Do Station Staff Read Google Reviews?

[Envoy]

I have just been on Google Maps and decided to click on some stations. On a side panel Google Reviews appears. Some of the comments concerning staff and facilities are not very nice. Of course those working at the stations could load favourable reviews but a general trend can appear when lots of reviews are loaded. I wonder if such reviews are monitored by management?

 

[357]

I found TfL/Crossrail were super on top
of Twitter but absolutely nothing else.

Twitter seems to be the only social media I see getting monitored and I've worked for quite a few TOCs

 

[dosxuk]

Any staff reading Google reviews about their place of work are gluttons for punishment. The amount of nonsense, often quite offensive, posted on those reviews, with basically zero ability for the business to come back (other than with a meaningless apology) makes for an environment where I would actively discourage staff from reading them.

 

[SteveM70]

I’m sure certain people at Blackpool North absolutely delight in reading these reviews

 

[Peter Mugridge]

I’m sure certain people at Blackpool North absolutely delight in reading these reviews

I just had a look at the Blackpool North reviews, and a surprisingly high number of them are complimentary.

Then there's this gem that has nothing at all to do with the railway station, so has clearly been placed in the wrong review pin, but for some reason it does seem strangely apt...





( Image is a screenshot of a Google review for Blackpool North railway station which consists entirely of photographs of and a remark about big jellyfish on the beach )

 

[DorkingMain]

Any staff reading Google reviews about their place of work are gluttons for punishment. The amount of nonsense, often quite offensive, posted on those reviews, with basically zero ability for the business to come back (other than with a meaningless apology) makes for an environment where I would actively discourage staff from reading them.

Agree with this - can tell you from experience with these things at a few levels: probably 5% of accusations / complaints made on social media are true, while 95% of them are at best a misrepresentation, and at worst are spiteful guff.

I used to occasionally browse social media for comments made about me, back when my job was working trains. It's interesting how people will post about a very minor run-in they've had with a member of staff, and then start embellishing it with additional untrue details to get the TOC's attention (and possibly out of spite).

That being said they never gave me much cause for concern - I was always happy to pass my details for complaints to anyone who asked - though they were an amusing read for those of us in the mess room.

 

[185143]

I've just (probably unwisely!) Looked at the reviews for my station.

I'm pleasantly surprised! A LOT of staff praise

 

[Alex27]

I've just (probably unwisely!) Looked at the reviews for my station.

I'm pleasantly surprised! A LOT of staff praise

I've also just looked at my station and it has mostly positive reviews (albeit aimed more at the station itself than staff)

 

[philthetube]

If the staff were obnoxious I suspect there would be no good reviews about the station.

Good staff should often not be noticed, also people needing help are probably not the ones going to leave reviews.

 

[DorkingMain]

If the staff were obnoxious I suspect there would be no good reviews about the station.

Good staff should often not be noticed, also people needing help are probably not the ones going to leave reviews.

Not so sure about your second point. Needing help can be as simple of an interaction as "What's the fastest way to get here?" or "How should I get to here now x train is cancelled?"

There's not one particular type of person who might need assistance from staff.

 

[tomwills98]

Not so sure about your second point. Needing help can be as simple of an interaction as "What's the fastest way to get here?" or "How should I get to here now x train is cancelled?"

There's not one particular type of person who might need assistance from staff.

If there was no option to send in praise for a member of staff then yes, you shouldn't hear anything about them. If the headmaster knows your name in school, you've probably had one too many run ins with the teachers

But as you can send in praise, you want the good member of staff to be approachable for the customers and when they do do something good, known by management so they get recognised for it.

 

[philthetube]

Not so sure about your second point. Needing help can be as simple of an interaction as "What's the fastest way to get here?" or "How should I get to here now x train is cancelled?"

There's not one particular type of person who might need assistance from staff.

Half agree, however a good proportion of passengers requiring assistance will be elderly, and quite a good proportion of people making leisure trips will be as well, the older people are the less likely they are to use computers on a daily basis, and so will be less likely to leave feedback, please note that this is a generalisation.

 

[Horizon22]

I sincerely doubt it - most probably don't even read social media that much about their company. Plus on Google Maps, most are representations of the general area.

 

[Envoy]

Many thanks everybody for your comments thus far. On Google maps, you can click on stations of interest and then click on the side panel for the reviews. Yes, you will find mention of the odd grump but you will also find that members of the public have given praise to staff who have been helpful. Also note comments about the station facilities and state of the toilets etc.

 

[Welly]

Apparently even bus stops can be reviewed! One in my village was given 5 stars with "Very Handy" comment!!!!