Mindset behind Reviews & Life after a review

Hellopeter Consumer Insights - November 2017 [VIEW IN YOUR BROWSER](#) EDITION #3 We're sharing our consumer insights with you, on the house! [Hellopeter.com] Hey! We can’t believe it’s already November! 2017 has been an interesting year so we decided to get a little philosophical and discuss why people are more likely to leave negative reviews as opposed to positive ones. Have your say on matter and take our [quick survey](. We also delved into when and how a consumer needs to speak with an Ombudsman to have an issue resolved and get some closure. We hope you enjoy this month’s edition. Chat soon, Hellopeter [The Battle of Positive and Negative Reviews] The Battle of Positive and Negative Reviews Why is it that consumers are more likely to talk about negative experiences than positive experiences? It may be due to emotion, negativity bias, unmet expectations, the increasingly rapid pace of life, or a combination of these factors. According to a [ZenDesk]( survey, bad news travels fast. The study revealed that 95% of customers shared bad experiences with others, while 87% shared good experiences. It also showed that verbally, 54% shared bad experiences with over five people, and 33% shared good experiences with over five people. Meanwhile online, 45% shared bad experiences, and 30% shared good experiences. Another survey found that 71% posted complaints online due to failing customer service. They also found that 30% of people posted online to vent negative feelings, while just 23% posted purely for vengeance. So why are there more complaints? Some of the reasons that consumers may be more likely to leave a negative review rather than a positive review on platforms such as [Hellopeter]( include the following: - Emotions play an important role. Disappointment and frustration are often strong drivers, prompting people to vent. It takes a matter of seconds for someone to bash out an angry post after a bad experience. - People typically have a negativity bias. This means that we receive and hear negative information more quickly than positive information. We also process and remember negative information at a faster rate than positive information. - Expectations are not managed. Consumers have come to expect brands to deliver a high quality of product and service. As such, positive experiences are not seen as something over and beyond basic service, but rather something that is par for the course. Those loyal to a brand may want to share a good experience, but others may assume that good service is a given. - Consumers are often busy and pushed for time. Adding to expectations, consumers feel justified in speaking out about experiences that cause delays. When things do not work, consumers feel that their time has been misspent. This in turn increases the negative emotions. What can businesses do to encourage positive reviews? They can ask for reviews, for starters. Businesses can encourage customers to share their feedback, and in doing so, it will make it easier to generate positive reviews. Another way is to strive for a culture of transparency, accountability and proactive thinking. If businesses make it harder for customers to leave bad reviews by giving excellent service, they will certainly see a reduction. If businesses make it easier for customers to rethink their reviews by resolving the problem, they can turn a negative experience into a good one. Above all else, learning how to truly listen to customers is key. Do your bit by giving credit when credit is due. [Credit due? Leave a positive review]( [Survey: Negative vs Positive Reviews]( [When You Need an Ombudsman] When You Need an Ombudsman When complaints go unheard, and frustration reaches its peak, many consumers may look for help from an ombudsman. An ombudsman is an official that represents the interests of the public, by investigating and addressing complaints. If your rights have been violated or ignored by a company or organisation, an ombudsman can be a useful way to get closure. Although the services provided by ombudsmen are invaluable, this should be your last resort rather than your first step in dealing with an issue. Across many industries, from banking to telecommunications, customers have a few options when finding closure. Consumer review websites such as Hellopeter offer a way to share experiences for others to read online. But what happens when businesses do not respond or if the response lacks resolution? Where do consumers go when they have been unable to speak to someone? Very often, an ombudsman is the logical next step. How to get help from an Ombudsman There are a few simple steps to get help from an ombudsman. You could reach out to your nearest ombudsman by taking the following steps: - Call or write to an ombudsman, giving full, factual details of your problem. While it is tempting to let anger drive your complaint, sticking to facts will make the process easier. - Include specific details such as your policy number, account number, the company you have an issue with, your contact details and anything that may be relevant. - Keep it short and to the point. Give details of what happened, how you have attempted to resolve the issue and whether or not the company has responded. - Wherever possible, include copies of correspondence with the company in question along with anything else that may help the ombudsman proceed. - Make sure that documents are either printed or written carefully in black ink so that documents can be easily scanned and read. What happens after a complaint is lodged with an Ombudsman? A letter of acknowledgement will be sent detailing the intended course of action. If the complaint is genuine, the ombudsman will contact the company in question to request an investigation into the complaint. Companies have six weeks to respond. Further steps may proceed to find a resolution that is suitable for both parties. The biggest risk of going straight to an [ombudsman]( when you first have an issue is that it neglects the opportunity for companies to listen and assist. This is why platforms like [Hellopeter]( are so integral within the complaints process. If you have left a review, along with a follow up, to no avail, you can proceed to the next step knowing that you have given the company ample time to respond. Tell us what you think.. [Take our Survey]( It only takes a minute [Facebook]( [LinkedIn]( [Twitter]( Hellopeter and the author accept no responsibility for the incorrect interpretation or actions of any reader relating to the publication. All actions taken by any reader due to the publication are done on their own accord. 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