The Two Kinds of Reviews That
Determine Who You Buy From Online:
As an online shopper, you probably weren’t aware that there are two different kinds of merchant reviews collected online that are affecting your buying decisions - they are called ‘Passive’ reviews and ‘Active’ reviews. As a online shopper, it’s very important that you know the difference.
are reviews that can be submitted by anyone; many times, without confirmation of a purchase or verified use of a product, service, or even the company. An individual posting a Passive review also doesn’t have to publicly display who they are, so it’s much easier for an angry customer to leave negative reviews about a business with little consequence to their image, but potentially fatal consequences to the business they’re reviewing.
on the other hand, are reviews that a business actively collects from ALL of its customers equally using a trusted 3rd party review service. Not only do Active reviews verify that the reviewer has actually made a purchase from the company, but they invite ALL paying customers to share their feedback and experiences, whether good or bad. In addition, ALL reviews are publicly posted for new potential customers to read.
So why does this matter?
This truly matters to you as a consumer, because you make important buying decisions based on the reviews you read online. The problem is, unless you know the difference, you could be making buying decisions based on really bad information.
Here are two things to remember when looking at merchant reviews online:
Passive Reviews are almost always negatively skewed
As consumers, how often do we go out of our way to leave a positive review after a good experience? Not often. But, how often do we go out of our way to leave a bad review after a bad experience? It’s in our nature to share our bad experiences with anyone that cares to listen, and the Internet seems to care.
Passive reviews are a great way to vent our anger about a company to the world. The problem is that because Passive reviews aren’t collected from everyone equally, then the reviews being displayed don’t provide an accurate view of the company.
Active Reviews provide the most accurate picture of a company’s real reputation
It’s just not possible for a company to be perfect, but can a company that does hundreds or even thousands of orders a day with only 5 Passive reviews and a 1.4 star-rating accurately be perceived as an awful company?
This is typically the case when Passive reviews are collected. However, when Active reviews are collected, the average star-rating tends to be much higher and a lot more accurate, because all customers are equally invited to share their experience.
Shopper Approved is one of the few rating companies in the world that only collects Active reviews. From a moral standpoint, it’s the only option, because when it comes down to it, Passive reviews just don’t give the full picture of a company’s true reputation and the experience they provide to the majority of their customers.
What can you do to make better buying decisions?
If you’re a consumer,
When looking at reviews online, keep these tips in mind:
- Look for companies with a large number of ratings and reviews, from a trusted 3rd party review source like Shopper Approved. These are most likely Active reviews and provide the most accurate picture of the company.
- If the company has a small number of ratings that are mostly negative, then they are likely Passive reviews and provide the least accurate picture of the company.
If you’re an online business owner,
Make sure that your company is collecting Active reviews in order to give potential customers the most accurate, honest representation of your company. If you don’t give your customers a way to give you feedback on their purchase, then they will go look for Passive review sites to share their concerns and frustrations when they have a bad experience. It’s much better to provide them with the proper tools and options that they need to properly resolve their issues when one happens to arise.
Big Bobs Flooring store serving Cleveland, Chagrin Falls, Solon, Gates Mills, Hudson, Novelty, Russell, Brecksvile OH. Featuring carpet, solid, engineered, handscaped hardwood floors, laminate, ceramic tile, luxury vinyl plank.
Overall Satisfaction Rating
"We came in from Lowes across street.
Met Patrick, he took his time to explain our flooring options and more important which would be best for our needs. He asked if we had dogs, we do, and he made recommendations based on the questions he asked. Somthing the other "guys" never did.
We did spend a little more, but it was our choice based off the questions Patrick asked,
And after he showed us the long term value of the product."
"When I walked in to the store I had no idea what I was looking for and D. Wayne was so helpful in making my selection! He asked me to bring a tile in from my wall to match the flooring and it was a perfect choice! We were so impressed by his knowledge and the store that we went back to select a backsplash which he helped us select. Our bathroom is finally finished and we are thrilled with how well everything matches!
Thank you D.Wayne!"
"Anthony, our salesman, was polite, listened and really assisted in finding the perfect carpet for my house. The installers were courteous and professional. They did an excellent job! I was very satisfied with my carpet purchase. "
"We used Big Bob's Flooring because we had an excellent experience on a previous job, along with their A+ Better Business Bureau rating as Flooring Expo. Although they have had a name change, the management and employees remains the same. This is a company that stands behind their products and workmanship! I highly recommend them to anyone looking for the best in quality!"
"Everything went very well..I was very happy with the end results and how hard everyone worked to make the floor beautiful. I am very satisfied except for the pieces of woodwork on both sides between the kitchen and dining area that were left out. it looks unfinished and we are trying to solve this problem as I write this. I get so many compliments on the floor, it looks just beautiful..AND does not show the dirt.."
"Dewane was very professional and knwlegeable aboute the products. I was given several samples to choose from. The prices are affordable and the warrenty is good. The installer was professional and curtious and the job was done in a timely manner. I intend to use Bobs flooring again in the near future and will recommend them to friends and family."
"I am Very happy with the service at Big Bobs Flooring , very happy with the carpet, and the price and the guys who installed it were on time, did a great job and were fast and friendly! Also, D. Wayne Thomas at the Miles rd store was awesome!! Friendly and helpful!
"We were referred by our contractor. "Big box" stores didn't have what we were looking for (honestly, we didn't know what we were looking for). Turns out our floor was at Big Bobs. Great material, great price."
"I love my new floor, the saleman, Dwanye was very good , just so happen the saleperson for the company of the floor I purchase happen to be there, what a good choice I made, The person who install the floor did a great job also,it great dealing with a company that have someone to install. Good experience while deal with Big Bob's Flooring Store again for my flooring needs."