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.
"The entire purchasing process was very painless, from beginning to end. It was easy to find the product I wanted from the website. As someone who is unfamiliar with digital graphics & submitting usable artwork, I appreciated the aid of the sales rep, Kristen N., in getting my images submitted properly. The responses were quick & we had the entire ordering process handled in a few days. Also, the cost is very reasonable & the turn-around is much quicker than we anticipated. Can't wait to see our finished product!"
Thanks so much for your comments, Tina! We're glad to hear that we've delivered you good products in a timely manner - that's something we strive for here at Vispronet. We look forward to working with you on any future projects you might have.
"This is the second time we have ordered from you and the service has been excellent and you have responded back to us in 24 hrs. We appreciate your continued support and service to our company and have been very satisfied with the product. Thank you"
Thanks so much for your comments, Lynsey! We're happy that you're happy. We strive to give our customers the best-quality customer service possible, and it's awesome that we were able to do that for you. We look forward to working with you on your next project!
"Our company ordered banners for a trade show. After reaching out to several companies we decided to use VisproNet based off several factors including: timely response to initial inquiry and follow up emails, friendly and knowledgeable staff, competitive pricing, and production lead times."
Thanks so much for your comments, Matt! We're glad to hear that you picked us over the competition! We pride ourselves on giving our customers great products and service backed up by a knowledgeable staff. Thanks so much for choosing us - we look forward to working with you on any future projects you might have!
"The experience using Vispronet was excellent. Easy to use and their expertise ensured the result was exactly what I wanted. Would recommend for sure. "
Thanks so much for your comments, Scott! We're glad to hear that you had an excellent experience with us. We strive to give our customers the best-quality products combined with the best customer service possible, and it definitely sounds like we were able to do that for you. We look forward to working with you on any future projects. Thanks so much for choosing Vispronet!
"I worked with Kristen and she did an awesome job. She was very helpful and accommodating, followed up with me on everything, and was very efficient. I appreciate all of her efforts. Please pass along my compliments. "
Thanks so much for your comments, Glenn! We strive to give our customers the best-quality service possible when they order from us, and we're glad to hear Kristen was able to provide that for you. We'll be sure to pass your compliments along to her. Thanks so much for choosing Vispronet!
"Excellent customer service and high quality product. We were pleased with our outdoor vinyl banners because the color was saturated and the vinyl is durable. Shopping online with Vispronet is seamless."
Thanks so much for your comments, Christine! We're glad to hear everything came out so well - we strive to give our customers high-quality products and support them via excellent customer service. We thank you for shopping with us and look forward to working with you on any future orders.
"Vispronet's patience and response during my creative inexperience was top notch. Thank you. "
We're happy to help! We strive to give our customers the best possible service when they come to us to get their items printed, and it looks like we were able to do so for you. Thanks so much for choosing us!
"Easy web page to navigate and make my purchase. I had a few questions about my order and contacting customer service was easy and helpful. I ordered the Roll-Up Deluxe 24" Banner and it came out beautiful! Great quality banner and colors came out crisp- and it came a day early! Will definitely use again for our next project."
We're glad to hear that we were able to be helpful and make your ordering process easy, Jess! We strive to give our customers the best quality of service possible when they order from us here at Vispronet and that includes our website, so we're happy to hear that it was easy to navigate the site and make your purchase. Thanks so much for choosing us to get your banner printed from - we'd love to see it action!
"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!