Yes, it’s extremely frustrating and annoying especially as they don’t do anything except publish the listing, sitters and owners do the rest.
I just delete it every time
Annoyed? No. Sceptical? Yes. I’m assuming giving a five star review gets you the email invitation to add a trust Pilot review but the cynic in me bets anything less than four stars and you won’t get the email.
Yes, @RedLassie ! I had the same thought. “Oh, a survey rating the site.”…“OH. They’re asking about the homeowner? Again??? I just did this.”
I wonder what the point is and where that information goes. Is this fishing for some more “honest” reviews of members than those they posted publicly? If one party gave the other a dishonest good review because they didn’t want to look bad (*cough, we’ve heard of this happening, haven’t we) … and then on this second review thing they said it was a terrible experience, does TH do anything with that? Is someone doing comparisons…?
I just had one of these a couple weeks ago. In the comments section I said something like “the sit was fine, the homeowners were fine, what’s the point of this I just posted a review” and then added something like “you should be asking about reviews of THS, and my complaints are…”
I recently got a couple of 5 star reviews; one was followed by the above survey and the other with a request to review on TrustPilot. I said what I thought on both
Many companies ask for feedback/reviews. The savvier ones nudge only customers/users who have already behaved in ways that demonstrate satisfaction or already signal that.
It’s perfectly rational for a company to care about its Trustpilot ratings, for instance. For some teams, there’s an average number they try to hit or maintain and it’s a shared goal.
Of course, the best way to get good ratings or reviews is to actually satisfy your users or customers, not annoy them, inconvenience them, let them down or p*ss them off.
@RedLassie, indeed. Difficult to imagine the objective of such surveys - other than compliment fishing. And after each sit seems excessive frequency. Guess reflects THS lack of respect for member time.
I receive/delete these emails and I see them as less about meaningful “feedback for THS” and more about reputation repair and marketing.
Most of the TP reviewers are really rating their most recent sit experience – how the sitter or owner behaved, how the pets and house were, how communication went and not the platform itself. Yet those positive feelings end up being framed as verified reviews and praise for THS, even though it’s sitters and owners doing the actual work to create good experiences. On the other hand, when members submit an independent review from outside that THS funnel, it often seems to get flagged and pushed through multiple rounds of verification before it’s published, if it makes it through at all. Meanwhile, the feel‑good feedback that flows from sits via THS’s own surveys slides straight into “verified” public praise for the platform.
It starts to feel like THS is trying to harvest positive vibes from both sides and convert them into “look how great we are” messaging, instead of fixing the underlying issues that people keep raising.
I have answered them more than once. Your review gets that little verified user note, as they’ve requested it. I made it clear that I’m reviewing the company not the homeowner, marked them down a few (or more) stars and explained why. Its usually after they’ve made a change I passionately dislike (eg. 5app cut off, overlapping sits). Im actually looking forward to getting the next one so I can express my displeasure about the new fees. Don’t waste a chance to have your say, I reckon. And they cant dispute it or argue, because they invited you to have it.
I’ve just written my review for my latest hosts. It has triggered what we have suspected THS is doing in relation to the influx of 5* reviews on Trustpilot and why its rating is on the increase. No 5* review coming up from me!
I spoke too soon. I literally just got another one. Not the TrustPilot but the THS one. “How satisfied were you” with cleanliness, owner communcation, pet care responsibilities asked of you.
WHYYY?
I could see it as some sort of nudge for people who haven’t yet left reviews, but we both did, over 2 weeks ago.
It’s completely anonymous but “please include an e-mail in case we want to follow up”.
What the. ?
Edited. After seeing @temba post, I have checked the last message I got. You really need to read the small print to realize it’s for trustpilot.
It’s a redundant survey with the same questions that have already been answered. Only this time the general question is How did we (THS)do?
I find it really annoying because it’s not about THS. I filled it up once and at the final comment I said “this has nothing to do with THS but with HOs and sitters living up to their agreement.
I never answer those.
That’s what I thought until I double checked the small print. It comes from THS but it’s sent to Trustpilot.
Where is this small print you speak of? I looked carefully through the e-mail and there is nothing on the version I got that says that. Do you have to go all the way through the survey to see it on the last page? I didn’t re-do the survey.
I had started to reply to your deleted comment about it being visible if you click through, so I tried it…
Maybe I did get a different version. I went all the way through the survey again, and at no point on the big blue screen did it indicate where the information was going.
And it let me do the whole survey a second time too.
A few days ago, I found an email in my junk folder: “Your feedback matters. Would you recommend us?” The email was sent by Delight, a company specializing in collecting and analyzing feedback
