An important feature on Trustpilot is that you can edit your review to reflect a changed opinion or a resolved problem, or write a new review if you have a new or updated experience with the same company.
Please also remember that Trustpilot’s role is not to resolve disputes between reviewers and businesses. However, if you choose to write a review on Trustpilot, the company in question may see your feedback and engage with you. And other users who read your review will be able to learn from your experiences.
If you’ve paid attention thus far, you know that we already called out the importance of customer service. It might go without saying, but the number one way you can generate overwhelmingly positive customer reviews is by focusing on customer service.
Which review is likely to influence someone with an intense pizza craving? A five-star rating and “good pizza” is not bad, but it doesn’t have the same impact. A review doesn’t have to be the length of War and Peace, but an honest, detailed, and specific recollection goes a long way to building credibility.
The best responses to employee reviews are able to highlight or reinforce the positives, capitalizing on the opportunity to show how strong the employer brand is. Check out this example from Genentech:
- 94 percent of consumers say that a bad review has convinced them to avoid a business.
- 53 percent of customers expect businesses to respond to negative reviews within a week.
- But 63 percent say that a business has never responded to their review.
- 45 percent of consumers say they’re more likely to visit a business that responds to negative reviews.
Chef John Howie responds to Yelp reviews of his restaurant Seastar Seafood Restaurant and Raw Bar on YouTube. This is advantageous in a few ways. First, he reaches a broader audience than just Yelp users. Videos are shared much more often than other forms of media so this can help increase visibility for Seastar Seafood Restaurant and Raw Bar. Second, a response like this establishes the restaurant’s credibility — it’s obviously authentic since you can see the chef himself talking.
Here are some ways to leave a great impression with your review response:
Podium improves your online reputation by helping you collect more reviews. But it’s more than just reviews.
In fact, 90% of consumers read online reviews before visiting a business, and online reviews impact more than 67% of buying decisions. Online reviews are a highly trusted source of information, with 85% of people trusting them as much as a personal recommendation from a friend or family member. Imagine that—a five-star rating of your product or service from a random internet stranger is as influential to potential customers than a personal endorsement from their mom.