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 very patient in the process to insure everything was perfect and exactly as desired."
Hey Ed, thanks so much for your compliments! We're glad to hear that you such a great experience with our customer service team - that's something we strive for here at Vispronet. Thanks so much for choosing us to order your trade show displays from!
"Great service - easy to navigate website. You guys rock."
Thanks so much for your compliments! We're glad to hear that everything turned out so well for you! We strive to give our customers the best service possible, and it sounds like we have! Thanks so much for choosing Vispronet!
"very easy to order from & I appreciated the double check on the not-perfect-resolution issue. "
Thanks so much for the compliments, Tony! We strive to make our ordering process incredibly easy and we're glad to hear that everything turned out so well for you. Thanks so much for choosing Vispronet -- we look forward to working with you on your next order!
"I needed a table throw for an upcoming business event and came across this company while doing a search online and I'm so happy I did! The customer service reps are friendly and very helpful, processing and shipping was quick and the finished product looked AMAZING! I've received many compliments on it! I'm very pleased and will use this company for future orders!"
Thanks so very much for your comments! We're glad to hear everything turned out so well with your order, and so happy to hear that you received such awesome compliments. Thanks so much for choosing us to get your table throws from -- we look forward to working with you on your next projects!
"Very easy site to navigate, quality of product excellent. Nice staff."
Thanks so much for your comments! We're glad to hear that everything was so easy for you - we strive to give our customers the easiest shopping experience possible. We're actually rolling out a new site experience in Q1 of 2019 to make it even easier. We encourage you to take a look at it when it goes live and let us know what you think.
"They made the entire process very easy, and were able to assist with my question when I needed to approve my artwork."
Hey Jennifer, thanks so much for the comments! We're glad to hear that everything turned out so easily for you. We strive to give our customers the easiest, fastest ordering experience possible. Thanks so much for choosing Vispronet! We look forward to working with you on your next order!
"Everything worked out just perfect! It's like having everything A to Zing, even help, at ONE click..!!
Thank you guys for an amazing experience!"
Hi Erick, thanks so much for your comments! We're glad to hear that everything turned out so well for you! We strive to give our customers the most amazing experience possible when they order from us, so thank you so much for the glowing review! We look forward to working with you on your next order. Thanks so much for choosing Vispronet!
"We were late ordering this and needed a tent quickly and got this a couple days prior to our local festival. Worked out great"
Thanks so much for your comments! We're glad to hear that everything came out so well for you. We strive to give our customers the best-quality products possible when they order from us, and the fact that we were able to do that for you is awesome. Thanks so much for choosing Vispronet!
"Got what I needed! Better quality than expected."
Hey Jamie, thanks for your comment! We're glad to hear that we impressed you with the quality of our products -- that's something we strive to do for every customer who orders from us. Thanks so much for choosing Vispronet!
"Great response time and very helpful! I needed to replace a part on my tent and they helped me find just the right piece. "
Thanks so much for your compliments! We're glad to hear that everything turned out so well and that you got the part you needed. We strive to give our customers the best-quality customer service experience possible, so we're glad to hear we could do that for you. Thanks so much for choosing Vispronet!
"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!