Brand Tone

Reassuring, professional, and efficient

Brand Values

• •Reliability
• •Speed & Efficiency
• •Transparency & Affordability
• •Expertise
• •Customer-Centricity

Best Practices

• •Address Negative Feedback Head-On: The company must actively and transparently engage with negative reviews on platforms like Trustpilot and Yell. A consistent, non-defensive, and solution-oriented response strategy is crucial to show they are listening and willing to improve.
• •Simplify the Brand Structure: Clarify the relationship between "Go Assist," "Big Warranties," and "Go Repair." A confusing brand structure erodes trust. The copy across all platforms should be simplified to present one unified, accountable entity.
• •Under-promise and Over-deliver: The promise of "same day" repairs and low costs sets high expectations that are frequently not met, leading to customer anger. The copy should be adjusted to reflect more realistic timelines and potential costs. For example, instead of "same day," use "fast response times" or "we'll be there as soon as possible."
• •Focus on Transparency in All Copy: The "no fix, no fee" and "fixed price" promises are points of major contention. All marketing copy must be supported by easily accessible and clear terms and conditions that explain exactly what these phrases mean, including any exceptions or diagnostic fees.
• •Use Testimonials with Verifiable Sources: Given the discrepancy between their claim of "thousands of 5-star reviews" and the public perception, using real, verifiable testimonials is key. Link to positive reviews on trusted third-party sites (if they can be cultivated) rather than just making generic claims. This will slowly help rebuild credibility.

Social Perception

The social perception of Go-Assist is overwhelmingly negative. Despite the professional appearance of their website, the sheer volume of detailed, negative reviews on independent platforms paints a picture of a company that consistently fails to meet customer expectations, leading to a severe reputation crisis.

Copy Examples

• •Appliance breakdown? Don't let it ruin your day. Our vetted, local engineers are ready to fix it fast. Fixed price, no hidden fees. Get your free quote now.
• •Leaky washer? Warm fridge? Life doesn't wait. Go-Assist offers same-day repairs to get your home back on track. Trusted by major brands, loved by homeowners. Book online in 60 seconds!
• •Go-Assist | Fast Appliance & Boiler Repair | Book Online Official Site. No Fix, No Fee Promise. Vetted Engineers. www.go-assist-appliances.co.uk
• •From a noisy dishwasher to a faulty oven, appliance problems can be a real headache. In this guide, our expert engineers share five simple diagnostic checks you can perform yourself before calling in a professional. At Go-Assist, we believe in empowering homeowners with knowledge.
• •Welcome to Go-Assist. You've made the smart choice for reliable home appliance care. Your appointment is confirmed for [Date] between [Time]. Rest assured, a professional and fully-vetted engineer is on the way to resolve your issue promptly and efficiently.