Customer feedback is not always what it seems

I was going to write more about the waiting game, where it is the peak hour for shoppers and there’s only two cash registers open, or the bank tellers at lunchtime …

On and on.  Nothing will change except for some of us, an increase in grey hair.

Time to move on, and get off my soapbox.

Perhaps we could delve into the online world of customer complaints.

It’s an interesting place,  when I want to buy something, or see something that is too good to be true, I hit the computer, dial-up google, and go into investigative mode.

But, here’s the thing,

The only people who go online, by and large, are there to complain. Yes, there are a few positives, like out of five stars, then the numbers show up for four stars, three stars, etc.

You get the impression that the owner of the product or service had written several 5-star good reports to counterbalance the negativity, which sometimes all belabor the same point.

For a long time, when I saw the bad reports and very few good reports I thought the product was no good, but recently, when talking to someone whose product was for sale, and had a few bad reviews, they said if a customer is satisfied, why did they need to file a report.  People had expressed their good opinion but had not added a review.

That might well be the case.

As an example, I looked at several river cruises in Europe, and the operators.  I then went online to check the customer ratings because these river cruises are very expensive, so you need to know you’re getting value for money.

Nearly all of the reviews were bad, but lacked any credible numbers.  I’m sure more than 46 people have been on those river cruises, considering how popular they are.

But, those that were on the site were critical of the food, the hygiene of the staff, the inability to get more than 1 ‘free’ drink with lunch or dinner, and substitute boats that were terrible.

Against this, however. is the word of mouth reports we have had from many people and is they are excellent.  So the theory of satisfied customers not bothering to add a review holds up.

Food and wine were the heart of this cruise, as well as cabin comfort, and the last thing you need is to be sick for the duration of the cruise.

I have to say, after going on the internet, I was put off.

Perhaps I might revise my policy of looking for information on the internet.  It seems that it sometimes can be quite misleading.

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