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.
"Great customer service means having the ability to cater to the needs of a client by performing excellent customer service skills without compromise. I was highly satisfied with my service provided by 'Bruce' who went above and beyond his duty of carpet installation. He is very personable and always manages to give great feedback to any questions asked to him. Bruce definitely possesses the qualities to have a loyal customer base and is viewed as the person to go for returning customers. He follows up with his customers to guarantee they are completely satisfied with completed work and provides feedback as soon as a customer makes an inquiry. From start to finish, I am very happy welcoming Bruce into my homes and having him take care of my carpet installs. He is also very neat and respectful of his surroundings. Great guy, and couldn't ask for better.
Overall I am a highly satisfied customer and will be a return customer, who will call upon Bruce to be my installation serviceman. Thank you for representing your business, Carpet Factory Outlet, and keeping customers happy to come back for future needs.
"We have used Carpet Factory Outlet, Transit Road, exclusively for years and have been very satisfied. Mike Matysiak's product knowledge and customer service is outstanding. I highly recommend this store for your flooring needs. "
"Mike M. and his entire staff are First Class. From the very start of the process, the flooring recommendations and guidance that that we received from Mike, were perfect for the spaces that we needed to replace. Mike is a true professional at his craft. Pricing is consistent with the value of the product, and they always stand behind their work. Not to mention, our installation/installers were both excellent. Choose Carpet Factory Outlet for all your flooring needs... We Always Do!
"When buying a commercial property there can be a million details. We decided to work with Jordan at Factory Outlet Center. We are immediately so happy that we did. Their communication and service was exceptional from the begining. They were professional, accurate on price, and good people that made the process easy and at times enjoyable. The man putting the carpet and flooring in, Jimmy, was kind and trustworthy and made each experience professional and insightful. I would highly reccomend the team at Carpet Factory Outlet Center on Transit Rd. in East Amherst NY. With so many details on this project, the floor was one that I would have to say went better than expected and was done well before our deadline.
Thank you Jordan and team!"
"Carpet Factory Outlet gets 5 stars out of 5 across the board! The most awesome experience ever! They have by far the best prices and the quality of the installation is flawless! Their customer service is courteous, polite and highly professional. I'm an out of state real estate investor and the whole transaction was done over the phone and via email in less than 1 week. I'm beyond impressed! I will recommend Carpet Factory Outlet to all my friends in Buffalo and surroundings for their carpet needs.
"We went into the Union St. store location just getting ideas on products and pricing. We were greeted by a nice lady that goes by the name of Yvonne. She listened to our needs and suggested the perfect carpet. We purchased thay day. She went a I've and beyond to understand what we wanted and is a wonderful addition to your team! Keep up the great work, Yvonne! "
"An incredible experience all around- from product selection, to customer service to quality and price. I would highly recommend Carpet Factory Outlet to all my family and friends... They got the job done perfectly and in a timely matter. Thank you, Jordan and the entire CFO crew! "
"Jordan Balsom made this entire process easy. Shopped many stores but Carpet Factory Outlet had no hidden costs. The installers were extremely friendly and moved all my furniture back to the original spot. Besides purchasing carpet for my upstairs, i also purchased vinyl planking for my downstairs. Carpet Factory Outlet met all my flooring needs. "
"I waited to review because a floor needs to settle. At first a door was sticking and a transition piece would make a snap noise when stepped on. Patience is a virtue. I know if I have to call for service CFO will make good. A little bit of soap on the door has relieved most of the sticking. The transition piece I believe will settle once the winter months and a drier house exist. These are minor issues and quite frankly, I am the only one who notices. The installer is top notch. The compliments on the bath and stairs makes my wife and self proud. I know we make the right choice!
"My husband and I love our new carpeting. Jordan was wonderful and he guided us in the right direction when picking out designs and colors. The quality of all the carpets is excellent. Delivery and installation were great. We will definitely order from Carpet Factory Outlet again!!"
"We had an idea of what we wanted. The sales person showed us a carpet he thought we would like. We loved it. It is now installed and we are very happy with our choice. We highly recommend Carpet Factory Outlet. "