Roasted Reputations: How and Why Consumers Leave Negative Reviews
Free Research Report
In today’s internet landscape, bad customer service can quickly become a brand’s viral nightmare. Learning what makes people leave negative reviews online is key to managing your digital reputation, and creating happy, returning customers.
Why consumers complain
There are plenty of things that can go wrong in a customer interaction – but in the minds of customers, according to the 2,000 surveyed, one offense clearly stands out as the worst.
What inspires public negativity
When a customer leaves a negative review, rages at you on Twitter, or writes a scathing blog post, what should you do? To figure it out, we asked our survey respondents what they hoped to accomplish when they complained about a brand. Did they want a refund, an apology, to affect brand policy, or to put that brand out of business?
Tips on how brands and retailers can address and fix these issues
According to our survey, bad reviews are serious and should be handled with care – but they aren’t the kiss of death. Negative feedback is inevitable, particularly for product- driven businesses. To avoid negative feedback and recover when it does happen, take a few lessons from our playbook, conveniently included at the end of the report.
Who is Corra?
Corra is a digital agency creating transformative commerce experiences for fashion, beauty and lifestyle brands.
Corra offers best-in-class creative services, from branding and visual design to UX strategy and optimization. Our team develops elegant and customer-centric solutions that resonate with users and create a clear path to purchase on all channels and all devices.
Corra provides an innovative and disciplined development model that ensures brands and retailers on any ecommerce platform deliver a rich user experience to their customers.
Online stores need ongoing enhancements, optimizations, and maintenance. Corra’s TotalCare managed services program provides just that, helping retailers to increase conversion rates, repeat purchases, and more.