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A customer review is an evaluation of a product or service made by someone who has purchased and used, or had experience with, a product or service. Customer reviews are a form of customer feedback on electronic commerce and online shopping sites.
Creating fake, positive reviews of the individual or business to counteract negative ones. [44] Using spambots and denial-of-service attacks to force sites with damaging content off the web entirely. [citation needed] Astroturfing third-party websites by creating anonymous accounts that create positive reviews or lash out against negative ones ...
Most review sites make little or no attempt to restrict postings, or to verify the information in the reviews. Critics point out that positive reviews are sometimes written by the businesses or individuals being reviewed, while negative reviews may be written by competitors, disgruntled employees, or anyone with a grudge against the business ...
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...
Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth . Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition .
Users can give a review a "thumbs-up" rating, which will cause it to be ranked higher in the review listings. [95] Each day a "Review of the Day" is determined based on a vote by users. [96] According to The Discourse of Online Consumer Reviews many Yelp reviewers are internet-savvy adults aged 18–25 or "suburban baby boomers". [179]
User reviews are seen as a 'driving force' in marketing, in direct correlation with sales of a good or service. [6] Positive user reviews of a good or service are likely to increase demand of the product through positive attitudes and behaviour toward the company. [6]
This persuades the user through a neutral agent, for example, a friend who encourages the user to meet their goals. Another example of instruction style is customer reviews; a mix of positive and negative reviews together give a neutral perspective on a product or service. [26]