Tragedy behind the glowing ‘Stars’ !
Customers who review are generally two types – extremely satisfied customers and the other extremely dissatisfied – both longing to tell the world about the good/bad experience in the hope of either letting the company know about their experience or helping fellow customers with this information.
Today we got 2 bad reviews in Google PlayStore for MeDine (1 star) and our team went ahead and checked to see if everything was right. The operations reports, telephone logs and all other backup material was checked to ensure that we did not miss out on delivering that superior MeDine experience to consumers! What we found was truly amazing for both the cases. Here it is:
Customer ‘X’ is extremely disappointed that MeDine is not in his home town and apparently we forgot to mention in the Playstore description that we are limited to Bangalore and he rated us 1-star for the same giving his reasons. We did thank him for the same and actually updated our description. We also requested him that it was nice of him to point that out but since he wanted the app in his hometown where he can use the product and services, would it not be appropriate for us to get more than a 1-star for the app?
Customer ‘Y’ used our mobile site (few mins) about a fortnight back and neither placed an order nor recorded their visit nor gave feedback but just browsed through our mobile site. Imagine our surprise when we found out that this lady gave us a 1-star review in Google Playstore with no comments. Neither had she downloaded the app nor used the app but reviewed it badly.
We take a lot of pain and effort to make sure every consumer’s experience is as amazing as we can make it and strive for almost 15-16 hours a day to make all of this work seamlessly. If someone had a very bad experience in the app and if they rated us, we would have been happy but getting a 1-star without even downloading and using the app is not doing justice to someone’s effort’s and passion.
Now we started to think.. Is there a third category of consumers who review without due thought and with no end purpose insight.. We sent them emails and responded on Playstore.. The rating comes down just because of such guys.. Any thoughts on how to arrest such ratings ? Please comment..