At CityMove, we value our customers' trust. To achieve and maintain that trust, we developed a unique review and ranking system to fairly rank and score movers who complete jobs on CityMove based on their customers' reviews.
Here is a brief overview of the system.
Verified Reviews
Verified Reviews are reviews submitted only by registered CityMove users after completion of a move. Each customer can review a mover only once per job. Customers score their mover on six areas plus an overall satisfaction score.
Areas rated by customers are:
- Courtesy
- Preparedness
- Efficiency
- Carefulness
- Availability
- Timeliness
Public Reviews
Public Reviews are reviews are submitted by customers for jobs done outside of CityMove. Because we have less control over how the move and/or customer was sourced, these are generally considered less reliable than Verified Reviews. However, we do have a number of very robust fraud checks in place to prevent movers from manipulating their own Public Reviews.
Mover Rebuttals
As much as we would like all reviews to be great, it doesn't always end up that way unfortunately. Sometimes it is the mover's fault that a customer had a bad experience, other times the mover may have a different view. To be fair to all parties, we allow movers to respond to a negative review by submitting a rebuttal. We encourage all parties to be professional in their reviews and to criticise constructively where possible.
What We Do To Prevent Fraudulent Reviews
We take the authenticity of the reviews submitted to CityMove very seriously. To prevent movers from reviewing themselves or having favorable reviews placed on our site that are not real, we take a number of precautions. These precautions include:
- Tracking IP addresses, sessions, and cookies
- Banning submissions from anonymous email addresses (such as those used by Craigslist)
- Limiting the number of reviews submitted per email, per customer
- Active human-monitoring of all reviews submitted
- Other undisclosed methods
Where we confirm to our satisfaction that a mover has attempted to abuse the system, we have banned movers from using our site.
How Movers Get Ranked
As a customer you have great influence over the ranking of movers. A highly ranked mover on CityMove gets a lot of attention from potential customers. Since many smaller movers don't have a large budget for advertising, being highly ranked on our site is a great source of word-of-mouth advertising.
Everytime a mover gets a review, whether positive, neutral or negative, we assign a point value to that review. Based on the accumulation of all those points, movers are ranked from best to worst. The top ten movers are also shown on the front page of the site.
In addition, if a mover cancels or a job was not completed due to the fault of the mover, penalty points are assessed. Currently, points are assessed as follows:
| Points For Reviews | ||
| Review "Overall Rating" |
Verified Reviews | Public Reviews |
| 1 Star | -15 Points | -3 Points |
| 2 Stars | -5 Points | -1 Points |
| 3 Stars | 5 Points | 1 Points |
| 4 Stars | 15 Points | 3 Points |
| 5 Stars | 25 Points | 5 Points |
| Points For CityMove Jobs | ||
| Bid Accepted | 10 Points | |
| Move was not done but not mover's fault | -10 Points | |
| Move was not done, mover's fault | -25 Points | |