). Cathy Waechter has a reputable business that has been threatened by unverified reviews that malign her reputation. KwikChex is pleased to be able to assist Cathy - and all other reputable businesses that have had similar problems.
In the wake of the MPs expenses scandal and with a general election looming, local politicians have been quick to support a new online transparency and integrity service.
The new resource, which is being launched by KwikChex.com, will enable voters to quickly and easily compare the qualities of those standing for election in each constituency. It will give details of the background, principles, opinions and policies of candidates over a wide range of subjects, including immigration, taxes, the economy and Afghanistan. It will also enable them to make commitments on aspects such as expenses and how they will serve the public – and following the election the elected MPs will be able to use it to keep the world up to date on all their work and the costs involved.
Two local candidates in the Mid Dorset and North Poole constituency where KwikChex is based, Lib Dem MP Annette Brooke and Conservative Nick King provided advice and feedback on the set up of the service – and have been the first to commit to enrolling as members. Annette Brooke said: “The public have a right to know the financial dealings of both MPs and those who want to become MPs. I have always been open about my work as an MP; if the KwikChex system can help people access financial and other information it will be a very good thing.”
And Nick King, her Conservative opponent added: ” There are already mechanisms for the public to see what their MPs interests are, what they do and what they think. KwikChex is now offering the same opportunity for candidates, an opportunity I welcome wholeheartedly. At a time when the stock of politics and politicians is at a historic low people want those who hope to represent them to be open, accessible and transparent. I believe that’s essential, not only now but at all times and KwikChex are providing a very useful tool to allow just that.”
A KwikChex spokesperson said: “The lines on party policies are blurring to a great extent, and there is no doubt that in the light of recent events, personal integrity and values have become much more important. This new resource enables politicians from across the political spectrum to start to restore the reputation of public servants – and to enable the public to decide how they want to cast their vote based on easy to access information. We are indebted to Annette and Nick for their commitment to what we hope will be the start of new standards and far better engagement with voters.”
The finishing touches on the system, which include polls and surveys, a debate service that will enable the public to pose questions which each member will respond to, feedback on member policies and opinions and the capability for candidates to include video presentations to support their campaigns are just being made now and further announcements on which candidates are enrolling will be published shortly.
The primary focus for KwikChex is in identifying, validating and promoting reputable businesses. Businesses that have been checked and that make a commitment to transparency, service and consumer protection are permitted to use the KwikChex Outstanding Businesses seal on their website and other marketing materials. Consumers benefit by being able to check business credentials quickly and easily.
Fake and Suspect Online Reviews
In addition to promoting Outstanding Businesses, KwikChex provides services that are aimed at creating a more honest and dependable Worldwide Web. This includes dealing with fake reviews. We defend our members against online defamation and are working towards the improvement in the dependability of online reviews.
In some cases, where we have strong evidence or where there are reasons for grave doubts about an online review, we will advise the site publishers of the evidence and request removal. If the publishers do not comply , a notice will be posted (see example below) alerting consumers that a review post is suspect and directing them to this section of our site for details.
Suspect Review Alert - New Service
Anonymous online reviews are often used to deceive consumers. KwikChex.com has reported the review by..... and dated...... to the publishers of this site and offered evidence. As the review has not been removed as requested, we have posted this alert. If the poster wishes to verify the comments made, please contact KwikChex. This is report number....
KwikChex is now trialing a new online reviews system, designed to improve the honesty of online reviews.
Members of the public will be invited to join and will be able to:
To report Fake Reviews made about your business please complete the form below. You will receive a confirmation email and will be contacted straight away to provide a solution to your problem.
Which of the big three Politicians are talked about most on the Internet?
by: Chris Emmins - KwikChex.com
Consumers are being advised to check a website or business reputation by typing into search browsers the business / domain name followed by words such as 'complaints' or 'scams'.
Research carried out by a new online reassurance resource, KwikChex.com, shows that the results leave much to be desired.
The top results often feature websites such as complaints.com and numerous other ''review' based sites. Search such resources for eminent and reputable companies such as Microsoft and you find postings with titles such as:
'Microsoft Using Virus to Destroy Users Data' and 'Microsoft's Customer Service is nonexistant' (sic)
Go even to a leading website checking service such as McAfee Site Advisor, and in spite of the green safe rating, you will see reviews that accuse the company of scams, phishing, distributing spyware and viruses, browser exploitation and plain old 'bad customer experience.
Searches carried out by KwikChex on 500 well known businesses (including the web sentinels such as McAfee themselves) indicated that reputable and safe websites are subjected to an ever growing number of online assaults of this nature - and aside from the potential damage to their reputation and sales, the end result of this growing activity is consumer confusion - who can be trusted?
Good Reviews / Bad Reviews
On checking 20 prominent review sites, which are meant to reflect the views of customers, the situation was in many ways even worse. Good reviews can be posted by rogue businesses themselves and bad ones by competitors or disgruntled employees - only the number of reviews either way swings the overall rating and this is all too easily manipulated.
So whilst consumers are directed to checking in this way, they are usually viewing information that is completely unverified - taking notice of a good rating can lead an unwary consumer into trouble and giving validity to a bad rating can mean that a consumer loses out on a genuinely good deal and a reputable business a sale.
KwikChex (part of Elevated Communications Ltd) offers vital Online Reputation Management (ORM) tools to protect business and consumers reputation. KwikChex provide Online Reputation Solutions through Reputation Monitoring and are the first Reputation business to provide a robust model to actually verify the business details and potentially overt Crisis Management. KwikChex provides, Online Reputation Management (ORM),Reputation Monitoring,Crisis Management to increase both business and consumer confidence.
