If you have been following our blog, you already know how much we love customer reviews! In this article, we are going to focus on some customer feedback examples and the lessons learned from them. All example reviews were taken from Upwork.com and are used to exemplify the good, the bad and the great in the customer feedback world.
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The good
The review above is a very good example of a 5-star review from a customer, who was satisfied with the service they received. It is short, but concise and shows that they were overall more than happy and would recommend those services. Even though this review doesn’t go into lengthy details, it is a clear indication to other potential customers that they wouldn’t make a mistake by hiring this person. This exemplifies the average 5-star review professionals or businesses get: short and without any complaints.
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The bad
The feedback above is a good example of a review which even though gave a high rating to the professional, it still indicates that there were some problems. It shows that there was some misunderstanding between the client and the provider. Nevertheless, it displays that the service provider had a professional attitude and the issue could have been attributed to miscommunication.
This second review is another great example of a negative feedback. Even though the freelancer received only a 3.55 out of 5 rating, he was able to explain the situation. Moreover, he showed that it wasn’t his fault for the client not being happy with the service. This shows to other potential customers that this rating might not be as negative as it seems. In addition, the freelancer has taken the time to reply and explain what happened which shows that he is taking responsibility for his actions.
It is the same with a company: sometimes negative reviews can’t be avoided. However, if the company replies quickly and shows that they are addressing the issue, it can actually work in their benefit. In fact, both a company and a freelancer seem more trustworthy if they don’t have a perfect 5 out of 5-star rating. This is why, a negative comment can actually be extremely valuable.
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The great
The above two reviews show customers who went above and beyond in detailing their experience with the two service providers. Their enthusiasm shows that the freelancers provided an amazing service and were always there for them. These are the reviews which not only improve your brand image but also bring new customers and more revenue. These are the reviews which businesses value and strive to get.
Customer feedback management is not as difficult as it might seem at a first glance. To get more tips about customer reviews, read our previous article “How to Win Big in the Customer Feedback Industry”.