How your reviews help companies to get better
When you review a company on Listeo, your first thought is probably how your review will influence the buying decisions of other consumers like you. You might have even been influenced by another company’s reviews yourself, choosing to order from this company because of their rating on Listeo. One thing you might not always consider, however, is what companies themselves do with your reviews.
Behind every review is a story, and when you put thousands of reviews together, a company can begin to understand how they can improve their business operations and improve their customer experience.
As a Customer Success Manager at Trustpilot, I deal with the companies and people who interact with, analyse and respond to the thousands of reviews posted on Trustpilot each day. So when you leave a review on Trustpilot, what do companies do with it, and how does it impact their decisions?
Companies learn from negative customer feedback
It may only take thirty seconds of your time to share a star rating and a few lines of text about your latest purchase or experience on Trustpilot. But the company receiving the review may spend much more time analyzing your experience so they can learn about their customers and help them to understand their business a little bit better.
Most companies have a person or team who receives a notification when every single review is published on Trustpilot. This enables them to quickly respond if there are any serious issues which need to be dealt with, or to simply thank reviewers for their time. A number of companies I work with will even have their Managing Director or CEO receiving email notifications from Trustpilot, so that they can get a snapshot of their customer satisfaction. For many businesses, Trustpilot might be their main channel for getting feedback, so it’s important that these reviews are seen and responded to as quickly as possible.
If you’ve ever posted a negative review on Trustpilot, you might find that the company uses this as a prompt to reach out to you directly through Trustpilot, or outside of the platform using the email and reference number associated with your experience. If you have a bad experience and don’t tell the company about it, they can’t rectify the issue and learn from it. Many of the companies I work with would prefer to get a 1-star review, rather than be unaware of the issues their customers are encountering.
