World of Hate: Why do people write negative reviews and not positive reviews?
27.03.2023 18:31
The Internet is a place where people can freely express their opinions and impressions of various products, services, goods, places to visit and much more. However, it is the negative reviews that are most commonly found online, while the positive ones are usually perceived as bought. Why is it that people write more about the negative and keep their positive impressions to themselves? And what motivates customers to leave positive comments about a purchase?
Reasons for hate on the Internet
People write mostly negative reviews because when everything is fine, it is taken for granted. That's why social media feeds or marketplaces often resemble a collection of whiners and misanthropes.
Why does a customer develop a negative attitude towards a company or product?
1. Dissatisfaction. He or she may be dissatisfied with the quality of the product, service, high price, a call or no call from the manager, delivery that was not on time, payment that was not received at all, rudeness of consultants, etc.
If a person has spent their time and money on a purchase that did not meet their expectations, they feel cheated. Therefore, anger may be the only way for them to cope and only then to warn others about the problem.
2. Negative experience. Users can have a bad experience when using a product or service, which leads to a wave of negative emotions. In this case, a person can create a less or more constructive comment in which they want to share their pain and find out the cause of the problem.
3. Hidden constructive feedback. In this case, the customer's negative experience is less pronounced. Some customers want to kill two birds with one stone in their reviews - to complain about the product or poor service, and to warn others not to make similar mistakes. Although such comments are fair from the outside, they still show a disguised customer's indignation.
4. Rude and incompetent employees. An avalanche of negative comments is directed at salespeople and store consultants, mostly because of the insufficient level of service:
- inattentive and rude attitude towards customers,
- lack of calls or SMS notifications about the order placed,
- inconsistency of the information about the product on the website with the actual information,
- incompetence of the seller regarding the product or terms of service,
- failure to understand what the customer wants.
In the end, negative reviews are not so bad. Think of them as an opportunity to improve your in-store service, implement quality product changes, and turn your haters into loyal and committed customers.
How to encourage customers to leave positive feedback?
Encourage customers to leave reviews on Google, on their own social media pages, and on profile sites where your product is featured. The strongest motive to write something good is to exceed customer expectations. What do you need to do this?
- At the very least, you need to train your salespeople and staff in the rules of communication adopted by your company.
- The maximum is to provide a quality product. It may seem obvious, but the key to getting positive feedback is to create an exceptional product and a high level of service.
The rule is simple: a satisfied customer is more likely to leave a positive review.
- Offer a discount or other bonus for feedback, for example, as Allo does:
- Attach a link to the feedback form at the end of the message in an email or chat on your website after the customer has made a purchase.
- Write clear instructions in a separate email on how the customer can leave a review and attach the appropriate link to the form.
- Add a contact to your website for customer feedback on your store. This will help you avoid public accusations against you from haters.
We do not recommend publishing fake and bought reviews. If customers feel it, the consequences can be disappointing. You will lose customer trust, and thus cast a shadow over your brand's reputation.
Actions that indirectly motivate you to leave good reviews
- After a successful project or sale, when you see that you've exceeded your client's expectations, ask them to write a review. Keep business cards with the social media address where you can write feedback nearby so that the client doesn't forget.
- Attach screenshots of positive reviews on your website from social networks and Google Maps to be indexed by search engines.
- Promote positive content on your pages: create product reviews, publish useful articles that customers will want to share.
- Work on your brand reputation, order the placement of articles with backlinks to your website.
- Collaborate with opinion leaders to create a positive image of your store.
Thank you for your feedback! It will be published after being reviewed by a moderator.
Related articles
-
20.03.2026
Systematic price management: discount policy, wholesale prices and customer segmentation
How to manage prices in Torgsoft: customer segmentation, price levels, discounts, staff control and profitability analytics
-
20.03.2026
Why discounts kill profits: 6 steps to protect price and retain customers
How to avoid the discount trap at Torgsoft: bonuses instead of discounts, margin protection, personnel control and profitability analysis
-
17.03.2026
How to buy a barcode?
How to get a barcode for a product: who needs GS1, how much does it cost, what documents to submit and when will an internal code be enough
Go back to the previous step