On­line feed­back

Business First - - NEWS -

Over two-thirds of on­line re­view­ers only post feed­back af­ter a pos­i­tive ex­pe­ri­ence with a busi­ness, new re­search from Tru­e­Lo­cal sug­gests.

Ruth Trewhella, Group Man­ager of Tru­e­Lo­cal, says, “Aus­tralians are more in­clined to give pos­i­tive feed­back, with 67 per cent of re­spon­dents re­veal­ing they only write re­views af­ter a pos­i­tive ex­pe­ri­ence.

“Our find­ings de­bunk a be­lief among many busi­nesses that re­views are used by the pub­lic to vent about their ex­pe­ri­ences. In re­al­ity, just six per cent of re­view­ers ad­mit­ted to do­ing so.”

Mean­while, more than half of re­view­ers need to be ‘fu­ri­ous’ be­fore re­view­ing a busi­ness neg­a­tively on­line. Most re­spon­dents ad­mit­ted that neg­a­tive emo­tions would need to run ex­tremely high to mo­ti­vate them to post a neg­a­tive write-up. Fifty-six per cent said an ex­pe­ri­ence would need to leave them ‘fu­ri­ous’ be­fore they’d re­view neg­a­tively, and a fur­ther 16 per cent would need to be ‘an­noyed’.

For pos­i­tive re­views, 36 per cent would need to be ‘happy’ and a fur­ther 30 per cent ‘sat­is­fied’ with an ex­pe­ri­ence be­fore giv­ing pos­i­tive feed­back.

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