HugeNerd - 4:43 pm on Jan 20, 2009 (gmt 0)
I use BizRate -- I find the reporting to be flawed as we get negative feedback for the "Customer Service" section from orders which where ordered via the website, with no phone call, and were shipped immediately and received on time, without damage (How do I know this, you might ask? Well, the customers write it out themselves. However, you must go into the rating details/comments to see this and cannot get this insight from our "Store Rating" front page! I doubt many consumers take the time or effort to drill down to this point.). While it's useful to get feedback I may not have otherwise received, I feel that it can present a poor image of our store...even though the customers claim to have no problems. So maybe part of the issue is perceived poor CS regardless of reality.