Loading Profile...
Company ratings should be viewable by average and overall timeline
Companies should be able to view their overall rating for each of their products and their company overall. This should be split into two components: overall rating, and a timeline/graph showing ratings over time. This second function would allow companies to assess whether or not their customer service is improving.
I'm a big fan of the rating timeline/graph component myself.
----------
As far as enabling customers to see the overall rating, I'm undecided as to whether it would be a good feature or not. I think for controversial companies, like apple, you could end up with supporters and critics fighting over the overall rating and possibly creating fake accounts in order to affect the rating. As a public display of consumer satisfaction, it could have huge ramifications for any company who's competitors wanted to ruin their image. In addition, it's also nice to feel as a consumer that your rating is personal.
Another feature you could allow is the ability for companies to contact users who rated their company or product lowly, so as to try and improve customer relations. As a matter of privacy, however, I think you would need a checkbox under the rating which is automatically left blank, allowing the user to check the box if they want the company to be able to contact them.
I'm a big fan of the rating timeline/graph component myself.
----------
As far as enabling customers to see the overall rating, I'm undecided as to whether it would be a good feature or not. I think for controversial companies, like apple, you could end up with supporters and critics fighting over the overall rating and possibly creating fake accounts in order to affect the rating. As a public display of consumer satisfaction, it could have huge ramifications for any company who's competitors wanted to ruin their image. In addition, it's also nice to feel as a consumer that your rating is personal.
Another feature you could allow is the ability for companies to contact users who rated their company or product lowly, so as to try and improve customer relations. As a matter of privacy, however, I think you would need a checkbox under the rating which is automatically left blank, allowing the user to check the box if they want the company to be able to contact them.
I’m happy
3
people like this idea
I like this idea!
Tell me when this idea gets some attention.
The more people who like this idea, the more it gets noticed.
The more people who like this idea, the more it gets noticed.
The company has this under consideration.
-
Inappropriate?Hi Sam,
Thanks for the suggestions. We definitely plan to surface ratings and such in some manner.
-
Inappropriate?Another graph that might be useful is a histogram of ratings, like the "mood in here" for topics.
A company that everyone agreed was wonderful would have a graph with a high right hand side, a company where opinion was heavily divided would have high bars on both the left and right.
I’m keen to see ratings, but it's not a priority for me
2 people think
this is one of the best points
1 Comment Add a comment
This is one of the best points
-
yes! i totally agree. there's a lot more we should be doing to show off this sort of thing. -
Inappropriate?Maybe I should make a separate post for this, but it might also be nice to be able to have two ratings for a company or more. For example there are some companies on getsatisfaction who's customer service is quite poor, but I still love their products. It would be nice to be able to get this across more directly if you ever provide rating information to companies. Much better that they know they have a great product, but are poor at customer service, than think that overall they're only mediocre -
Inappropriate?That's a good point, Sam. Sometimes a company makes a fantastic product but sucks at customer service. It's good for there to be a distinction.
EMPLOYEE
