Dispute with customer reviews site

Discussion in 'General Business Forum' started by wilsjames, Sep 10, 2019.

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  1. wilsjames

    wilsjames UKBF Newcomer Free Member

    23 0
    Thats not what they told us on the phone if you take the premium option
     
    Posted: Sep 11, 2019 By: wilsjames Member since: Sep 10, 2019
    #41
  2. Chris Ashdown

    Chris Ashdown UKBF Legend Free Member

    10,649 2,153
    We always only used "FEEFO" and found it the most reliable, we sent them data on sales, they select some of them and ask for a review and print them with the option to leave a answer to the review or give a very good reason for it to be removed, but its big selling point was only customers contacted could reply
     
    Posted: Sep 11, 2019 By: Chris Ashdown Member since: Dec 7, 2003
    #42
  3. Gordon - Commercial Finance

    Gordon - Commercial Finance UKBF Ace Free Member

    1,537 413
    I don’t think there is - impossible for any company to be unbiased and impartial when they are receiving money from the reviewed companies.

    A free service that is free for everyone, and of course they just need to find another way of making revenue.
     
    Posted: Sep 11, 2019 By: Gordon - Commercial Finance Member since: Jun 26, 2017
    #43
  4. Chris Ashdown

    Chris Ashdown UKBF Legend Free Member

    10,649 2,153
    Why on earth not, you pay for a service nothing else, if you follow the FEEFO example the costs are in contacting existing customers and printing their reply, there is no room to be biased, say I send them my sales from today at 10 customers, they pick according to their algorithms say 3 of them and ask for a report, this is then published in full, they have no other input. no room for non customers to add comments and the company has the right to reply
     
    Posted: Sep 11, 2019 By: Chris Ashdown Member since: Dec 7, 2003
    #44
  5. UKSBD

    UKSBD Not a real duck Staff Member

    9,315 1,743
    Most of these review companies are designed for business owners not punters, they are geared up to collect good reviews and ignore negative ones.

    If businesses turn a blind eye to this, are happy to use them and happy to give a false impression it just makes the manipulation worse

    Take the example above, Chris would send 10 customers, but would he send the details of any where the transaction didn't run smoothly, the person cancelled or returned the order, or would he send the details of all the ones that ran smoothly?

    If any review system is geared towards the business it will always manipulate the results

    Sadly the ones that manipulate the results are the ones that business owners like :-(
     
    Posted: Sep 11, 2019 By: UKSBD Member since: Dec 30, 2005
    #45
  6. Ian J

    Ian J Factoring Specialist Full Member - Verified Business

    5,355 1,539
    You missed out the fact that many will be from clueless idiots.

    I like TripAdvisor for restaurants when on holiday but the reviews and ratings are terrible.

    The best restaurant on Kefalonia isn't even listed as the best restaurant in it's own small village as it's beaten to the top spot by a "restaurant" that doesn't actually serve food.

    We go to Javea most October half terms and one of the reasons is the number of excellent restaurants but if you look at TripAdvisor half of their top ten are curry houses.

    I was interested to read that one reviews site has an app for customer websites that is fiddleable and it explains why my one-star rating for a particularly poor factoring company never showed up on that factoring company's website and only the five-star ones did
     
    Posted: Sep 11, 2019 By: Ian J Member since: Nov 6, 2004
    #46
  7. Mr D

    Mr D UKBF Legend Free Member

    16,802 1,877

    Yes, who doesn't want to be known for 5 star reviews?
    Making manipulation easy just makes the reviews not an accurate picture and basically makes a nonsense of review system.

    Anyone download apps? Ever go into the download screen and see some reviews? Some great reviews and usually some bad ones. On the ones I download anyway. :)
    My experience of many apps is they'd have a hard job justifying more than 3 stars. Are the 5 star reviews that cry all is wonderful with the app worth the time and money involved in getting them.
     
    Posted: Sep 11, 2019 By: Mr D Member since: Feb 12, 2017
    #47
  8. UKSBD

    UKSBD Not a real duck Staff Member

    9,315 1,743
    The problem is, try to create a genuine system and it gets abused from both sides,

    5 Star reviews from very similar style writers, names, locations etc. (connected to the business)
    1 Star reviews from very similar style writers, names, locations etc. (rivals of the business)
     
    Posted: Sep 11, 2019 By: UKSBD Member since: Dec 30, 2005
    #48
  9. tony84

    tony84 UKBF Big Shot Free Member

    5,569 985
    It depends...
    There should be a way to remove negative reviews if they are not valid.
    You should not be able to remove bad reviews just because you pay the company.
    The cost should be reasonable. I would have no qualms against paying maybe £5-10 a month for a basic service that people know is reputable. Then you could offer bigger packages for maybe 20+ reviews a month and so on.

    We had a review on google last week, the first negative review we have had since starting 6-7 years ago. It was from a bloke who would not answer where his £150k deposit came from so my words to him were "on the basis that you are not prepared to answer these initial questions, this is not a case for us I am afraid".

    Our phone call lasted 4 minutes 36 seconds.

    I now have a 1 star review from someone who was either very dodgy or was never going to provide enough information to proceed from a call that lasted less than 5 minutes. I begrudge it because I did nothing wrong, I could have sugar coated it but in all honesty I think he was a dodgy mofo and I had no time for it, but I certainly wasnt rude and did not accuse him of anything.

    But on the flip side, I dont mind as it shows we are not removing negative reviews no matter how invalid they are.
     
    Posted: Sep 11, 2019 By: tony84 Member since: Apr 14, 2008
    #49
  10. Mr D

    Mr D UKBF Legend Free Member

    16,802 1,877
    Or 5 star reviews from the business / paid for by the business while 1 star reviews from honest people...

    I heard more than once that amazon was trying to crack down on review abuse on its site, since then a few years back the problem seems to be even worse there.
    No shortage in companies offering reviews for a price...
     
    Posted: Sep 11, 2019 By: Mr D Member since: Feb 12, 2017
    #50
  11. billybob99

    billybob99 UKBF Regular Free Member

    1,175 261
    Would assume from the wacky backy trade if not something more dodgy.

    Curious to know if you can reply to Google reviews nowadays - ignore that, just saw you can.

    Strange his first name and surname are the exact same.
     
    Posted: Sep 11, 2019 By: billybob99 Member since: Apr 23, 2013
    #51
  12. Ian J

    Ian J Factoring Specialist Full Member - Verified Business

    5,355 1,539
    Humbert Humbert?
     
    Posted: Sep 12, 2019 By: Ian J Member since: Nov 6, 2004
    #52
  13. JEREMY HAWKE

    JEREMY HAWKE UKBF Legend Full Member

    4,034 1,276
    He was an opera singer !
     
    Posted: Sep 12, 2019 By: JEREMY HAWKE Member since: Mar 4, 2008
    #53
  14. Chris Ashdown

    Chris Ashdown UKBF Legend Free Member

    10,649 2,153
    You do not sent the order details out the software send out all that days orders of which Feefo send out a number of emails to those customers, Feefo has no knowledge apart from the order, we had plenty of negative reviews and the opportunity to post our answer, we still manged about 97% good reviews, many negatives were for silly things like the red is not the red i thought it would be, and so on.

    We folded the company 2 years ago so can only base my knowledge on that time , but i am sure if you look Feefo up they will still be operating the same way
     
    Posted: Sep 12, 2019 By: Chris Ashdown Member since: Dec 7, 2003
    #54
  15. Ecommerce&MailOrderGuy

    Ecommerce&MailOrderGuy UKBF Newcomer Free Member

    6 0
    Interesting thread. Really surprised if this is true... but if it is, wow!!

    We use Feefo after considering all feedback options about 5 years ago. Thank goodness we chose them, looks like we dodged a bullet there!

    Pricing was opaque....the industry was in its infancy and we managed to tie up a deal for £180p/m. Feefo subsequently called us back and asked us whether we would pay any more as we have a high volume of feedbacks......we said 'no' :)

    There is obviously some shenanigans going on with traders manipulating feedback 'scores'.
    One competitor is a discount/pile it high merchant with little margin left for customer service - he gets 99% on Feefo yet on Google Reviews he gets something like 20%
     
    Posted: Sep 12, 2019 By: Ecommerce&MailOrderGuy Member since: Sep 6, 2019
    #55
  16. UKSBD

    UKSBD Not a real duck Staff Member

    9,315 1,743
    Just the fact these systems only allow reviews from customers and not non customers skews the results.

    The fact they are a customer means they have to be happy in the first place or they wouldn't be a customer.

    What about the people who were treated badly so never became a customer?

    If one is allowed to post a review and the other isn't the results are skewed

    Some of these review systems are part of the shopping process and geared to get a review.
    Sometimes it's straight after people have ordered, in effect it's more of a review of the shopping process rather than the business or the product but then made to look as though it is a review of the business.

    The more a business owner likes a review system, the more likely it is manipulating reviews.
    They have algorithms that work out how to get good reviews, great for the business owner but totally skews the results.
     
    Posted: Sep 12, 2019 By: UKSBD Member since: Dec 30, 2005
    #56
  17. HFE Signs

    HFE Signs UKBF Ace Full Member

    1,093 149
    If you have a paid account, you can’t remove reviews. This simply isn’t true.

    If you get a false review that isn’t verified, most review sites will contact the reviewer and ask them for proof of purchase, if they provide this then the bad review will remain, if not they will remove it.
     
    Posted: Sep 12, 2019 By: HFE Signs Member since: Feb 17, 2011
    #57
  18. alan1302

    alan1302 UKBF Enthusiast Free Member

    552 99
    So you have never been a customer and become unhappy after being a customer?

    What if you buy something and it does not arrive...you are now a customer so you are still happy? Does not make any sense.
     
    Posted: Sep 12, 2019 By: alan1302 Member since: Jun 2, 2018
    #58
  19. billybob99

    billybob99 UKBF Regular Free Member

    1,175 261
    You can be a customer and still be unhappy. Something could happen that made you unhappy and stopped you from becoming a customer.

    There's a lot of catch22's here but there's still an opportunity in there somewhere.
     
    Posted: Sep 12, 2019 By: billybob99 Member since: Apr 23, 2013
    #59
  20. Chris Ashdown

    Chris Ashdown UKBF Legend Free Member

    10,649 2,153
    You place a order and maybe get a review, you want any tom **** or harry even mavis to just write a review without buying anything, is that not open to gross lying by competitors

    I can only speak for my experience with one company, but interested in what proof you have that feefo have algorithms to fool the public as well as why you feel the review is skewered buy not letting non customers leave reviews

    Maybe you should be more precise with your claims and name the companies you feel are wrong rather than just hit out at a whole industry, plus the ones you have personal experience with

    The OP had a claim that seems to be justified by his treatment, generalisation of other companies without experiencing them is unfair and unjust
     
    Posted: Sep 12, 2019 By: Chris Ashdown Member since: Dec 7, 2003
    #60
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