Why is it that consumers are more likely to talk about negative experiences than positive experiences? It may be due to emotion, negativity bias, unmet expectations, the increasingly rapid pace of life, or a combination of these factors.
According to a ZenDesk survey, bad news travels fast. The study revealed that 95% of customers shared bad experiences with others, while only 87% shared good experiences. It also showed that verbally, 54% shared bad experiences with over five people, and 33% shared good experiences with over five people. Meanwhile online, 45% shared bad experiences, and 30% shared good experiences.
Another survey found that 71% posted complaints online due to failing customer service. They also found that 30% of people posted online to vent negative feelings, while just 23% posted purely for vengeance.
Some of the reasons that consumers may be more likely to leave a negative review rather than a positive review on platforms such as Hellopeter include the following:
They can ask for reviews, for starters. Businesses should encourage customers to share their feedback, and in doing so, it will make it easier to generate positive reviews. Another way is to strive for a culture of transparency, accountability and proactive thinking. If businesses make it harder for customers to leave bad reviews by giving excellent service, they will certainly see a reduction. If businesses make it easier for customers to rethink their reviews by resolving the problem, they can turn a negative experience into a good one. Above all else, learning how to truly listen to customers is key.
Do your bit by giving credit when credit is due and write a positive review today.
Reviews on Hellopeter have Helped over 1 million customers make better choices. Had an experience you’d like to tell us about? Leave us a review here.
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