One of the best ways to build and strengthen business reputation is to proactively collect customer feedback and leverage the word-of-mouth power of consumer opinions.
That’s the reason why, here at ReviewTrackers, we developed a tool that helps businesses request feedback and generate new reviews – in a way that’s faster, easier, and simpler than ever. The tool is based on the Net Promoter Score and System (NPS), which allows ReviewTrackers clients to gather five-star reviews from their happiest customers, while also gaining insights from those who didn’t necessarily have a positive customer experience.
By asking one simple question – “How likely is it that you would recommend our company to a friend or colleague?” – a business can track specific groups of customers and get a better idea of the company’s performance through the eyes of customers.
But when do you ask the question?
Customer feedback better on weekdays or weekends?
A recent Cars.com study reveals that, in the automotive industry, customers are most likely to leave feedback during office hours. In fact, approximately 52 percent of the reviews posted are left between 10 AM to 4 PM, during weekdays, with Tuesday, Wednesday, and Thursday as peak days for review writers.
Industry experts are learning more and more about the review habits of consumers – and not just in the automotive industry. A new report by Netimperative provides insights into when it might be the best time to request customer feedback and reviews. According to the report, weekday purchases generate more positive customer feedback than items bought on weekends.
An analysis of over 1.4 million reviews in 2014 also shows that:
- 4 PM, for some reason, generates reviews with the lowest average ratings. (So be careful of sending out those review request E-mails at this time!)
- Early morning and late at night represent the times when customers share the best reviews and the happiest, most positive feedback.
- In positive feedback and reviews, commonly used words and phrases include, “features,” “build quality,” “design,” “value for money,” “ease of use,” and “performance.”
If you’re hoping to boost the reputation and performance of your business, the Netimperative report should be able to guide you as you capitalize on the behavior of today’s consumers. And if you have any questions on how to continue building your reviews and reputation through customer experience management, give us a call or request a demo of ReviewTrackers. Enjoy exclusive access to our award-winning reputation software platform today!