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A customer review is a review of a product or service made by a customer who has purchased and used, or had experience with, the product or service. Customer reviews are a form of customer feedback on electronic commerce and online shopping sites. There are also dedicated review sites, some of which use customer reviews as well as or instead of professional reviews. The reviews may themselves be graded for usefulness or accuracy by other users.
The reliability of customer reviews has been questioned. Abuses akin to ballot stuffing of favourable reviews by the seller, or negative reviews by competitors, need to be policed by the review host site. Since few sites restrict users to reviewing only items purchased from that site, it is difficult to prove a customer has actually used the product they are reviewing. Many service industry businesses have expressed the wish that customers let the business know in the moment if some aspect is unsatisfactory, so they can have the opportunity to fix it on the spot or provide compensation, rather than customers leaving unnecessarily disappointed and writing negative reviews.
Traditional review methodsEdit
Before the advent of the internet, methods by which customers could review products and services included customer comment boxes and customer service helplines. These methods are still in existence today although internet review sites have grown significantly in recent years.
With it's dominance in search, reviews became a logical progression in Google's product roadmap. Google's interest with reviews peaked in 2002 when it purchased the remaining business assets of review pioneer Deja, integrating much of their content into its own ecosphere. Over time Google changed to include reviews with searches which related to products and businesses, even allowing users to leave reviews.
In later years, Google's integration with Android devices also allowed them to capitalise on their own products including reviews, facilitating the prominence and reliability on reviews from a large portion of smartphone users.
Business owners who sign up to access the Google My Business service are able to prompt their customers to leave reviews directly from the Google My Business control panel. Businesses collecting reviews from Google also receive a boost to their search engine optimisation from positive customer feedback on Google as well as other numerous benefits both online and off.
Google sources reviews and ratings from 30 independent, Google review partners.
Google review partnersEdit
Only reviews gathered from Google Review Partners will allow users to enable the Seller Ratings extension and display review stars under their PPC and Google Shopping ads.
- Bizrate Insights
- Feedback Company
- Shopper Approved
- Trusted Shops
- Verified Reviews
Important facts about customers reviewsEdit
- 53.98% use online reviews at least once a week. .
- 56% of new customers expect to see a minimum of 4 stars before they’d consider using a business
- 86% of people surveyed said that they read reviews for local business, with only 13.6% who say that never read them..
- Just 6.76% of consumers would consider using a business with a 1 star, and only 7.85% would customer using a business with 2 stars
One of the first review sites was Epinions, established in 1999.
Major review sites include:
- MouthShut.com (Hotels, Restaurants, Travel, Automobile, Electronics, Home Appliances, Books, Employers etc.)
- Better Business Bureau
- Angie's List
- CNet (technology)
- Epicurious (recipes)
- Judy's Book
- TestFreaks (product reviews)
- Depth Reviews
- Qype (focuses on local businesses)
- TripAdvisor (hotels, restaurants and visitor attractions)
- Barnes & Noble
Humorous customer reviews are common on some major shopping sites, such as Amazon. These are often ironically or sarcastically laudatory reviews of products deemed kitsch or mundane. Another example is methylated spirits described in the style of a wine review. A product may become an internet meme attracting large numbers of spoof reviews, which may boost its sales. Famous examples include Tuscan Whole Milk and the Three Wolf Moon T-shirt.
Examples of spoof reviewsEdit
- A Million Random Digits with 100,000 Normal Deviates (book)
- f.lux (display color adjustment software based on the time of day)
- Twitter Wit: Brilliance in 140 Characters or Less (book)
- Osama Bin Laden's Hideout Compound (humorous reviews of Osama bin Laden's hideout compound written by Google Maps users after his killing on 1 May 2011)
- Uranium Ore
- "BIC Cristal For Her Ball Pen"
British spoofers have targeted several build to order novelty products made by Media Storehouse from two million licensed photo library images, including a canvas print of minor celebrity Paul Ross, and a jigsaw puzzle of Nick Humby, a former finance director of Manchester United.
- Doward, Jamie (26 June 2011). "Online customer reviews – they're not all they're cracked up to be". The Guardian. London.
- Why ranting on Yelp is the wrong way to complain about awful service
- Google buys remaining Deja.com business
- Get reviews on Google
- 10 ways you should be using customer reviews to gain more business
- About seller ratings ads extensions
- "Local Consumer Review Survey 2021| Annual Online Reviews Trends". Leave.Review. 11 May 2021. Retrieved 11 May 2021.
- Doward, Jamie; Emma Craig (5 May 2012). "Amazon spoof reviews bring art of satire to website". The Observer. London. Retrieved 5 May 2012.
- Steve Johnson (29 June 2009), How Gut-Busting Customer Reviews Can Help Take A Product To the Top of the Sales Charts, Young Money, archived from the original on 13 December 2009, retrieved 8 May 2010
- "f.lux - Comments". Retrieved 1 February 2013.
I need this app for my refrigerator. [...] I put a red light in my fridge and went down for some string cheese at 3 a.m. and ended up with a hot dog because it looked the same in red light. Thanks a lot.
- Douglas, Nick. "Twitter Wit: Brilliance in 140 Characters or Less". Amazon.com. Retrieved 3 May 2011.
- "Osama Bin Laden's Hideout Compound". Google Maps. Retrieved 3 May 2011.
- "Uranium Ore". Amazon.com. Retrieved 19 September 2012.
- "BIC Cristal For Her Ball Pen". Amazon.com. Retrieved 9 January 2012.