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
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.
"Customer service was able to speak to me specifically about my order and my were answered completely. The automated review process went smoothly. The processing time was extremely quick! Can't wait to receive our stretch banner."
Thanks so much for your comments! We're happy to hear that everything went smoothly and that we were able to answer all of your questions. We strive to give our customers the best customer service possible, and we're glad to hear that we were able to do that for you. Thanks so much for choosing us for your printing!
We're glad to hear that everything turned out so well for you! We strive to give our customers the easiest ordering process possible and it sounds like we were able to do so for you. Thanks for choosing Vispronet!
"It was very easy to select product and upload artwork."
Thanks so much for your comment! We're glad to hear that everything turned out so well and that you found the site easy to use. We're actually working on rolling out a whole new site experience that should be even easier to use. We encourage you to check it out and let us know what you think.
"I asked to increase the quantity of the order and had no problems. Great customer service"
Thanks so much for your compliments! We're glad to hear you had such a good experience! We strive to give our customers the best experience possible when it comes to customer service. Thanks for picking us to print your yard signs -- we'd love to see them in action!
"Dealing with Eric, Kirsten and Amira with all our changes they were incredibly patient and professional. I am excited to receive the finished products. The proofs looked amazing. "
Thanks so much for your comments, Kimberly! We're glad to hear that everything looks great -- and we'd love to see pictures of your items in action if you feel like sharing them. Thanks for picking us to do your printing!
"What can I say... The first time I saw your product, i was walking though a fair in Aspen, CO. I really admired how well that entire canopy, back drop, side walls and table covering looked together. I knew right there that I wanted on for my company for our first street fair especially since we were the main sponsor. So I looking over the quality of thier tent, and I found your contact information on the back drop. Thanks to your easy to use website, we were able to use the online software to design our own distinct look. Vispronet's in-house artists found some flaws with the quality of our art, but asked if they could correct it for us. I was truly grateful. Our company typical participates in 14 trade shows a year, but we always use exhibit houses for that professional look. When we received our order, we set it right up. Unfortunately, their was a mistake on the canopy and UPS destroyed the case we selected. But after a phone call to our sales representative, Destini; she took the bull by the horns and within a few days our design was better than I ever expected. I would recommend the Vispronet Team for your next event. We personally will be using them again."
Thanks so much for all the compliments! We're really glad that you had such a great experience with everything. And we'll be sure to pass your compliments along to Destini -- she's a credit to the Vispronet customer service team. Thanks for picking us for your trade show goods -- we'd love to see everything in action, and we look forward to handling any future orders you might place!
"The service was great and the banners arrived exactly as requested and on time.
I was looking at a number of companies before choosing vispronet. The deciding factor was the guided ordering process and the extremely detailed documentation about the specifications required for the artwork. Another great feature is the automated proofing, which speeds up the pre-production process. I finished the banners after midnight and was able to get them submitted and proofed within an hour. I definitely will use vispronet again for any future projects!"
Thanks so much for your comments, Frank! We're glad to hear that you chose us. We strive to give our customers everything they need to make the ordering process as easy as possible -- including the detailed documentation and the guided order process. We're glad to hear that everything came together so smoothly. Thanks so much for choosing Vispronet -- we look forward to handling the future orders you place!
"Amazing experience for last minute project.
The entire team was super helpful and willing to tackle the project with us.
We can't wait to use vispronet again! "
Thanks so much for your compliments, Amy! We're glad to hear that we were able to get everything done for you, especially on such short notice. Thanks so much for choosing Vispronet -- we look forward to working with you again!
"These products are usually better quality the other companies we've bought from and cost less. I would recommend."
Thanks for the glowing recommendation, Julie! We're glad to hear that you've had such positive experiences with us and we look forward to handling your orders in the future. Thanks for choosing us for all of your printing needs.
"The agent that worked with me was Rebecca, she helped me through every step of the design process, by phone and email. She was wonderful and helped me create a great product! I would recommend Vispronet to anyone. Thanks!"
Thanks so much for your compliments, LDMM! We'll be sure to pass them on to Rebecca. We're glad to hear that you had such a positive experience -- it's what we at Vispronet strive for every time we have a customer come to us. Thanks so much for choosing Vispronet: we can't wait to see your product in action!
"ordered another banner and Devyn was very helpfull answered all my questions."
Glad to hear that you had such an excellent experience with Devyn. She's a credit to the Vispronet team and we're glad to have her. Thanks so much for picking us to print your banners! We look forward to handling any future orders you might have for us!
"Kiersten was amazing! She made this order so simple when it was truly complicated in my opinion. Thank you Vispronet! We can not wait to see our tent and sides completed with the art work. Again, Thank You Kiersten For An Amazing Job Well Done! "
Thank you so much for your compliments! We'll be passing them along to Kiersten. Here at Vispronet, we strive to give our customers the best service experience possible. We're glad to hear that Kiersten was able to do that for you -- she's a credit to the Vispronet team. Thanks so much for choosing us to make your tent -- we'd love to see it in action.
"i spent 2 weeks shopping for our business and they were the most customer friendly and walked my thought me thru the process. "
Thanks so much for your compliments! Here at Vispronet, we strive to make the process as easy as possible for our customers. We're glad to hear that we were able to do so for you. Thanks so much for choosing Vispronet! We look forward to handling any future orders you might place.
Thanks for your comments, Ann! Here at Vispronet, we strive to give our customers the best products possible coupled with a great customer experience. We're glad to hear that we were able to deliver that experience for you. Thanks so much for choosing Vispronet!