Why Customers Don’t Trust 5 Star Reviewers
Posted On 2021-09-16
A Reddit post with the title “A 4.9 star rating is more reliable than a 5.0 star rating” was featured on the Reddit front page a month ago. Reddit’s system is so complex that a post must be voted up by thousands of people to reach the top. This idea seems to have resonated with thousands. Let’s look at why 5-star reviews may not always be a positive thing.
What can we learn about Reddit’s 5-Star Reviews?
Reddit users preferred a lower rating. Let’s look at some comments.
Customers Value Detail
A few things about OveReview stand out when you look at the comments. It seems that commenters value detailed reviews. Although 5-star reviews are a sign that customers love your company, they don’t always tell the whole story. In order to get the full story, customers like reading reviews that were less than 5-stars. A 4-star review will likely give you some feedback on the positives and negatives of your business. Customers can see if the business is right for them by reading this review. If you have good reviews and want to make them count, check out these 5 tips to double the impact of positive reviews.
Customers understand that not everyone is going to be satisfied
Commenters seemed to also understand that no business can make everyone happy. It seems that everyone understands that no business can satisfy everyone and there is always room to improve. They want to know if the positives outweigh any negatives.
Customers Demand Authenticity
These reviews are accurate representations of how the product or service would be like. Customers will start to suspect that reviews of businesses are not accurate. Seeing every single customer give a 5-star review shows that either the customers are just thanking businesses for doing the bare minimum or the business is paying for fake reviews.
What can your business learn from this?
It is not a good idea to do business with someone you suspect of cheating. It’s a fact that even the most successful products and businesses can’t please everyone.
Although Harry Potter and the Sorceror’s Stone was a popular book and movie franchise, as well as a spinoff movie series and a theme park to go with it, not everyone could be happy with the first Harry Potter book. Amazon has over 200 5-star reviews for Harry Potter and the Sorceror’s Stone. These are not as important as the many positive reviews.
Negative reviews can also be detrimental to your business. Research shows that 47% of customers prefer to avoid business with less than a 4-star rating.
Let’s discuss some best practices in business reviews.
Reviewers: Why you shouldn’t buy them
Remember, customers value authenticity. Customers are wary of being ripped off so they look for cheap tricks such as buying reviews to make your company look better than it really is. They’ll steer clear of you if they suspect your reviews are fake. Do not think you can do it. It’s difficult to fake genuine enthusiasm from a customer so it’s easy for you to see when a review is fake.
FTC can also fine companies for buying reviews. In 2019, a company called Urthbox was fined $260,000 for paying customers to write good reviews. It’s clear that buying reviews can be a big risk and will make customers less trust you. So don’t do it.
We will discuss how to get genuine reviews from customers without resorting to any backhanded techniques. Let’s now talk about dealing with negative reviews.
All Customer Reviews
When you get a negative review, make sure to respond. Most people know that there are always two sides to any story. Try to understand the problem and apologize. You might be able to make the customer a loyal customer if you can rectify their initial negative experience.
An apology and promise to improve can be enough to get the reviewer to remove or amend their original review. But even if the customer chooses to leave the negative review up, a good response shows prospective customers looking at your reviews that you are willing to go above and beyond to ensure a great customer experience.
There’s another way to handle negative reviews. Make sure they are outweighed by positive reviews. Here’s how to get more reviews from customers.
Three Ways to Get More Review
There are many happy customers. The problem is getting them to leave reviews.
Although customers appreciate a review, most will not leave one unless they have had a very negative experience. It takes initiative from the customer to leave a review. The customer must first search for your business on reviews profiles and then write a review. This is something that only angry customers would do.
These are some tips to help increase your reviews.
Send review requests via email and text
Customers understand that reviews can be beneficial for businesses and will leave reviews. Problem is, they don’t want the time or patience to search for your business on other platforms and leave reviews.
The trick is to make it easy. Start sending out review requests via email and text if you want to receive more reviews. To make sure your customers leave reviews quickly, be sure to send them a link to the review site.
Reviewers are not to be denied
“Review gating” is banned by Google and most other review platforms. This is the practice of sending reviews requests only to customers you know will leave positive reviews.
You should now be able to see why negative reviews are not a problem. You can always leave a strong response if you get negative reviews.
Keep timing in mind
Imagine yourself in a wonderful Italian restaurant. You will enjoy delicious food and excellent service. You go home satisfied. Three months later, the restaurant sends you a review request via text.
You probably won’t be able to recall the experience well enough for you to leave a review. You are likely to not leave any reviews, even though you may have been happy to leave 5-star reviews while the experience was fresh in your mind.
How Birdeye can help you on your quest for below 5 stars
Birdeye values a genuine review ecosystem. We want to help customers and businesses see real reviews. Birdeye allows you to send reviews directly to customers.