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Online Store. How to collect customer feedback

Customer reviews and online reviews have long been an integral part of e-commerce business promotion. They increase conversion rates and have an impact on sales. And while it has become commonplace to buy products online, talk about risk and the fact that the customer may not buy what they see on the screen seems reasonable. The risk of getting a poor quality product, the risk of sending a prepayment and getting nothing in return. Reviews on the site mitigate this uncertainty.

89% of consumers read online reviews before deciding to buy, 85% trust reviews posted on product pages, on par with recommendations from friends and family.
Why reviews are important
Reading reviews gives online shoppers a general idea of a product's quality. A good review helps make an informed buying decision, while a bad one undermines the online store's reputation. Overall, reviews create an authentic and transparent image of the entire business.

For the seller, any reviews and comments are valuable information about the strengths and weaknesses of the entire business. Online stores use reviews, rearranging processes and adjusting promotional strategies.

Google Ratings

Having a professional, well-designed website and an active social media presence can help increase positive reviews. Online reviews help boost a website's search engine rankings. Search engines like Google consider many factors to determine a website's ranking, and customer reviews are one of them.

How to collect testimonials

Customer testimonials contain relevant keywords related to your business, products and industry. This helps search engines better understand the content on your site. It's important to make sure your contact information and hours of operation are current and easily accessible.
  • Emails. An email asking for a review of a product you purchased is usually sent without delay on the day of purchase. Don't forget to include a direct link to your site's rating and review page.
  • Social media. Post a message on your social media accounts asking you to leave a review of your site or include a call to action to leave a review in your posts.
  • Incentives. Feedback for a discount works, too. You can encourage customers by leaving a review offering a discount on their next purchase or a free gift. Be sure to include this in your review request email to avoid confusion.
There are different types of reviews: text reviews, numerical ratings, video reviews, social media comments. Think about how you can diversify the reviews by offering buyers the kind of material and presentation that will be interesting to them and influence their purchase decision.

Where to post reviews

Starred ratings, text reviews, emoji, reactions... What website owners can't think of to capture and highlight feedback.

Here are some of the most common options:
  • Reviews on the product page
    Most often reviews are placed right on the product page in the form of text, stars or ratings, customers can immediately know what others think of the product.
    01
  • A separate place with reviews
    You can create a page dedicated to customer reviews that lists all the reviews you've received.

    Feedback widgets are usually placed on the home page, product pages, or even category pages.
    02
  • Pop-ups
    That appear when certain actions are taken on a website page or if a visitor clicks on certain buttons, thus encouraging their conversion activity.
    03

Marketing that your customers do

Referral promotion, person-to-person, is still one of the most effective methods of driving sales. The reviews and online reviews you post on your resources should be honest, informative, objective and attractive to potential buyers.

LLC «ElectraQuix» analyzes ratings and monitors customers' business reputation in the online environment. Assesses the current situation, identifies weaknesses in the business and suggests solutions for improvement. Provides the client with a detailed report with recommendations for forming a positive brand impression and attracting new potential buyers.
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