One-third of UK online shoppers have posted a negative review, survey says

Stay ahead of the curve with our weekly guide to the latest trends, fashion, relationships and more Stay ahead of the curve with our weekly guide to the latest trends, fashion, relationships and more Stay ahead of the curve with our weekly guide to the latest trends, fashion, relationships and more SIGN UP I would like to be emailed about offers, events and updates from The Independent. “Consumers have started exercising their right to have a moan when they receive sub-par service – and brands need to start paying closer attention.” The study also found online consumers are becoming more reliant on the feedback of other shoppers when making a purchase, with 46 per cent regularly checking star ratings for online retailers before buying from them. On the flip side, 55 per cent admit they would also be likely to spend more money with an online outlet which had “excellent” reviews or star ratings. The Brightpearl study, conducted in partnership with OnePoll, revealed 30 per cent of shoppers also look more favourably on retailers who actively respond to negative reviews posted about their services online. “The best approach to negative reviews is to identify and fix the issues that can lead to unhappy shopping experiences.” The survey found that just 19 per cent of retailers have invested in technology or solutions to help them address the issues that most commonly cause poor feedback and ratings, such as problems with receiving items on time or overly complicated returns.