It’s true that you can’t take negative feedback online 100% seriously: people are far more likely to log on to review and ratings websites to vent rage at a bad experience than they are to praise the great service they’ve just gotten. Other agendas can be at stake too – like competitors determined to stick their oar in and bonkers expectations can all affect what gets said about a brand, product or service online.
You’ve probably seen it yourself on sites like Trip Advisor: crazy bad reviews from those with no decent basis for comparison (it’s the first hotel she’s ever stayed at and Disgusted of Co. Clare is aghast her €59 a night room didn’t come with a 24 hour on-call butler ready to cater to her every whim) go hand in hand with genuine gripes. It can add up to overall super-negative ratings for mostly amazing hotels which bear no real resemblance to the general good service most experience – and that’s because not enough people who’ve had a great time bother to say so to even things out.
Because when it comes to the stuff we buy, we’re often caught up in that cosy post-shopping glow, aren’t we? Basking in the warmth of the smiles we got and chat we had with helpful sales assistants as they rang up our new purchases, we rarely think to take to the web to express our pleasure at a great customer service experience. Nope, we only ever log on when we’re cross so we can give out yards. And hey, that’s not always fair – so today lets take the time to rate those absolutely brilliant times we’ve had customer service-wise.
What’s been your absolute best experience? It can be anywhere – in a salon, clothes shop, restaurant or spa: to the comments!