Custromer Reviews

6 Ideas for Improving and Avoiding Negative Customer Reviews

To survive and thrive in today’s digital, customer-driven, market environment, you need to stay one step ahead of your customers. Customer’s, empowered with social media and consumer reviews sites, can help build your business or destroy your business with their online reviews.

According to the 2105 BrightLocal Consumer Review Survey, 92% of consumers read online reviews before making a purchasing decision. That’s up from 88% in 2014. Star ratings are the number 1 factor consumers use for judging a business. Of those considering making a purchasing decision based on start ratings, 13% will only consider buying from a business with a 1 or 2 star rating. Restaurants and Café’s are most vulnerable to review-conscious customers were 60% of consumers make their decision to visit a food establishment based on the reviews.

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Source: BrightLocal.com

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Source: BrightLocal.com

Knowing how to manage online reviews is critical to the survival of your business. Below are some tips and ideas for managing online reviews and developing a positive review culture with your customers.

6 Ideas for Improving and Avoiding Negative Customer Reviews

Provide Excellent Customer Service
If you begin with a good foundation in customer service, getting positive reviews will be easy. Listen to your customers, be attentive to their needs, and being pleasant all factor in to having excellent customer service. When customers are treated well, fairly, and with urgency, then they are more inclined to give positive reviews.

Under Promise, Over Deliver
This goes together with providing excellent customer service. Going the “extra mile” (working extra hard for the customer) has its rewards. Customers are pleasantly surprised by your actions and reciprocate  by providing good, positive feedback.

Ask Customer for Reviews
When you’re providing excellent customer service and going above and beyond to accommodate your customers, then it’s time to ask for the review. Simply ask them if they would consider leaving you a good review if they liked the service received while at your place of business. To make it convenient for your customer, offer free WiFi so they can use their mobile devices while at your business.

Make Reviewing Your Business Easy
Provide links to your review sites on your website, emails and newsletters. Also, add all social media and review site icons on in-store displays or advertisements you mail to your customer list. Consider adding QR Codes to your in-store signs and displays or direct mail pieces so customers can easily access your review sites with a single scan of their mobile device.

Ask Family and Friends for Reviews
If you have done business with family and friends then ask them to review your business. There’s nothing wrong with getting a little help from friends and family, especially if you do not have any reviews yet and you need to build your online review presence.

Respond Quickly to Negative Reviews
If you receive a negative review, respond quickly and with facts, not emotions. Keep your cool and respond professionally and politely. If you can solve a customer’s problem, do so by having them reach you privately via email or calling the business. Help them work through the reason they gave you a bad review in the first place. Once you can solve their problem, you can ask them to reconsider the negative review and either remove it or change it.

Next Steps

Customer have who are unhappy with a business or product will not only tell friends and family, they will tell the world via online review sites and social media. Be proactive with your online reviews. Make a plan to check the review sites you are on. If you see something that is not flattering about your business, work on correcting it immediately. Remain professional and have patience as this process can take time.

Customer Loyalty Net Promoter Score

How to Easily Gauge Customer Loyalty and Satisfaction

One simple way to measure customer loyalty for your business, product, or service is to use the Net Promoter Score (NPS) introduced in 2003 by Fred Reichheld and Bain & Company. The NPS serves as an alternate method to traditional customer service satisfaction surveys where any person can administer the survey.

How NPS Works

The Net Promoter Score calculation is based on customer responses to the ultimate question: “How likely is it that you would recommend our company, product, or service to a friend or colleague?” 

Based on an 11-point scale respondents giving a score of 0 to 6 are known as detractors. Respondents providing a score of 7 or 8 are  passives, and respondents giving a score of 9 or 10 are known as promoters. See table below for description of each NPS category.
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NPS Survey Score Diagram

NPS Calculation

The Net Promoter Score is calculated by subtracting the percentage of respondents who are detractors from the percentage of respondents who are promoters. The NPS is represented as a number, not percentage, between -100 — where 100% of the respondents mark 0 — and 100% — where 100% mark 10 on the survey. Passives are used to calculate the average percentage, but not used in the final calculation for arriving at the Net Promoter Score.

See the Marketing Math section for the Net Promoter Score Formula and Calculator.

Organizational Responsibility

The organization or business must adopt the concept of using the NPS to gauge customer loyalty and providing support to customer who give a low NPS score. Customers who respond as either detractors or passives should be priority and a follow-up call given to decide how the organization can correct what caused the customer to give a low score.

How to Deploy an NPS Survey

The Net Promoter Score is typically deployed following a sale or service call. Using either internal or external email platforms, organizations can send customers the NPS survey. SurveyMonke.com offers pre-designed NPS templates for gathering customer data easily.

For more information on the Net Promoter Score, try one of the recommended readings listed to the right (top if you are on a mobile device) or visit this site.