What Are User Reviews & Why Do They Matter?
ProjectKnow.com invites alumni and their loved ones, as well as facility staff members, to leave ratings and commentary about their personal experiences with a particular facility. The opinions shared in User Reviews are expressly those of the user, and do not reflect the thoughts, beliefs, or opinions of ProjectKnow.com.
Consumer feedback is crucial for any business and, with 88% of consumers trusting online reviews as much as personal recommendations, treatment facilities and consumers alike need to understand the essential difference these reviews can make. For treatment facilities, reviews left by stakeholders of your center can highlight the strengths as well as the areas of opportunity for your business to grow, allowing you to engage with your consumers and improve your offerings. For prospective clients, reviews allow a more in-depth and “real” look at a facility. Choosing a treatment center for either yourself or a loved one is a very serious decision, and hearing from those who have had personal experiences with a facility will allow you to comprehensively assess all the available options.
How We Collect Our Data
ProjectKnow.com User Reviews are collected through extensive surveying of facility alumni and their loved ones; administrators and staff; referral networks; and other members of the treatment community familiar with the facility and its operations. We use a variety of channels to source comprehensive surveys on the experiences, quality, and quantity of care provided at treatment centers. Channels include but are not limited to:
- Emailed survey requests via the facility’s mailing list of relevant parties;
- Emailed survey requests via mailing lists received from industry associations and/or publications;
- Social media ads (eg. Facebook, Twitter, LinkedIn);
- Google and other paid search ads;
- Links within our website or other treatment related websites;
- Third-party audience survey providers;
- Facility-disseminated links via newsletters, email, social media, and other digital channels.
ProjectKnow.com takes the legitmacy of all User Reviews very seriously and upholds all data presented to the highest standards of quality. All User Reviews undergo multitude of quality checkpoints in an effort to ensure accuracy.
All User Reviews are vetted by a quality control specialist, who performs a series of checks and tests to ensure valid and unique responses. These checks include email address matching, IP address look-ups, frequency analysis, and qualitative + quantitative likeness assessments. ProjectKnow.com has the right to remove any responses considered to be abusive or manipulative of the reviews’ process, any personally identifiable information, or commentary considered slanderous or inflammatory, including but not limited to:
- Prejudicial, racist, or otherwise offensive commentary;
- Unsubstantiated accusations of dishonesty or wrongdoing against facility staff;
- Unsubstantiated accusations of dishonesty or wrongdoing against other residents;
- Unverified or inaccurate claims about facility operations;
- Grandiose or otherwise inappropriate claims or statements.
Our quality assurance processes are rigorous, continuous, and may be applied retroactively to posted comments. However, ProjectKnow.com does not remove or edit negative reviews upon request or for payment. A User Review will be considered for removal or changes after it is published if requested by the user who posted the review; such amendments can only take place following an identity verification process.
How Facilities Can Engage
ProjectKnow.com also allows facilities the opportunity to proactively manage their online reputation by responding directly to a User Review or flagging a User Review for additional review.
The Official Facility Response form, located on the bottom of each User Review, allows treatment centers to respond directly to a User Review that has been left on ProjectKnow.com. These responses are subject to quality control before publication and ProjectKnow reserves the right to remove or amend responses under the same rigorous guidelines set forth for User Reviews. Additionally, any content that is not intended to address the commentary left in a particular User Review will be removed from the Official Facility Response prior to publishing. Facility Responses must be submitted using a verified facility-specific email address. All Facility Responses will be published within two business days of submission.
If a treatment center believes that any User Review does not meet the criteria for public posting, they may use the “Flag For Review” feature to alert a ProjectKnow.com quality control specialist who will provide additional review to determine acceptability.
User Review Removal Request
If a facility feels as though our quality checkpoints did not adequately evaluate the data and thus a fraudulent review appears on their profile page, the treatment center is welcome to complete, sign, and submit a User Review Removal Request form providing an explanation and evidence to support the inquiry. Reviews can only be removed from ProjectKnow.com if substantial evidence of manipulation, discord with our posted policies, and/or defamation is discovered. All provided proof and explanations will be thoroughly investigated and a decision will be made within five business days of submission.