The Dark Side of Reviews
For the record, 5-star reviews are fantastic. It is absolutely spectacular that a customer takes time out of their busy life to leave feedback about the experience they had at your business. All admins crave it and all customers want to have something to 5-star.
However, no good deed goes unpunished. Is there possible a dark side to 5-star reviews? A recent study done by Northwestern University shows that an average star rating of between 4.2 and 4.5 is most appealing to consumers. Customers will see a 5-star review and think it is “too good to be true.” You may be a phenomenal business owner with loyal customers, but we all know no one is perfect. Every business owner will have some negative review at some point.
You may start fretting over it even though you have 100s of reviews speaking nothing but positives. Your first reaction may be to have the review removed, but you do not need to act so drastically. A negative review can play out in your favor!
Upwards of 80% of readers look at the negative reviews according to the research. The Northwestern study reports, “Negative reviews have a positive impact because they help establish trust and authenticity.” Consumers are reasonable and use negative reviews as an important element in their decision-making process.
A negative review will help you learn more about your customer base and what makes them tick. Furthering your knowledge on how your business works, will help your connection to your customers and ultimately keep them coming back. Research has found that 82% of shoppers specifically seek out negative reviews, so don’t sweat the small stuff!
SureCritic will show you the light with ReScore! A one-of-a-kind feature that shows your sincerity, dedication, and follow-through with each review. Personalize your response for the customer and world to see. Readers will see firsthand how you can resolve a complication in moments! As you become an expert in responses, you will soon welcome constructive feedback! Give ReScore a go!