1. Review Guidelines for Childcare Providers

  2. Review Guidelines for Parent Reviewers

Guidelines for Childcare Providers

Today, the impact of online reviews are becoming more and more significant, with 88% of consumers reportedly believing online reviews as much as they trust personal recommendations. With Space Parent Review, parents and families get a collaborative platform to share their experiences and stories about your childcare centre.

What’s in it for your centre?

Our algorithm favours centres with reviews displayed. The more good ratings and reviews you get, the higher you will appear in the search results. This means you get more exposure and leads.

Additionally, your service will benefit from positive and negative feedback from customers. The stream of praises and good reviews will help you build trust and credibility in your market. At the same time, the adverse comments and unfavourable reactions can be used to flag unhappy families- allowing you to take action and address the issues with the parents directly before they leave your centre for another one.

We ask for your collaboration in keeping the Space Review community credible and reliable by following our guidelines.

Eligible reviewers

We make sure that only people who have genuine experiences with your centre can write a review about it. As such, only verified parents or families who have a child attending your centre can write a review. Parents can access the review feature via a link shared by your centre (this link is available in your Space dashboard). Alternatively, centres that use the Home App also provide parents with the opportunity to create a review via their app. NOTE: Centres that use the Home App will have this functionality enabled by default. Centres can deactivate this function in the Office dashboard.

Reviews can be about your service’s customer support, facilities, the enrolment process, parent engagement, health and safety protocols, or anything relevant about the centre. If you don’t recognise a reviewer, you can ask our support team for our assistance in verifying that this parent was a customer of your centre.

Who can’t write a review

Reviews from anyone who works for a direct competitor or someone closely associated with the competition will not be accepted. Reviews from you, your employees, and family members about your centre to increase the ratings and number of good reviews will also be not eligible. Please do not ask people to write fake reviews; our team will have these removed once spotted and may deactivate your review functionality or Space profile as a result.

Objective review requests

When requesting reviews from parents and families, all customers should be given equal opportunity to provide a review. If you are using the link, this should not be sent only to a selection of your families in a bid to elicit positive reviews. Further, when requesting reviews from families, the tone of your invitation should be fair and neutral. It should be rooted in the purpose of listening to the parents’ needs, identifying opportunities for improvement, and keeping up what you’re doing right.

Centres should not ask a parent to leave a positive rating or revise an existing review in exchange for a refund or special discount. Do not offer incentives for reviews like discounts, monetary rewards, gifts, and the like, as these elicit biased reviews and may result in deactivating your review functionality or Space profile.

Responding to Reviews

No matter how irate a client is in their reviews, we ask you to be a respectful contributor to our platform. Our team takes extra measures to ensure that both parties, the reviewer and the centre, are respectful and collaborative. We do not condone discriminatory comments on a person’s social, political or religious views. Reviews and comments containing profanity, name-calling and assumptions about a person’s character or personality will be removed. We will remove a centre’s reply if it breaches our guidelines, and misuse of the platform can lead to the suspension of features or use of the Space platform.

Protect Everyone’s Privacy

Respect and protect the privacy of the children in your care, the parents, your staff and educators. We do not allow the posting of any sensitive or personal information such as phone numbers, names, birthdays, addresses, email, and anything else that could be used to track, identify, contact or impersonate someone. If one of your staff decides to use their name in responding to reviews, it is out of our control as it’s their discretion to put that information accessible to the public, but you can inform and warn them about its repercussions.

Displaying reviews

Reviews will be displayed automatically on a centre’s Space profile once ten reviews have been received. This ensures that a few good or bad reviews do not skew your centre’s standing unfairly. Further, centres can choose to toggle on or off the display of the reviews feature.

Removing Reviews

If you believe that a review is in breach of these guidelines or a false review, you can use your childcare centre’s business profile to flag a review. Our team is then alerted and will evaluate the review or comment to check if it violates our community guidelines. For example, if the review uses hate speech, has derogatory or defamatory statements, it’s fake and not based on a genuine experience, the reviewer does not have a child attending in your centre, or it contains private or personal information.

Once the review or comment has been confirmed to be in breach of our guidelines, Space will temporarily hide the review and reach out to the reviewer to allow them to make amends. Unless the reviewer updates it accordingly, it will remain offline.

Please keep in mind a review with negative sentiment doesn’t mean that it is defamatory. Valid reviews will not be removed just because you believe it to be unfair, not good for the business, or you think you deserve higher ratings. A review is owned by the parent or family who wrote it, updating, editing or deleting it is up to them. Forcing a reviewer to change what they’ve shared or pressuring them by giving incentives is against our guidelines.

Guidelines for Parent Reviewers

Today’s consumers rely on online reviews to make the right choice for childcare. Providing a review is an avenue for you to empower your childcare provider by sharing significant experiences with other families. Good reviews can create a positive online footprint and help their business. While honest negative feedback can help them shape and improve their work in the future.

As you share your personal experiences and discoveries on Space, we ask for your collaboration in keeping our community credible and reliable by following our guidelines.

Keep it genuine

The sky's the limit when you write your review. It’s all up to you– it can be short or lengthy as long as you share real, genuine personal accounts. Don’t make up stories and don’t write about someone else’s experience; leave it to them if they want to post about it.

Your review can be about your centre’s facilities, the enrolment process, parent engagement, health and safety protocols, or anything you believe is relevant information to parents like yourself who want nothing but the best for their children.

If you work for a direct competitor or are closely associated with competition, we ask you to refrain from posting as this will likely be a biased review.

Support your review

To help us build a trustworthy community, you may be asked for proof that you have a child that is or has been enrolled with the centre you are writing about. Make sure that you can verify that you are (or have been) a customer of the service before you post, as these will be used to verify the legitimacy of your review.

Be kind

As a contributor to our platform, your story is of great value to us and the childcare service you are reviewing. We welcome both positive and negative sentiments. However, no matter how bad your experience is, you are expected to be respectful and objective. Be constructive and think of this as a way for you to help the childcare centre understand their shortcomings so they can find solutions to make things better for you and their other stakeholders. We also encourage you to approach the centre and discuss your experience before posting a review online.

Hate Speech is not okay

We do not accept the posting of hateful, discriminatory, harmful, hateful, or obscene remarks. Reviews containing profanity, name-calling and assumptions about a person’s character or personality will be removed. Further, we do not accept blackmail or threats of using reviews or ratings to force a centre to provide refunds, additional compensation or specific actions that favour you.

Reviewer Profile

To provide a review, you either need to be invited by your childcare centre to do so, or if your centre uses the Home App, to have this functionality enabled in your app. Ensure that your username, profile description and picture reflect who you are. Don’t pretend to be someone else and write discriminatory or hateful reviews. If a centre flags a fake review, our team will reach out to the reviewer to request proof of their child attending the centre.

Your user account will be verified when you connect it to a valid, permanent email address. We strongly advise that you only include information you want to be displayed publicly.

Safeguard your privacy

This is a public platform, anyone who has access to the Internet can read your reviews. It is best not to disclose sensitive or too personal information such as phone numbers, names, birthdays, addresses, email, and anything else that could be used to track, identify, contact or impersonate someone. Remember that posting and including someone else’s is not okay too.

Displaying reviews

Reviews will be displayed automatically on a centre’s Space profile once they hit ten reviews. This ensures that a few good or bad reviews do not unfairly skew a centre’s standing unfairly. Further, a service can choose to toggle on or off the display of all reviews on their profile. Centres cannot deactivate individual reviews themselves; however, they can flag any review with our team to evaluate the review for a potential breach of these guidelines.

Review changes

You have the leeway to edit, update or even delete your review. When you have additional stories or concerns to share, you are encouraged to update your existing review instead of flooding your childcare provider with multiple write-ups from the same user profile. This might not be very helpful in the long run if it seems spammed.

Report reviews

Every contributor to our platform can flag a review if they believe it violated our community guidelines. Flagged reviews may be temporarily hidden or deleted whilst they are being evaluated. In the process, we ensure that we allow everyone to explain, make amends, or dispute. Always be responsible, fair and consistent when you report other reviews.

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