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.
Empire Today® Makes Getting Beautiful New Floors Easy
For more than 60 years, Empire® has installed floors in homes just like yours. It’s what we do every day, and we’ve done it for more than three million satisfied customers. Empire offers name-brand carpet, hardwood, laminate, tile, vinyl, and blinds & shades for homeowners and commercial businesses. Get new floors without the hassle. We make it easy with our shop-at-home convenience, quality products at great prices, and professional installation, even as soon as Next Day*!
*On in-stock carpet and flooring styles only in select areas. Excludes floor prep.
4 weeks ago
4 weeks ago
Overall Satisfaction Rating
Buy your floors from Empire if you want a lovely in-home presentation by very nice people who have no idea what they're selling. You'll get a fast, thorough installation of a subpar product that comes with no warranties or guarantees, despite what the sales reps say. The customer service assistant will smile and be sweet as sugar while she tells you there's just nothing they can do about any false promises the sales team made, and they don't cover "normal wear and tear" when the new floor has scratches all over it within the first month.
Be ready! Because she'll make sure you know what a big favor it was for her to send the contractor out with a wood-stain pen to touch up the scrapes in the floor "as a one-time courtesy to make sure you're happy." And she'll make sure you know all her theories on what *really* happened and how it's definitely not their fault that they sold you something made of cardboard, spit, and disappointment.
Recommend this Company
Sami, we regret to hear that you feel this way and assure you that we take your concerns seriously. We'll be in touch with you shortly to discuss your experience.
I contracted with Empire to install carpeting, which they did 6/4, one week ago. It is a horror show. First, they did not disconnect my tv prior to moving, and broke the cable connection off my tv, rendering it unusable. The installers knew this, but said nothing. (And this is after I served them iced Gatorade, gave one a humidifier, and another 2lbs of venison to try). The seams are 4' wide and raised, visible from 25 feet, and look terrible. Their are many raised ridges throughout, as the carpet was not stretched properly. Wherever one steps on the carpet, it leaves a dark impression like muddy footprints. The carpet looks as if it is 10 years old after one week. Their customer service department is completely unresponsive, as is the sales person. It has been the worst consumer experience of my life. My advice, which I am following from today forward? Hire a local company which friends have used successfully. I am certain the Empire will not correct this train wreck, so I've already chosen a good local company to rip up this trash and do it right.
Recommend this Company
Terry, we regret to hear about your experience, and would like to know more. Please email your account and contact information to firstname.lastname@example.org for further assistance.
The salesman that came to our home (John) was very friendly and knowledgeable. He represented the company well and was very respectful of our home. He has been the only individual at Empire that communicates with me. Working with John has been the best part of the entire experience.
The installation was scheduled 2 business days later and the installation crew started the job without all the flooring. They said that they would be back on Thursday but that did not happen. I received a call from Empire on Thursday stating they were still waiting on the additional floor and that they would call me back and let me know when it is received into the warehouse. I did not receive a call on Friday, Monday or Tuesday from anyone at Empire with an update. I called the customer service line and they could not reach the installation manager named Bill. I am still waiting for a call from someone at Empire to update me on the status of the job. This has been a terrible experience and if I don't hear from someone soon I'll be left to assume that they are not completing the job and left to dispute the charge on my credit card.
Recommend this Company
Robert, we’re sorry to hear this. We’d like to help, but are having difficulty locating the correct account. Please email your account and contact information to email@example.com for further assistance. We look forward to hearing from you.
I had my whole house done. Half with hard wood and half with carpet. I love my new look. My family loves my new hardwood and carpet flooring. I am very pleased with both and highly recommend Empire to everyone who is thinking about getting new flooring. Even the installers were very professional, polite and super fast. We just love Empire.
Everything from making the appointment to meeting with the sales rep and the installers went well. The sales rep was friendly and was very patient while we tried to figure out which carpet (color) we wanted. The installers were very respectful and did a great job at installing our carpet, moving our furniture and cleaning up after they were finished.
I like the living room floor, although in the trim, its higher than the rest, so I keep getting my socks caught on it. The kitchen is grey, which is nice, however there is dark spots which look like the floor is dirty.
The entire process was easy! Michael came to our home, measured the rooms and showed several options. Two days later installation began. We had new flooring and stairs by the end of the week. The installers were friendly, professional and very skilled in their trade.
I am very pleased with the product I selected. Everything was handled professionally. All involved were very knowledgeable about the products and the installation process, my sales person and my installers were great!
Sales person was EXCELLENT; knowledgeable, listened to our needs, and provided the product line accordingly without pressure. Installation was not done as promised: installers came late, didn't have enough carpet to complete job, worked slow, were absolutely too interested in insuring their cell phones were plugged in for charging and taking multiple personal calls--which delayed them further. Although indicating they would need to be finished by 5 PM, since the handicapped resident needed to go to bed about 6 PM; they didn't leave until 8:15 with one room remaining for the next week. Fortunately the 2nd crew of installers were much more professional and proficient. Sad to say, but this experience did not leave us with a good impression of Empire.
Recommend this Company
David, we take your concerns seriously and would like to further assist you. Please email your street address and/or phone number to firstname.lastname@example.org. We look forward to hearing from you. Thank you, -ET Customer support
Empire Sales and Installation teams are excellent, very thoughtful and very accommodating to the customer's needs. As previously mentioned the flooring was for my Mother's house, but now I am seriously thinking of getting this flooring for my own Home Office (currently carpeted, but not for long).
Flooring was at my mother's house and she is extremely happy with the product! One interesting side effect of the product has been that my Mother is now able to sleep throughout the night. Come to find out that her previously carpeted floors, though immaculately kept, still retained plenty of dust which interfered with her breathing and sleeping. She does not incur that problem and the floors look great!
The flooring is beautiful, great deal. The people are great to work with starting with that first call to the finished install. The installers were very informative, clean and professional. They even cleaned up the front yard where they had the old carpet from the job.