Kerfuffle Agent Testimonial - View Agent - Simple Reviews
Gary Horgan, Director, Martin&Co
Martin&Co was losing potential reviews because the review process was too time-consuming and complicated for clients to complete.
A key insight for Martin&Co's Gary Horgan was that the biggest barrier to collecting reviews wasn't client willingness — it was friction in the process. View Agents solved this with a review technology so simple that completion rates improved dramatically. By making it genuinely effortless for clients to leave feedback, Martin&Co removed the drop-off that had quietly been suppressing their review count, turning an underperforming process into a reliable engine for reputation growth.
Key points
- Gary values making it simple for customers to leave feedback that the agency can use in marketing.
- He welcomes negative feedback as a prompt to investigate, reflect and improve.
- Review completion rates significantly improved through simplified UX
- Clients able to leave reviews in seconds from any device
- Drop-off before review completion eliminated
- Higher review volumes achieved without additional prompting effort
The review process is so simple that clients actually complete it. We've seen a huge difference just from removing the friction — people don't drop off before finishing.