58% of companies primarily use personalized responses to reviews. This means they write a response tailored to the customer and their review. 26% primarily use standard responses and 16% use a mix of both. Standard responses are non-personalized texts that are sent to every customer (regardless of what they have written).
Responding with a standard reply is the faster method, especially when companies receive a lot of reviews. However, our research shows that customers want a personalized response. For customers, the most important elements in responses to negative reviews are a personal greeting, followed by an explanation of the problem.
A of companies delete negative reviews
We wanted to know how companies deal with negative user reviews. 7% of companies admit to deleting negative reviews or marking them as spam.
8% of companies believe that in most negative reviews the product/service was not used correctly and therefore explain what the person did wrong.
However, the majority of companies react correctly. 59% apologize to the customer and respond to the complaint, for example by forwarding it to the responsible team.
If we look at Germany in a European comparison, no other country deletes as many negative israel telegram data reviews apart from the Netherlands (also 7%). In Spain, 2% of negative reviews are deleted, in France 4% and in Italy 5%.
contradiction between customers and companies
38% of customers say they have never received a response to their reviews. Only 2% of companies, however, say they never respond to reviews. More than half of companies appear to respond often or always.
contradiction between customers and companies
This big difference is surprising, especially when you consider that 91% of customers read responses to reviews. The likelihood that they missed the company’s response to their review is therefore rather low.
Do companies only respond to negative reviews and therefore claim a high response rate? Positive reviews can also be responded to. If a customer expresses their satisfaction to a retailer in a physical store, wouldn’t they also thank the retailer for the compliment? Shouldn’t a reviewer receive the same treatment as a customer standing in a store?
Another factor in the conflicting opinion could be the difference in perception of the term “often”. singapore number Companies think they respond often or often enough. However, 46% of consumers think that customer reviews are not given enough attention by companies.
If we look at the results of our neighboring countries, Customers want we find the same josetta morales?s contradiction. In France, Spain, Italy and the Netherlands, there is also .
