How many bad reviews on the US Mission have an impact on businesses?

Judging from the number of bad reviews of the US group's take-out, we can't see the impact on the merchants. We need to judge the impact on businesses from the following aspects.

First, the proportion of bad reviews

The proportion of bad reviews will affect the ranking of businesses.

For example, there are many favorable comments from users and only one or two bad reviews, so it has no influence on the ranking of businesses.

What is really decisive is the one-star bad review rate. One-star bad review refers to the proportion of one-star evaluation in all evaluations. If the proportion is too high, far exceeding the one-star bad review rate of similar shops nearby, then the ranking of the shops will also decline.

Second, the time of bad review

Meituan's inspection of merchants is time-sensitive. Only past customer reviews will affect the ranking, while bad reviews a long time ago will not affect the ranking.

For example, a store has bad reviews, but it actively improves the quality in the follow-up service, which greatly increases the proportion of favorable comments, so the ranking will also rise.

Third, the content of bad reviews

If the content of the bad review is distribution, this has little impact on the business. However, the content mentioned in bad reviews is related to product quality, such as food deterioration, so bad reviews will make customers lose.

Extended data:

How to distinguish malicious bad reviews;

1, deliberately said in the evaluation is very serious, but can't say anything wrong, no details. For example, "I ate food poisoning!" This deliberate evaluation is more serious and can't stand scrutiny.

It took several days to write bad reviews. As we all know, a person's emotionalization basically finds an outlet in a short time, so the average user gives a bad comment in anger, that is, shortly after receiving a meal. If there is a bad review after a few days, it is very suspicious. The probability of malicious bad reviews is relatively high.

3. Don't answer the phone and refuse to communicate. When we receive bad reviews, we usually take the initiative to contact customers. Most customers will accept communication even if they are angry, while malicious bad reviews generally refuse to communicate (because of their guilty conscience) or even answer the phone. This will further confirm our judgment.

How to deal with malicious bad reviews;

1. Be sure to try to collect evidence. When you make a phone call, be sure to record it, and add a screenshot of WeChat SMS. The first purpose is to give a well-founded reply, and the second is to appeal to the platform. Give the recording to customer service after obtaining evidence, and try to delete the bad reviews.

2, don't be embarrassed when you encounter malicious bad reviews, directly! Because bad reviews not only affect our overall score, but more importantly, many users will browse other people's comments before placing an order. If we encounter malicious bad reviews and don't respond effectively, users will mistakenly think that it is a problem of our business. So we must clarify the facts and clarify the truth.

References:

Baidu Encyclopedia-Negative Meituan Takeaway