Trust & Verification
Would Use Again is designed to create a stronger trust signal than traditional public reviews. Recommendations are tied to genuine customer relationships, and customers can have their say even when the business did not invite them to leave a recommendation.
Core idea
Real customers. One simple question. A trust signal businesses cannot control.
Both Would Use Again and Would Not Use Again responses affect the recommendation percentage. Businesses cannot see a customer's answer before confirming a customer-started recommendation, and written negative feedback remains private.
Protections
Recommendations are linked to real work completed by the business. A business can send a recommendation request to a customer, or a customer can start a recommendation from the business's profile. Customer-started recommendations only go live after the business confirms that the customer was genuine.
Customers verify ownership of the email address or mobile number they use. Once verified, the same email or mobile can be recognised for future recommendations, keeping the process quick.
A business cannot keep sending recommendation requests to the same customer again and again. The same business is blocked from sending another request to the same email or mobile within 90 days.
Businesses cannot send recommendation requests to their own business email, business phone, WhatsApp number or owner account email.
Each recommendation request can only be completed once. Once submitted, the request is locked and cannot be reused.
Once a customer submits a recommendation, the original outcome is not something the business can simply edit or remove later.
Businesses can upload supporting evidence such as invoices, job photos or completion documents. Evidence can help a recommendation receive Additional Proof status after platform checks.
If a business rejects a customer-started recommendation and the customer believes this is incorrect, they can appeal and provide supporting evidence. Would Use Again can review the evidence and verify that they were genuinely a customer.
Would Use Again has moderation and flagging tools for suspicious activity, duplicate evidence, misuse or abuse.
Common trust questions
Recommendations are linked to completed services and customers verify their email address or mobile number. Genuine customers can start a recommendation themselves, so businesses do not control who gets the opportunity to respond. For customer-started recommendations, the business only confirms whether the person was genuinely a customer and cannot see their answer first. If a genuine customer is rejected, they can appeal and provide supporting evidence for review. Both Would Use Again and Would Not Use Again responses affect the score.
Businesses choose who they send recommendation requests to, but customers do not have to wait to be asked. Any genuine customer can start a recommendation directly from the business's profile. The business is only asked to confirm that they were genuinely a customer and does not see whether they selected Would Use Again or Would Not Use Again before confirming. If the business rejects the request and the customer believes this is incorrect, they can appeal and provide supporting evidence for review. This makes it much harder for a business to build its score only from hand-picked happy customers.
Public complaints often create arguments, retaliation and review wars. On Would Use Again, a Would Not Use Again response still affects the public recommendation percentage, but the written feedback is shared privately with the business. This gives customers a voice and gives businesses useful feedback without turning profiles into public complaint threads.
The percentage is based on customer responses to recommendation requests. Would Use Again responses increase the percentage. Would Not Use Again responses reduce it. This means private negative feedback still affects the public score, even though the written feedback is not shown publicly.
Allowing businesses to remove genuine negative responses would undermine trust in the score. Businesses can ask for moderation review if fraud, abuse or a mistake is suspected, but they cannot simply delete customer responses they dislike.