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.
Love this shop. So easy to deal with. Your clock gets delivered quickly, straight from Germany. It's exciting because these are authentic german cuckoo clocks. The sound is soothing and it's a wonderful piece to have in your home especially as a talking point when people visit. I can't wait to put mine up. I love the updates you get via email too. Please support this business, it's so worth it.
6 days ago
, New Jersey
Overall Satisfaction Rating
After reviewing the Complete Cuckoo Clock Buyers Guide and determined the correct German quality clock, the Febrenbach Black Forest Clocks in Peddlers Village Lahaska, PA web site was easy to use and information was very helpful. It also provided videos for set up and troubleshooting. They also said they handle repairs first by phone then by mail or delivery. Our previous 30 year old cuckoo clock was not an authentic German quality clock and continuously needed repairs. We are very pleased with our new Hekas Traditional cuckoo clock.
We had a problem with the cuckoo in our cuckoo clock and got immediate help from the customer service. John, who is a true expert with those sophisticated clockworks, solved the problem remotely in no time. Excellent service! and the cuckoo calls happier than ever.
A fine shop with the best customer service, which is so rare nowadays. The friendly owner, Chris, has gone to extreme lengths to obtain items for me. A favorite shop; one I highly trust. I'll return for sure!
Outstanding! I ordered from an online picture. The clock was even more beautiful than the picture, if that is possible. It arrived within 2 days well packed and in perfect condition. Questions were immediately answered by Christopher at the store. We could not be happier with our clock!
I needed an Anri nativity stable, I called before I ordered for information, they were very helpful. I ordered the item and I got it very quick, I was surprised how fast, the product was great and so was the service, Jack and Patricia
I ORDERED A WEATHER HAUS. IT IS DELIGHTFUL. COSTOMER SERVICE WAS GREAT! THE PACKAGING WAS VERY GOOD. WE WERE /ARE TOTALY SATISFIED. WE HAVE NOW ORDERED A CLOCK. THE NOTIFICATION OF THE SHIPPING DATE SURPRISED ME....SOONER THAN I EXPECTED. I LOVE THIS SITE! I JUST BROWSE AND DREAM AND MAKE A MENTAL WISH LIST.LOL
I ordered a set of Wein Römer wine glasses with lovely etchings of grapes and grape leaves and traditional coiled green glass on the stem. They arrived promptly and were well-packed for the journey to California. I purchased them as a tribute to my great-grandmother and they will be happily used and proudly displayed. I couldn't be happier!
I just received my cuckoo clock. I really liked the protective packaging. It was incredible to see all the care they had when packing it. the cuckoo clock is extraordinary. It was very easy to buy online, I really liked that they contacted me to confirm the address. I like the price of the cuckoo clock very much. The cuckoo clock is much more beautiful than in the photo. I recommend buying from this store. the prices are good and the products are extraordinary.