From 1 Star to 5 Stars: By Angelo Ciccarelli – Founder, Super Star Sport

At Super Star Sport, we pride ourselves on delivering high quality, consistent experiences for every child and family we work with. But like any growing organisation, we are not perfect. Mistakes happen. What matters most is how we respond to them. Recently, we were given a golden opportunity to put that belief into action when a valued client left us a 1 star review. What followed was a journey of listening, learning and ultimately restoring trust.

First and foremost, I want to say thank you to that client. It takes courage to speak up and share your frustrations, and doing so in such a public way made it even more important that we listened and acted. Instead of brushing off the review, we took time to understand exactly what had gone wrong. We reached out, opened a conversation, and most importantly, we listened without excuse. Their feedback was not only fair, but it gave us clarity on where we had slipped below the standards we set for ourselves.

From there, we acted quickly. Immediate changes were put in place to address their concerns, and we scheduled regular follow up calls to make sure things stayed on track. We also made the decision to prioritise this client for a short time to ensure they experienced a smooth, stress free service even during one of our busiest times of the year. It was not about special treatment. It was about doing right by someone who had not received what they were promised.

We asked for ongoing feedback, not just once, but continuously. It helped us improve week by week and showed the client that we truly cared. We also had an honest chat about how we handle concerns and encouraged them to come directly to me in future if anything ever fell short. Transparency and communication go a long way in rebuilding confidence.

In time, things turned around. The client’s trust was restored and the children were once again enjoying their sessions as they should. When we asked whether they would consider updating their review, they kindly agreed. That updated 5 star review was more than a rating, it was a reflection of how far we had come together.

To the client who raised their concerns, thank you again. You helped us grow. Your feedback has not only improved your experience but strengthened our service for others too.

This journey reminded me of something simple but powerful: feedback, even when hard to hear, is a gift. What we choose to do with it is what defines us.

At Super Star Sport, we’re proud that this approach to listening and improving has helped us build such a strong reputation. Today, we have over 500 reviews on Trustpilot, with an incredible 4.9 out of 5 rating. Every review, whether it’s a glowing five stars or valuable constructive feedback, helps us stay true to our promise of delivering fun, positive, enthusiastic and safe experiences for every child, family and school we work with. Thank you to everyone who has taken the time to share their experiences – you are a vital part of our journey.