User Review FAQ

At CityGrid, we always strive to represent the views of both consumers and business owners, but we fully understand your need to maintain the reputation of your business. So we've answered some common questions below.

Quick Points to Keep in Mind:

  1. Don't worry if some reviews aren't positive - a mix of good and bad adds credibility.
  2. Encourage happy customers to write reviews - the more you have, the better.

     Do user reviews influence consumers?
     How can reviews help me attract new consumers?
     What if all my reviews aren't positive?
     What's the benefit of having lots of user reviews?
     Will CityGrid remove a review on Citysearch.com if I dispute it?
     How do I dispute a user review?
     What are my options if CityGrid rejected my request to remove a review?
     I suspect a review is written by a competitor or ex-employee pretending to be a customer. What can I do?
     Why am I seeing reviews from Ask and other sites on my page?
     I still have questions. How do I get help?

Q: Do user reviews influence consumers?
A: Of course! Research shows that 64% of Internet users seek out user reviews/ratings over all other types of content*. Our internal research shows that consumers trust other consumers' opinions to help make decisions.
Q: How can reviews help me attract new consumers?
A: The more content you have on your page, the more visibility your business gets in search results. And that helps new consumers find you.
Q: What if all my reviews aren't positive?
A: Research shows that a mix of negative and positive comments lends more credibility to a review**. So having both positive and negative user reviews actually works in your favor.
Q: What's the benefit of having lots of user reviews?
A: You get better visibility in search results, plus more reviews on your page means more information is available for other consumers to make informed decisions about your business.
Q: Will CityGrid remove a review on Citysearch.com if I dispute it?
A: Citysearch.com provides an open forum where users are free to speak their minds, but there are a few situations that may warrant removal of a review, such as:
  1. Personal Information - Including information such as personal email addresses, personal phone numbers, and/or personal postal addresses should be avoided.
  2. Illegal Activity - CityGrid doesn't tolerate the promotion of illegal behavior in any form.
  3. Languages Other Than English - Reviews should be written in English, and should never contain any code, encryption, viruses, etc.
Click here to view our Terms of Use
Q: How do I dispute a user review?
A: If a review violates one of the guidelines listed in our Terms of Use, you can ask to have it removed. Just send an email to customerservice@citygrid.com and tell us which guideline the review violates.
Q: What are my options if CityGrid rejected my request to remove a review?
A:We understand your concern, and we have some good news: All CityGrid advertisers can communicate with their customers effectively and maintain their online reputation:
  1. Encourage satisfied customers to write more reviews. When happy customers leave your business, remind them to write reviews. The more positive reviews, the better. Plus the most recent reviews always appear toward the top of your page.
  2. Create a compelling Business Message. Make sure your message on your Place Page is as powerful as possible.
Q: Can I find out who wrote a particular review?
A: CityGrid does not disclose confidential user information except in accordance with our Privacy Policy. We are not able to validate the identity of the person writing the review.
Q: I suspect a review is written by a competitor or ex-employee pretending to be a customer. What can I do?
A: If you're concerned that a competitor or disgruntled employee wrote a review, they may be trying to damage your reputation in other ways, so it's best to first try and settle the dispute directly with them. CityGrid is not able to determine the truthfulness of statements that users make, validate a user's identity, or mediate disputes.
Q: Why am I seeing reviews from Ask and other sites on my page?
A: We partner with other sites to post user reviews. If you're concerned about a review from another website, please communicate directly with that site. CityGrid doesn't own their content, so we can't remove any of their reviews.
Q: I still have questions. How do I get help?
A: If you have additional questions regarding Citysearch.com or content on Citysearch.com please check the Citysearch FAQs, Terms of Use and Privacy Policy. If you have other questions that we haven’t covered here please email Customer Service at customerservice@citygrid.com.

* Forrester, "User Ratings Top Consumers' Online Wish Lists," February 2008

** In a study on features that increase trustworthiness in online consumer reviews, having a mix of positive and negative comments on the product was the 2nd most popular choice (49%)
Source: Bazaarvoice and JupiterResearch, December 2007


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