Online reviews have become a major factor of trust in business. But companies often face a problem: customers are satisfied, but there are no reviews. Why don't people leave reviews and how to fix it? Let's look at it in detail.
Why people don't write reviews
- No habit. People are more likely to write negative reviews than positive ones. If everything went smoothly, the client sees no reason to write comments.
- Laziness and lack of time. Even satisfied customers don't want to spend minutes on a text if it doesn't benefit them.
- Uncomfortable sites. If it is difficult to leave a review (long form, registration, captchas), a person will refuse.
- Lack of motivation. If you don't explain to a client why they need a review or offer a bonus, they are unlikely to write anything.
- No feedback. People want to see that their comments are being read. If feedback goes unanswered by the company, the desire to write new ones decreases.
Customer psychology: why it is important to ask for feedback
Many customers are satisfied after making a purchase or visiting an establishment, but they are not in a hurry to share their opinion. The reason is simple - a person is not in the habit of spending time on an additional action if he or she is not directly asked to do so. Psychology is at work here:
- Reciprocity effect - If a customer has received good service, he is often ready to respond with gratitude. The main thing is to remind him about it.
- Social proof - It is important for people to realize that their opinion is valuable to others. If you emphasize that the review will help future customers make the right choice, the likelihood of a response increases.
- Simplicity of action - The fewer steps before writing a review, the higher the chance that a client will actually leave one. SuperQR QR codes solve this problem perfectly: just point the camera and go straight to the form.
Thus, a competent request turns an «inconvenient duty» into an easy and understandable action.
How to motivate customers to leave reviews
To increase the number of reviews, it is important for businesses to create a simple and profitable system:
- Maximum simplification. A QR code on a table, business card, product packaging or receipt leads directly to the form for writing a review. One click and the review is already in the system.
- Quick acknowledgement. Show your gratitude right away: a «Thank you, your review helps us be better» pop-up or an instant discount on your next purchase.
- Motivation. Gifts, points, discount coupons work. Even a token reward makes people leave a review.
- Emotion. Use creativity: «Write a review and get a dessert as a gift» or «Your comment is another step to a free coffee».
- Gamification. Keep a rating of review authors, give bonuses for 3-5 comments, offer to become a «brand ambassador».
- Publicity. Publish your best testimonials on your website or social networks. It's nice for people to see that their words are appreciated.
SuperQR's review capabilities
SuperQR solves the main problem - the difficulty of writing comments. The service works like this:
- QR code in a visible place. The guest scans the code on the table, package or counter and is immediately taken to the form for writing a review.
- Simple form. No long questionnaires - just a text box, a score and a submit button.
- Instant publication. The review goes immediately to the selected platform: website, social networks, Yandex or to a closed panel for the company.
- Feedback analytics. The manager sees the number of comments, the percentage of positive comments and the dynamics.
- Integrations. SuperQR can be linked to CRM so that each review is automatically assigned to a specific customer.
- Feedback. Employees receive notifications and can quickly respond to negative feedback, improving the level of service.
Long reviews vs short reviews: what works better
Reviews can vary from a laconic «I liked it all» to a detailed description of the experience. Each format has its own value:
- Short reviews create a rapid flow of «live» mentions. They work for quantity and demonstrate that the business is in demand.
- Detailed feedback help to reveal details: they describe the work of employees, product quality, atmosphere, service. Such texts are often quoted by companies themselves in social networks and presentations, and they also have a stronger influence on the trust of new customers.
SuperQR allows for both types of feedback:
- you can set up a quick transition to the form with ready-made options («Evaluate the service in 1 click»),
- or offer the customer an in-depth survey detailing their experience.
The best option is to combine both approaches: first collect short evaluations for mass appeal, and then incentivize a portion of customers to write extended comments (e.g., through a bonus or discount).
Creative ideas for collecting feedback
- «Secret gift for a review». A person doesn't know what he or she will get: coffee, a discount or a branded souvenir. Intrigue motivates.
- Photo testimonials instead of text. Give customers the option to upload a photo - it's easier than writing long text, and it works great as an advertisement.
- Testimonials at events. In a restaurant or clinic you can put up a stand: «Scan QR and leave a review - enter the drawing».
- Thematic promotions. «Review Week» - everyone who left a review during this period is entered into a lottery.
- Quick Emotion Scale. The customer scans the code and selects an emoticon or a rating from 1 to 5. And then the sentence «Would you like to write a comment?» appears - and some people agree.
Bottom line
Testimonials are more than just words. They are a tool for trust, customer loyalty and growing brand reputation. If customers don't leave reviews, it means the process is too complicated or unmotivating.
SuperQR turns the collection of reviews into a convenient service:
- a customer just needs to scan the QR and leave feedback in a minute,
- companies get analytics and manage feedback in one window,
- business strengthens customer loyalty and gains additional points of growth.
We know it works: the easier it is to leave a review, the more reviews a business gets.