Review Management

Review Management

Review Management

Hurray, you’ve got your first few reviews! Find out how to manage them below.

What is a Review?

A review is usually written by a customer who wishes to share their feedback directly with your store about their shopping and consumer experience. Consider reviews as insightful feedback on what your business is doing right or what can be improved when it comes to satisfying your customers.

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Managing Reviews

At this stage, stores don’t have the ability to respond to customer reviews. However, this is something we’re working on in the backend. Stay tuned!

Handling Negative Reviews

If you’ve received a negative review, we recommend resisting the urge to react negatively. While you may choose to respond to the review professionally, reacting to negativity with more negativity usually always leads to an even more negative experience for both you and your customer. Asides, responding professionally might actually lead to your customer potentially changing their mind about you and your business!

Here are some potential reasons why negative reviews happen:

  • The customer had a bad day and wanted to take it out on someone
  • The customer made a mistake and thought 1 star was actually 5 stars (it does happen)
  • The customer had poor communication skills
  • The customer was genuinely dissatisfied with their store experience

Either way, consider your business reputation should you choose to respond to reviews where applicable.

How to Use Feedback to Improve Your Store Experience

  • Don’t take negative reviews personally.
    • Sometimes, it really isn’t you but them. While we advise listening to customers where possible, it is important to understand the difference between taking their feedback on their experience as a critique on your store versus reading into it as a personal attack.
  • See where and how you can genuinely improve your store experience.
    • Customers who care tend to leave specific feedback on rooms for improvement. We suggest taking a closer look at some of such reviews, especially if more than one customer has been providing you with similar feedback.
  • Track your reviews over time to determine your overall customer satisfaction.