IMPORTANCE OF ONLINE CUSTOMER REVIEWS
Online reviews have become a reference point for many consumers over the years. These reviews provide useful information for consumers who wish to purchase a product or service. Online reviews come in many forms such as; the customer feedback page of a business; an online forum made by users; comments and opinions shared on social media platforms; and ratings left for products on online marketplaces.
Here are some of the questions on the importance of participating in an online customer reviews:
1. What is a customer review?
Customer reviews are basically feedback on a product or service by a customer who has purchased and used the product or service. Customer reviews can be found on electronic commerce and online shopping sites.
2. Do customer reviews matter?
Yes. Customer reviews matter because they help to inform other consumers about the quality of products or services being sold by the business.
Some of the benefits of customer reviews include:
■ Social Proof: While traders may write top - notch content to advertise their businesses, written customer feedback is more reliable for other consumers. This is especially important because consumers can see whether the businesses are keeping their word in when selling products or services.
■ Holistic Viewpoint: Customer reviews offer insight not just into a specific product
or service, but also into what the overall experience of engaging with the business is like.
■ Setting Businesses Apart: Customers are more likely to write a review on a business if it stood out to them in some way. Genuine reviews with images often encourage other customers to purchase items from them compared to a business with no customer reviews.
3. What is the difference between ratings and reviews?
■ Ratings are feedback given by using numbers or stars. For example, when a consumer rates a product, they usually give it a score from a scale of one to ten or from one to five stars. Consumers may also see creative reviews such as the use of smiley faces that correspond with their level of satisfaction with a product.
■ Reviews on the other hand are written by consumers about their experiences with a product or service. It is basically a written summary of a product or service by consumers stating why it is either recommended by them or not.
4. Why should I leave an online customer review?
■ To share experiences on consumer reviews;
■ To help other consumers make informed decisions;
■ One of the best ways of getting traders listen to you;
■ To thank or reward a trader that has provided exemplary service for you;
■ To correct the record after you see someone else’s unfair review;
■ To make suggestions for traders in making improvements in their products and services.
If you have any consumer queries or complaints regarding any trader, contact our National Consumer Helpline on toll free number 155 or by email on complaints@consumErsfiJI.orG.