Why Customer Review Sites Work

Almost everyone has used customer review sites at some point in their life

. The internet is filled with various sites that provide customers with reviews on everything from restaurants to movie theaters. The idea behind these sites started off with good intentions, but now the question of how effective they really are is coming into play.

The initial wave of websites like these to hit the internet were created to provide a place for customers to leave unbiased feedback on a company. They would have the opportunity to honestly recount their experience with the company. Before websites like these, the only outlet for a customer was to leave a testimony on the company's homepage. These testimonials were rarely made public if they were not supportive or positive. These websites became an outlet for customers, as well as a place to find accurate feedback.

Consumers are benefiting like never before from these types of websites. The information learned from reviews can be a huge factor in a customer's decision to pursue a relationship with a specific company. They can discover how well a company is in line with their needs based on actual experiences, not just a company's mission statement.

Consumers are not the only ones who can benefit from the information presented, businesses can also gain very informative information as well. Businesses can learn in what areas they are lacking the skills to satisfy their customers. They can also see what they may can add or take away from their business to better serve their customers. These websites also provide easy access for a business to further communicate with both satisfied and unsatisfied customers.

With further analysis of these types of websites, a few problems have been discovered. The most common problem is that unhappy consumers seem to have a louder voice and larger presence online. This most likely stems from the fact that their dissatisfaction is a greater motivator to find an online outlet to vent. This can lead to an inaccurate overall view of a business because more negative feedback may be present online, even though the majority of their customers are satisfied.

Another common problem is how subjective some negative feedback can be. The public is usually only presented one side of the story, unless a company is willing to create an online profile and challenge the feedback. Customers can also give harsh criticism of a business for things that are beyond the business's control. It's important to remember that negative feedback can typically be exaggerated.

The best way to avoid getting an inaccurate depiction of a business is to use multiple review websites. By using the feedback gathered from multiple websites, the consumer is able to gather a more accurate picture of the business. If multiple, consistent complaints are found, the odds of the business being a bust are high.

The only way to know for sure how good a business conducts itself is to try it out. However, this is not always an option for the consumer and that is where customer review sites can become helpful. Consumers can easily search the internet to find multiple, trusted review websites.

by: Jenifer Whitmire

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