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.
"Great customer service and an excellent product. Had a minor issue with getting my brake kit to fit correctly, called Shawn and within minutes had my issues resolved. Would recommend these conversion kits to anyone looking to swap to disc brakes. A+ all around. Thanks again "
"I have actually not received my parts yet (ordered less than 24 hours ago) but I had a question prior to buying and Shawn responded to my email with 2 minutes and it was after typical business hours.
That is a huge plus in my book.
I will try to update as soon as my parts arrive and I get to work on them.
Oh, they shipped with USPS tracking in less than 20 hours and most of that was during the night when they can't ship.
This is the kind of customer service I try to provide to my customers.
Thank You Shawn,"
"Ordered a brake kit for a slide on drum 14 bolt. I am in Canada so Shawn worked with me to get shipping down to a reasonable amount. Received the package in a reasonable time, but it had the wrong brackets, Shawn responded to me email at 9pm and shipped out replacements the next day. Very satisfied with communication and issue resolution.
One recommendation I would make is to change the ordering form so that shipping is taken into account if you dont order rotors, we had to do a bit of back and forth to get a refund on shipping due to only sending one box."
"After the purchase I got a personal email. giving more information about the company.
I shipped to Belgium and the delibery time was very fast.
Also great and fast response on email.
will order here again if I need something like that.
"Easy to navigate website with great product description for trouble free ordering. Products are packaged well with quick delivery time. Lugnut4x4 was the only place that I could find a semi float conversion kit, as well as having it for a great price. "
"I ordered a disk brakes kit for my '73 F250 with rear Dana 60 because the truck had the two inch brakes and no one has the drums I need anymore. When the kit arrived I was disappointed to see that the parts did not fit as intended. I called lugnut on a Saturday with the intentions of leaving a message and hoping for a call back. Shawn answered and discussed my issues with me and offered to do all the legwork to look up the codes on the axle seals so he could figure out what I need. Monday morning I had an email with all my options laid out for me. SUPER GUY! Thanks again!"
"Knowledgeable and friendly, they have quality products backed by experience in drum brake conversions. Their service and support is great, shipping is quick, ad if they make a mistake, they are quick to sort it out. "
"Rear disc brake kit showed arrived very quickly. Fitment on my 79' F350 was perfect, loved that the calipers came loaded with the brake shoes and all the necessary hardware and that the kit included brake hoses, banjo bolts and copper washers. The only thing I'd change is that I'd send the calipers with a coat of paint or powder coating on them, and I wish there was another option to include an emergency brake that didn't include unicorn-hair two-year-only 70's Eldorado calipers. "
Overall Satisfaction Rating
"I am very happy with the disc brake conversion kit I purchased from Lugnut4X4. The kit included high quality parts that made the installation fast and easy. Pricing was awesome. Highly recommend their products. "
"Very happy with the kit that I purchased. Everything fit the way it was supposed to. I did have 1 issue that had nothing to do with the parts, it took me a little bit longer to assemble it. I would like to make a suggestion and that would be to supply an assembly sketch that shows correct orientation of the parts. Other than that, the kit was perfect "