Customer reviews are the linchpin of success online. In fact, 84% of consumers say they carry as much weight as recommendations from friends and 95% of buyers regularly read reviews before making a purchase.
There are two distinct types of feedback that you need to be aware of: seller feedback and product reviews. While the two are often used interchangeably, they serve two very different purposes. Make sure you understand the difference and know how to manage both when building your reputation.
Feedback: It’s all about you
Customers have the ability to leave feedback about their experience purchasing items from your store. This includes:
- Work quality
- Seller professionalism and customer service
- Whether or not the buyer would choose to purchase items from you again
Buyers also have the opportunity to share what could be done to improve their buying experiences. Feedback provides key information for your business. Positive feedback affirms what’s going well, while negative feedback shows where improvements can be made to increase customer satisfaction. Feedback containing any of the following may be removed at per their guidelines:
- Promotional content
- Obscene or abusive language
- Personal information
- Product reviews
Reviews: It’s All About the Stuff You Sell
Product reviews are simply reviews of the product, not the seller or the purchasing experience. On some types of items, buyers have the chance to leave additional Customer Ratings that include information about specific attributes of a product, such as battery life.
Product reviews are important for your ecommerce business because consumers often rely on online reviews when making purchasing decisions. For example-Online shoppers trust Amazon because the company works hard to make sure that reviews are legitimate and not manipulated.
Reviews provide you with information to help make future stocking decisions. By paying careful attention to reviews of your products, you can get insight into customer concerns and preferences. Product reviews also provide your customers with a place to share issues about the product rather than attacking the merchant
Monitor Feedback and Reviews
Smart sellers make it a habit to monitor their feedback and product reviews regularly. It saves your time by compiling all of the most important information you need for managing these ratings in the same place.
- Help buyers to decide whether or not to make a purchase from you based on average feedback score ratings (positive feedback scores typically lead to increased sales, while a negative feedback score can cause buyer hesitation)
- Impact a seller’s ability to win the Buy Box
- Cause a seller to be suspended or expelled by particular website. (if the average feedback rating goes below standards)
Most of the website uses a 1 to 5 star rating system for third-party sellers, making it easy for customers to leave feedback. Five star feedback is the highest you can receive. Your average star rating will appear next to your name on your Amazon seller profile.
- Are a review of the specific product sold
- Have nothing to do with seller performance or shipping
- Are included on the item’s product detail page on the marketplace.
Like feedback, a website uses a 1 to 5 star rating system. Product reviews appear on each item’s product detail page.
5 best ways to get consistent feedback from your customers:
- Feedback boxes
- Reach out directly
- User activity
- Usability Tests
Once feedback starts coming in, then what?
First and foremost, you need to respond. Yup, every last piece of feedback gets a response. Even if you have no idea what the user is talking about. Here are some great ideas for how to reply:
- If a user is asking for a feature that you’re about to release, offer to give them early access in return for more feedback from them.
- For bugs and tech issues, connect them directly to your support engineers.
- Ask for a more detailed description of what they were trying to accomplish (this will help you build the right solution).
- Give them step-by-step directions on how to use a different feature in your product to achieve the same results.
Someone on your team should have the responsibility of replying to each piece of feedback within a few days. Ideally, send responses within 24 hours.