PROOF- Why having 1194 '5 Star' reviews and only 13 '1 Star' Reviews can HAUNT YOU.
Last week I was talking to my Mum about my findings using Google Analytics. I couldn't believe people were bouncing off my page when SEEING my newly designed Review panel (installed on every product page). See the Classic Flask one below!
It was like nothing I had seen before. Was I just misinterpreting the data? I was so proud of my 1000+ 5 Star reviews. Not just for me, but for my team at SWIG. Generally all reviews were won from exceeding expectations in a variety of customer service and product delivery scenarios. Making good on unfortunate situations and helping out those in gifting need.
--------------------- The Turn
She didn't seem to understand my dismay. She told me I deserved it, because by clearing out/filtering the bad ones... I should expect people to be turned off.
HANG ON ONE SECOND. If my OWN MOTHER thinks I'm clearing the bad reviews... what must a random Googler think? God damn!
How the hell did I get SO MANY 5* reviews that people were bouncing BECAUSE of the reviews?? Not fair!
--------------------- Reasoning
In my business, customer service is everything. To be fair, things don't always go right. But when it doesn't? I act humane and make it right. That is how I sit at a 4.8 Star Average.
So I've put together this blog. See below for IRON-CLAD PROOF that the reviews are totally legitimate!
EVIDENCE 1- SWIG Reviews are set to 'Auto Publish' anything with a 1 Star and above.
So every single review gets through without my decision (Yotpo my review management service doesn't seem to support 0 Star as of yet, so 1 Star is the lowest!)
EVIDENCE 2- Nothing Rejected
The date you see below ranges back to when I first started collecting reviews (2014) and shows 'All' reviews selected. This is including those 'Pending, Moderated and Rejected'. You can also see my total of 'Rejected' reviews is 0 when filtered. EVERYTHING gets through!
EVIDENCE 3 - Even the 'Profanity' flags are good reviews!
Yup. Because we all know 'Brass' and 'Cracker' are going to be profanity related on a website selling hip flasks. Nice one Yotpo!
