The Reasons Customer Give Reviews

This is an interesting infographic for anyone wanting to understand the value of the customer reviews on coachcompare.com and the benefits you get when comparing coach hire companies using the system.

Review Websites & Coach Hire Comparison

I was looking at a number of review sites this week for general market research and a few things really struck me. 

1. It is amazing how many company generated reviews are live on the websites, customers always complain about service and praise people.  Talking about business models and over elaborate descriptions are a sure sign of spam. 

2. The companies providing the review websites make a big noise about the usefulness of reviews but don't take any real care about where the reviews are coming from. 

3. How useful are the reviews? We often find that the reviews are from both extremes, very happy or very unhappy but 80% of the customers get a satisfactory service and don't feel the need to talk about it. 

4. It is said that happy customers will generally tell one person and unhappy customers tell 8-16 people; so the simple maths give you an idea of the distortion people see on review sites. 

Customers are making decisions based on a small percentage of people making a lot of noise. 

So we have a market open to exploitation by business, full of spam and one that is distorted by a small group of people making a lot of noise. 

CoachCompare.Com only collects coach hire reviews for customers we know have actually booked a coach trip with the company.  We also make sure that the overall score reflects the customer feedback but that the review is useful for the customer. 

So when customers use CoachCompare.Com they can compare coach hire companies on service, price and quality. 

Talking To Customers

I have been talking to coach hire companies since the launch of CoachCompare.Com and it is interesting when we see the success they have had.

• Coach companies who respond quickly to customers get the best conversion rates
• Customers are making decision based on price and the quality of service they see from the reviews so coach companies who improve their service are getting better results
• Conversion is due to the overall quality of the response, quote through the system, confirm through email and call the customer