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Feedback Policy

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Feedback Policy

At REALM, we invite and welcome feedback – positive or critical. It is a form of communicating what you would like or need from the Platform and helps us review how we operate. Ultimately, we perceive ourselves as a human service organisation. We believe that feedback will occur in two primary forms:

  1. Customer Service Feedback – After our Members have received a service, we invite them to leave feedback on their experience to inform potential future clients. Our Consultants are receptive and open to Constructive feedback (positive or negative) as part of their ongoing reflection and evaluation of their professional expertise and development. We want to remind customers that one person's experience is not necessarily the same as another person's and to remain open-minded when conducting their reviews. We have outlined the process of Consultant review below. 
  2. Website Feedback – around what works/doesn't work and how we can improve the 'customer experience'. 

Customer Service Feedback: 

Positive feedback is always fantastic for our Consultants (and great for their ego, too!). Honest, constructive feedback is equally valuable. Everyone has 'good days' and 'bad days', including our Consultants. Critical feedback can let a Consultant know their limits. We all know people who are so committed to their customer base that they go to work on the days they should have stayed home. Constructive feedback helps the Consultant avoid complaints against them while informing future customers about what they can expect. Customers do not have to justify their feedback and reviews  -even if they are 'negative or critical'. Critical feedback delivered respectfully is as valuable to your consultants as positive feedback. It alerts the Consultant to areas they can work to develop.

Examples of appropriate critical feedback:

  1. There didn't seem to be a connection between us.
  2. I don't believe this person is genuine. (Everyone is entitled to their viewpoint even though a real Consultant will find this type of comment hurtful).
  3. They seemed to lack confidence in what they were saying
  4. Lots of predictions – time will tell.
  5. I struggled to understand their accent – they have a strong Australian/American/Glaswegian.. etc).
  6. I was looking for X type of Service, and it didn’t feel like this was their area of expertise.

Consultation Feedback Process: 

Upon completion of the service, the Customer is given a pop-up screen to review the Consultant by

a) Star- rating: The Customer will rate their experience between 1-5 (1 as the lowest form of experience – 5 as the best of experiences);  and 

b) Review –  Customer is offered an opportunity to write some words about their experience as part of informing future buyers  and the “BUYER BEWARE’ approach to service delivery.

Feedback Censorship: 

Feedback is an essential communication tool from one Customer to the next and between the Customer and the Consultant. REALM has obligations under the Telecommunications Act to censor feedback and remove inappropriate content. WE WILL ONLY REMOVE FEEDBACK THAT IS IN BREACH OF THE CODE OF CONDUCT AND TERMS OF USE. REALM. We are obligated to remove feedback that is: racist, derogatory, abusive, personally attacking, heckling, contains lewdity or profanities, and is generally offensive. Members that breach the Terms of Use and Code of Conduct may have their membership revoked. Feedback Censorship, as outlined, is under the Telecommunications Legislation and the Occupational Health and Safety Legislation. 

Equally, in the unlikely event that a Consultant is stacking their feedback wall with comments by friends and family, the feedback will be removed and the Consultant membership revoked.

Platform/ Website Feedback

REALM values our customers and looks forward to receiving feedback. You can send your feedback through our Contact form. You can show your support by visiting our Facebook Page, Pinterest, Instagram and YouTube, commenting, sharing or liking. Let others know about it if you like what we offer!

Suggestions Policy

As part of our commitment to our customers (including our Advisors!) REALM welcomes suggestions on how we can improve the customer experience. if you have ideas or suggestions please complete the Contact Form and follow the prompts to submit. We are always grateful for opportunities to review our current approaches! 

Policy Changes

REALM reserves the right to change policy to ensure good business ethics and responsibilities and ensure ongoing legal compliances. All REALM members will be notified of any policy changes that might impact them, their clients, or the way they conduct their business.

Questions

Questions about policy can be directed through the Customer Support form.