{"id":37391,"date":"2016-05-25T13:20:49","date_gmt":"2016-05-25T13:20:49","guid":{"rendered":"https:\/\/vwo.com\/blog\/?p=37391"},"modified":"2026-04-16T11:40:28","modified_gmt":"2026-04-16T06:10:28","slug":"dealing-with-negative-customer-feedback-for-ecommerce","status":"publish","type":"post","link":"https:\/\/vwo.com\/blog\/dealing-with-negative-customer-feedback-for-ecommerce\/","title":{"rendered":"How to Deal with Negative Customer Feedback for your eCommerce Business"},"content":{"rendered":"\n

Customer feedback goes a long way in generating trust for your online store. Let\u2019s just say that testimonials put the \u2018T\u2019 in Trust when buying online<\/a>.<\/p>\n\n\n\n

Going by the Brightlocal Survey 2014<\/a>, 88% of consumers say they trust online reviews as much as personal recommendations.<\/p>\n\n\n\n

But customer feedback, as we all know, may not always be wrapped in adulation. According to the American Express Survey 2014, on an average consumers tell 8 people about their good experiences and about 21 people about their bad experiences.<\/p>\n\n\n\n

But on the positive side, reports<\/a> also suggest that negative reviews can be in fact good for businesses and help build credibility and authenticity. Receiving negative feedback is a great chance for you to identify what can make your customers love you more.<\/p>\n\n\n\n

Download Free: A\/B Testing Guide<\/em><\/span><\/a><\/h3>\n\n\n\n

So how do you go about handling negative customer feedback? Let\u2019s find out.<\/p>\n\n\n\n

In this post, first we\u2019ll take a look at a three-fold solution to respond to negative reviews. Next, we\u2019ll take a look at the different channels where you\u2019re likely to receive negative customer feedback and what can be done for them in particular.<\/p>\n\n\n

Responding to Negative Customer Feedback – The Three-Fold Solution<\/h2>\n\n

Research into the Incident<\/b><\/h3>\n\n\n

First and foremost, check for the validity and relevance of the feedback. Delete it, if it\u2019s purely spam or profane. You could have to look at the commentator\u2019s name and email address for more insights into the credibility of the review.<\/p>\n\n\n\n

After ensuring validity, look further into the particular incident. Some questions you need to ask yourself before hitting reply are:<\/p>\n\n\n\n