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Customer Website Review (Review Partner Websites)?

     
2:51 am on Dec 1, 2009 (gmt 0)

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Hi,

I'm having a hard time getting customers to write reviews about my ecommerce site; I never receive any types of reviews neither positive or negative.

Currently, I have the following setup:
1. "Website Review" link that takes them to a page with direct links to PriceGrabber or ResellerRatings so they can write a review.
2. I have these same links listed in the order confirmation email.
3. I also have these links show up after a customer completes an order on the checkout success page.

This seems to do absolutely nothing in trying a customer to write a review.

Is there a website that I can signup with that only deals with helping websites increase their online customer review status?

Thank you,

olimits7

4:28 am on Dec 1, 2009 (gmt 0)

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Do you have any system in place to invite the user to write a review after they've received their merchandise?

As a shopper, I wouldn't want to review a site until the order had been filled. I would be unlikely to respond to a link in the order confirmation email or the checkout success page, it would feel premature.

4:46 am on Dec 1, 2009 (gmt 0)

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That's a good idea...

I was actually just taking a look at the survey feature that ResellerRating offers; might incorporate this into the checkout page.

This survey basically does what you mentioned; sends an email after a couple weeks so the customer receives the product then gives the customer a chance to review the product at this point.

Hopefully, it works.....

olimits7

3:06 am on Dec 2, 2009 (gmt 0)

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Your trying to get someone to do something for nothing. Not an easy task.
3:50 pm on Dec 2, 2009 (gmt 0)

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Yes, definitely a tough task...

I've added an exit survey on my checkout success page from ResellerRatings that offers customers a chance to win a $25 gas card; so hopefully this incentive will push customers to write more reviews.

olimits7

8:00 pm on Dec 2, 2009 (gmt 0)

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I wait until the customer has received his order. I offer to give the customer a 5% discount on his next order if he writes a review, whether it's positive or negative. (Even when there's been some sort of problem with the order, the customer acknowledges that I fixed it and he was happy).

I've noticed that in the last few months it's become more difficult to get people to write reviews. Don't know why.

10:44 pm on Dec 2, 2009 (gmt 0)

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We tried ‘ratepoint’ but after 30 day trial decided to cancel. They give you a customizable widget that displays customer ratings on your website. The feedback request is sent through their service and once the customer writes something, you can approve or reject the rating. Once you approve it is displayed on your website.

They say that ratings collected through their website are “more honest” since merchants have no way to temper with collected reviews, and even the widget displayed on your website will show that ratings are collected through independent third party, thus customer will trust more those ratings.

What I didn’t like about the service was that once the request was sent and customer wrote the feedback, he/she also had to click on the link provided in the confirmation email to approve the feedback he/she wrote. Sometimes their system would decide that customer’s email was suspicious e.g. hotmail/yahoo, so to make sure that the review was real, it would ask for customer phone number, call back and ask the customer to type in special code on their website and then the review would be accepted.
I think this is rather ridiculous and 99.9% customers won’t go through all that trouble just to write a review for some website.
Another thing was that if you decide to cancel this service you will lose all collected feedback because there is no way to export it. Once you decide to go with their service you are stuck with it and of course have to pay monthly fee.

We decided to write our own feedback requesting system very similar to what Amazon has. First, email is sent to the customer with feedback request, customer clicks on provided link that takes him to our review page and writes a review. We are notified about new review and approve it or not. The most important part is, it is very simple and works pretty good.