At one point or another, most businesses face receiving negative reviews online. If the thought of publicly receiving negative feedback makes you cringe, you’re not alone. However, responding promptly and professionally to a bad review will help your business to build integrity.
According to research, 68 percent of consumers trust online reviews more when they see some bad reviews mixed in with the good. When a business doesn’t have any negative online reviews, consumers are less likely to trust the feedback.
While no one wants to receive a bad online review, you should think of negative feedback as a gift for your business. Not all consumers will take the time to tell you what they did not like about their experience with your business. This feedback provides you with an opportunity to maintain the customer and build respect for your business.
So what motivates consumers to take the time to write a negative online review? A recent study conducted by Corra surveyed more than 2,000 American consumers about this topic, and here are some big takeaways:
The number one reason why consumers write negative online reviews is to prevent others from having the same unpleasant experience. The research shows that 73.2 percent of consumers consider this to be their biggest driver in writing negative online reviews.
As a business that receives a negative review, you need to respond to feedback as promptly as possible. Consumers will be watching to see how your business addresses and resolves the issue. Finding a way to improve the customer experience will help to diminish concerns over a bad review.
Consumers turn to online reviews to determine a company’s trustworthiness and credibility. Nearly half of the surveyed consumers feel that it’s their duty to write a negative review for a business that’s not up front about fees and policies.
Dedicate a page on your website to explain your fees and policies. Be empathetic when you respond to feedback and demonstrate that you want to make it a priority to inform customers of your fees and policies.
Addressing negative feedback promptly and professionally is worth your while as more than three-quarters of consumers will give a business a second chance after writing a bad review.