ServAdvisor. Market problems and challenges
2/ Quality of reviews
Despite the importance of online reviews, attracting honest feedback organically is a little harder than it appears. Search Engine Land also reports that 70% of customers are willing to leave a review asked and only approximately 50% do so when asked. And unfortunately for retailers\ service providers, customers who had a bad experience are two to three times as likely to leave feedback as someone who received great service.
Unlike public pages, incentivized users are more likely to provide an unbiased look at the experience without allowing only negative feedback to muddy the waters.
Instead, reviewers hone in on the facets that add true value. Such approach adds credibility to the brand with ratings and third-party trust seals as well as pricing information and quick feature bullets. This additional information is more believable by a third party and is likely to be accepted by users.
With all of this in mind, now is a good time to address how to approach online reviews in an ethical way that will produce long-lasting, positive results for service provider perception.
Award motivated users are more likely to write a review as soon as the service was consumed, thus significantly increasing the number of total unique personalized reviews.
At the same time majority of such reviews tend to be positive, whereas standard approach is that `no award motivated` service consumers will rather wright a review on most popular sites (i.e. tripadvisor, google, yelp etc.) only when they are not satisfied with the service. Dissatisfaction is the only motivation for many service consumers. At the same time, most of satisfied service consumers are not personally motivated to place a review. As a result, many retailers\ service providers have lower review scores than their real quality of service.
Our mission is to change that trend.
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