How Online Reviews Affect Customer Experience: The Key Facts

Instead of personal recommendations, many nowadays rely on reviews on the Internet. They can help in the decision-making process – but they ...

Instead of personal recommendations, many nowadays rely on reviews on the Internet. They can help in the decision-making process – but they also harbor some risks. In any case, online reviews can have an impact on the customer experience and the customer journey in general. In this article, you will learn all the important facts about online reviews.

Where can you find online reviews?

It doesn't matter whether it's about going to a restaurant or buying new garden furniture - many people get information on the Internet beforehand. On the one hand, there is the website and the social media presence of the relevant company – but on the other hand, there is also the customer perspective, which is reflected in the reviews.

Depending on the industry and company, online reviews can be found in very different places. Some companies include a customer comments column on their website. If you search on social media channels, you will find what you are looking for on Facebook, for example, Anyone can rate a company profile there with a star rating and comments. In addition, reviews can also be found on the following platforms:

        Google: Anyone can rate a business on Google. A simple star rating is sufficient, but a comment can also be made.

        TripAdvisor: This platform is best known for reviews of restaurants, hotels, and attractions.

        Booking platforms: When it comes to hotel reviews, booking websites are a good starting point for reviews. On sites such as and Hostelworld, for example, users can also see whether the review is a verified review (ie whether the reviewer actually used the services).

Of course, there are numerous other websites where reviews can be found. This is also the case with most online shops, for example.

This is how reviews help other users

In general, reviews can be used to tell what experiences customers have had with the company or its services or products in the past. This gives interested parties an insight into the services offered by the company. Online reviews help to compare different companies with the same or a similar offer and thus decide on the best option.

This is particularly important nowadays because there is a huge range on the market. Let's take the online gambling market as an example. It has grown significantly in recent years, which of course means that there are a large number of providers on the Internet. With so many offers, it can be difficult for users to choose the right one. In this way, detailed online casino reviews can help users to find exactly the offer that suits them. Evaluation portals list different providers and users can often filter them according to certain criteria.

Added value for customers and companies

From the customer's point of view, online reviews have a very clear function: the experiences of other customers can be read from the reviews. This way you can tell whether the company or the provider is a good choice. Customers hope that this will improve their own buying or visiting experience. After all, you can choose the companies that get better ratings and therefore also deliver better service.

But reviews can also be useful for companies. The executives or other responsible persons recognize which points are in need of improvement. They not only notice what is not running optimally in the company but also which aspects are important to the customers. Ultimately, this can help to continuously optimize the service or products offered. As a result, this can then have a positive impact on the performance of the company in general.

Online Reviews: Only stars or also a comment?

Most platforms that allow reviews to be left are a mix of stars/points and comments. However, comments are usually optional - users also have the option of simply giving a star, without explanation.

These reviews, which only contain stars or points, do not really add any value. Neither for potential customers nor for the company. This is especially the case when it comes to a negative review. As a reader, you don't know where the bad rating comes from. Let's take a bad review for a restaurant as an example: Was the food bad, did it take too long, or was the service awkward?

This clearly shows that the customer experience during interaction with the company has many facets. Without a more detailed explanation through a short statement, it is impossible to see exactly what went wrong in the interaction.

By the way: In general, negative reviews can also be a good sign. However, this is only the case if the company reacts to it. If the person concerned comments on the rating, this indicates that the provider is striving to improve. This is definitely an indication of a positive approach to criticism and good customer service.

Online reviews can be useful but should be questioned

In general, online reviews can be a helpful aspect of the decision-making process for customers. However, Internet users should not always trust them blindly, but also question them. Verified reviews are best, as you can largely rely on their authenticity. Especially negative star ratings without comment are difficult to assess. In the end, it always comes down to the overall picture.



Talk Love - ٖFeelings and thoughts related to lovely life through articles: How Online Reviews Affect Customer Experience: The Key Facts
How Online Reviews Affect Customer Experience: The Key Facts
Talk Love - ٖFeelings and thoughts related to lovely life through articles
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