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FAQs for Pluggers

What is a Plug?

A Plug is a positive feedback. On iplug, we expect a little more than a 'good onyer mate!' A good Plug should explain a little about what service was provided and how it was received. For example;

"We called IPLUG Plumbers in the middle of an All Black test and although Mister Iplug is a huge rugby fan he dropped everything and came running, fixing our emergency in less than an hour. That's what I call great service!"

Can we give a negative feedback?

Yes you can. We call a negative Plug a SLAP, and wherever you find a Plug button you will also find a Slap button. However, we strongly discourage Slaps except as a VERY LAST RESORT. For more on making negative comments, see Before You Slap.

What is a Slap?

A Slap is a negative feedback comment. See above.

Can anyone Plug businesses?

No. You must be registered as a Plugger with iplug to Plug businesses.

What's the difference between Users and Pluggers?

Nothing. They're one and the same.

Why do we have to register?

Because you will be making public comments on legal businesses in New Zealand. It would be irresponsible of us to allow completely random individuals to potentially abuse the iplug site.

 

You especially need to register if you want to receive Rewards – including cash – from iplug. See Rewards

What's validation?

Vallidation is when we send a unique code and link to the email address you have entered. You MUST click on the link to 'VALIDATE' your email address or your registration will not be complete. This ensures that your email address was entered correctly and that you have access to it.

Are our personal details public?

No. The only details that are public are your ALIAS and the optional demographics you can add to your profile. Your name, address and contact details are confidential between iplug Limited and you. See our privacy policy here.

Does the ALIAS have to be anonymous?

No. You can use your real name if you like. There are advantages and disadvantages to using your real name as your ALIAS. If you are a regular Plugger, using your real name will display to the public exactly where you do business – and this might have privacy issues. On the other hand, your real name will show the companies that you Plug exactly who it is that's doing the Plugging. It's up to you.

Does it cost to become a Plugger?

No. It's completely free.

Can my partner and I both register using the family email address?

No. Every Plugger must have a unique email address. One of you will have to create or acquire another email address for registration.

Can my company sign up as a Plugger?

No. A Plugger is a person. If you own a company and wish to Plug other businesses, you can sign up as yourself. Your Plugging of the businesses that you use is personal to you, whether you do it as an individual or as the owner/manager of your company.

What sort of businesses can I Plug?

Pretty much any business for which you are a user, customer or client. It doesn't have to be an independent business either; individual branches of a greater company, or even brokers or operators (such as Real Estate Agents) can be Plugged. Just be sure to clearly identify the 'entity' that you are Plugging.

I want to Plug my hairdresser, Steve, but he's not on iplug. Can I still do it?

Sure. Once you've double-checked that Steve is definitely not listed on iplug, make an Orphan Plug. For information on making Orphan Plugs, click here.

I Plugged my favourite coffee bar on Tuesday and then tried again on Thursday, but the Plug didn't work. Why?

You can only Plug the same business once every 28 days. That's to stop people Plugging the same coffee bar (for example) every day of the month.

I Plugged my Plumber a week ago for great service, but my bill has arrived and it's twice what was quoted. Can I Slap him?

Sure you can. You cannot Plug twice in 28 days, but Plugs and Slaps are different.

 

HOWEVER, before you're so quick on that Slap button, we suggest you try to remedy the situation first. The bill could be in error, or there may be a genuine reason for the extra charge. Before you Slap, click here.

I Slapped the furniture store the other day for late delivery of my new suite. Now it's arrived and they've explained the delay fully (which wasn't their fault). I feel foolish and want to do something. Can I withdraw the Slap?

No. Once made, a Slap remains on the site forever (unless you lied), which is why we recommend that you take other remedies before you Slap.

 

What you could do now is Plug the business AS QUICKLY AS YOU CAN, and explain exactly what happened. Readers of the Slap will see your 'retraction' and understand that the Slap was undeserved.

 

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FAQs for Business Owners

Does it cost to list my business?

Yes. But it's not going to break the bank. A full page of your business information, logo and contact details on iplug is $99 +GST per year. This entitles you to collect Plugs and build your Plug Rating. More information on listing a business here.

Why do you charge at all? I can get a free directory listing elsewhere

iplug is more than a mere business directory, and the $99 a year that businesses pay is the only revenue for the site. There is no advertising or pay-per-click clutter on the site, only your details. Also, we PAY out to New Zealanders to use iplug – something that no other 'directory' site does.

 

You get what you pay for, and while 'free' can sound appealing, what exactly are you getting for your 'investment'?

I want to list my business, but it says I have to log in or register first. What's the deal with that?

You must be registered with iplug to list a business. All this does is it saves having to ask you the same questions twice. A Plugger is a User of the site.

I own more than one business... can I list them all?

Yes you can. Every listed business (for $99 +GST) gets its own page and keywords and Plug Rating. You only have to register ONCE, but you can list as many businesses as you like. You can even list individual branches of the same business separately if you wish. Then your branch managers can be in competition with each other for collecting Plugs.

Can I list all my businesses on one page?

You can if you have to, but we don't recommend it. Your keywords will be diluted for one thing, and the Plugs and feedback you receive may confuse your customers.

 

For example, let's say you owned two supermarkets, a service station and a coffee bar, and the coffee bar is fantastic. The Plugs you get for 'great coffee' could have customers seeking this fantastic beverage at your supermarkets. Or conversely, a Slap for 'coffee tastes like cardboard' from the service station could affect the coffee bar.

 

Best that you separate the businesses and allow them to rise in the search ranks on their own merits

What is a Plug Rating?

A Plug Rating is a number that indicates the amount of Plugs (and/or Slaps) your business has received. It is your Plug Rating (and nothing else) that determines where your business is displayed on the search results. An algorithm is used, which applies a slightly higher value to Slaps than Plugs, to arrive at the Plug Rating.

What sort of businesses can list on iplug?

Any business that trades in New Zealand. It doesn't have to be a 'New Zealand' business, just one that has New Zealanders as customers.

 

It doesn't even have to be a business. ANY person or organisation or entity that has CUSTOMERS can list on iplug. This includes, but is not limited to; limited liability companies, tradespeople, restaurants, motels, commerce-driven websites, retail branches, real estate salespeople, Avon representatives, franchises, coffee carts, individual departments of larger corporations, and government departments. We would even welcome politicians – either local body or national – if any are brave enough.

 

In fact any 'body' that is prepared to pay $99 (+GST) per year and wishes to receive feedback from its customers/clients/supporters. How about it pub bands?

How do I get Plugs?

If you List, they will come... Or you can ask for them. We encourage all business listers, once their page is set up, to contact all their past or present customers/clients (if you have contact details) and ask them for a Plug.

 

iplug is paying rewards to New Zealanders to Plug businesses, so the Plugs are out there. It's just up to you to offer great customer service and let your customers know that you're on iplug (we have POS material avaiable here).

Can I get negative feedback?

Yes. But only if you deserve it. We call a negative Plug a Slap.

If you're encouraging New Zealanders to Plug businesses by offering Rewards, does that mean you encourage them to Slap too?

No. Rewards (Plug Points) are only awarded for Plugs. We offer nothing for Slaps. We also campaign heavily that positive reinforcement is much better than punishment. A Slap is a last resort.

Why do you allow Slaps at all?

Because if we only allowed positive feedback it would ruin the credibility of the site – and the presence of your business on it. If you had 55 Plugs on iplug, and we didn't allow Slaps, that's nowhere near as powerful as having no Slaps when they are allowed.

But what's to stop my competitors from intentionally maligning my business by Slapping it?

We have several controls in place to ensure that this does not happen.

 

1. By accepting the Terms and Conditions of iplug every time they Plug (or Slap), a Plugger warrants that they are a genuine customer of the business, and that the details of their feedback are completely accurate. For a competitior to Slap you they have to be a genuine customer, and the reported incident must be accurate.

 

2. Hearsay is not allowed. 'I heard that these guys...' is unacceptable, either as a Plug or a Slap.

 

2. All Slaps are moderated by iplug. Any comments that could be considered defamatory, or that contain no actual details ('these guys suk!') will not make it onto the site. iplug monitors all comments for breaches of the Terms and Conditions.

 

3. Businesses are able to RESPOND to Slaps, and often it's your response that will win the day for you.

'We're so sorry ma'am, if you would like to bring it back to the shop,
we will replace it free of charge!'

 

4. If a business can prove that a Slap is inaccurate or undeserved, iplug can remove it from the site. (And if it proves to be malicious in nature, or from a competitor, the Plugger can be blacklisted from the site.)

 

Pluggers who make inaccurate Plugs or who abuse the system can be removed from iplug and all their Plug Points cancelled, as well as any and all of the Plugs/Slaps they have made removed.

We made a genuine mistake and were Slapped for it. Will that ruin our Plug Rating?

No. The best defense against a Slap is to collect more Plugs. Any business can be Slapped, but it's the RATIO of Plugs to Slaps that tells the picture. Two Slaps and 99 Plugs is far better than only having one of each.

Some people are just complainers and will Slap us anyway. How do we deal with that?

A Slap must be more than just an abusive statement, and habitual complainers will reveal themselves by what they say.

'I came by on Sunday and they were closed! How inconvenient!'

Also, all the Plugs (and Slaps) made by a Plugger can be seen on iplug. Your potential customers aren't stupid – someone who only has negative things to say about businesses will make more than one Slap.

 

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FAQs for Searchers of Businesses

Do I have to register to search for a business?

No. Anyone can search. It's a free service.

I'm a Plugger – do I have to log in before I can search?

No. You can search without logging in. But if you want to Plug a business you will have to log in (or register) first.

What determines the order of the businesses in the search result?

The Plug Rating of the business is the only means of ordering search results on iplug. (In the case of two or more businesses with exactly the same Plug Rating, the results are alphabetical.)

What does Plug Rating mean?

The Plug Rating is a number arrived at based on the number of Plugs (and/or Slaps) that a business is received. If a business has received no Slaps (negative feedback), the Plug Rating is the same as the number of Plugs received.

I found a business that seems pretty good, but they have a Slap. Is that bad?

Not necessarily. Read it and decide for yourself. Is it relevant to you? For example the Slap might be about the children's facilities at a hotel, and you have no children.

 

Is it a genuine complaint? Or does it seem like someone just flying off the handle? Food shops get complaints when food prices go up, yet it's not their fault.

 

Have you read the Plugs the business received? If one person is complaining about delivery times while ten people praise the same thing, it tells you more about the complainer – or that it was an isolated incident.

 

Finally, what does the business have to say about the Slap? Did they respond at all?

 

'Yes, I know I was late to the appointment. Sorry about that. My mother passed away and I only found out en route to your place. You can guarantee that won't happen again.'

 

If the business has several Slaps about the same thing – and it's something that concerns you – then choose another business. But a single Slap on its own is not always an indication of poor customer service.

 

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FAQs about Rewards

What's a reward?

Rewards on iplug are Plug Points. You get One Plug Point for every Plug that you make.

Can anyone earn Plug Points?

No, but most New Zealanders can. You must register as a Plugger and give us some basic information. You will have to be 18 years of age to register, or over 15 with the permission of your parent or guardian. More about eligibility here.

What can I do with my Plug Points?

You can do one of three things;

 

1. You can give them away

 

2. You can spend them on Stuff at the iplug shop, or

 

3. You can redeem them for cash

What's a Plug Point worth?

A Plug Point is worth anywhere from 25 cents to $1.00. For example 100 Plug Points, spent in the iplug shop, could get you Stuff worth anywhere between $60 and $100 retail. Given to a charity or a school, your 100 Plug Points could be redeemed (by the charity or school) for $50 cash, and if you redeem them yourself, 100 Plug Points are worth $25.

Do you have good Stuff in your shop?

Soon. The Shop is evolving and we will be adding Stuff as we go along. Initially the choice might be a little limited, but we're looking for deals all the time. We make no profit on the iplug shop and pass on whatever savings we can to our Pluggers, so if you know of a good deal or have something you wish to sell in our shop, contact us here.

What's the cheapest thing in the shop?

We will always endeavour to have items in the iplug shop for as low as 10 Plug Points. The nature of these goods may vary, however, according to availability.

What's the minimum amount of Plug Points I can turn into cash?

100 Plug Points. Which can be redeemed for $25.

Can you give it to me in folding?

No. We will only deposit money into a New Zealand bank account.

I only have 72 Plug Points and I'm trying to cash up to go overseas. How can I get cash from them?

You can ask your friends for 28 more Plug Points. 28 friends need only Gift you one Plug Point each. Or 14 friends can Gift you two, etc.

I gave 90 Plug Points to my best friend but we're not friends any more. Can I get them back?

No, not from your end. Only if your friend chooses to Gift them back to you. Gifting of Plug Points works only one way.

 

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FAQs about Fundraising

How can we raise money with iplug?

Pluggers (Users) earn Plug Points for Plugging businesses (offering feedback). Plug Points are transerable and can be Gifted to a school or charity. The school or charity can then redeem their Plug Points for money.

If any Plugger can turn their Plug Points into cash, why do we need to register our school separately?

In simple terms, for more money. All Pluggers can turn 100 Plug Points into $25. But schools and charities who sign up as such can turn 100 Plug Points into $50. Also, schools and charities will display on the site as an option for Pluggers wishing to donate their Plug Points to a worthy cause.

You say school or charity... How strict are you in your definitions?

Not very. In the main the money offered to schools and charities has to go to a cause other than a private individual, or someone doing this for their own gain. Public and private schools, registered charities and non-registered organisations can apply.

 

PLEASE NOTE: iplug reserves the right to refuse an application based on a number of factors. In the main this would involve organisations who are in business solely for profit, and entities whose stated aims are racist, sexist or offensive in any way.

Does it cost anything to join iplug as a school or charity to receive funds from Plug Points?

No. It's completely free.